Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

ShepHyken

MARCH 10, 2024

If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!” Is Customer Empowerment the New Customer Engagement?

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

Think Customers

APRIL 5, 2016

More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. percent in 2014 to 79.9

Airlines 40

Airlines Report Customers Customer Engagement 40

Think Customers

OCTOBER 18, 2015

After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system.

Airlines 40

Airlines Training System Customers 40

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? Since that time it has consistently been among the highest profitable of full-service airlines around the world.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it. Four airline employees were needed in Louisville, so they needed four seats.

Airlines 48

Airlines Customer Service Social Media Policies 48

ShepHyken

FEBRUARY 13, 2024

Whether the customer drives a $25,000 Ford or a $250,000 Ferrari, if they are treated poorly, they aren’t coming back. Regardless of what store you go to, what hotel you stay at, what airline you fly, and what car dealership you do business with, it’s not about the grandeur or the glamour. It’s about how businesses make us feel.

Customer Experience 138

Customer Experience Transportation Hotels Airlines 138

ShepHyken

DECEMBER 21, 2020

My Comment: But, are you doing a good job in those (and other areas) of the customer experience? ZDNet) The COVID-19 pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology.

Customer Service 155

Customer Service Airlines Tips Customer Service Strategies 155

Verint

AUGUST 24, 2017

The answers can drive business and workforce optimization at your organization—by incorporating advanced analytics as part of your customer engagement strategy. These groups often have different data repositories for customer and other data—and thus don’t always have a complete view of customer data.

Analytics 34

Analytics Customer Engagement Engagement Strategy 34

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way. Customers flying through Sacramento might have seen a handwritten thank you note attached to their luggage when they arrived at their destination last month. Don’t turn it into a sales pitch.

How To 372

How To Airlines Social Media Tips 372

Lithium

SEPTEMBER 29, 2022

For whatever reason, certain travelers are left on hold for hours, and for better or worse, these travelers are forced to use only a handful of support and engagement channels. Khoros is here to say that there’s much more to customer engagement in the travel industry than Twitter and outdated phone systems. A New Approach.

Hospitality 52

Hospitality Brands Travel Airlines 52

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” She was the perfect frontliner for American Airlines – or for that matter, any type of business. .

Airlines 128

Airlines Customer Service Training Course Engagement 128

Zeisler Consulting

DECEMBER 8, 2021

I recently wrote about how important it is that brands not just be competent in delivering the products or services they provide to their Customers. To this day we still don’t have any results from the company our airline partnered with. If your Brand Promise is ease-of-use, you may make your product uncomplicated and simple.

Airlines 72

Airlines Travel Brands Touchpoint 72

Experience Investigators by 360Connext

APRIL 7, 2015

We booked our flight through US Airways , but all our flights were operated by American Airlines. It should be noted it was booked this way through the airline, meaning we weren’t cobbling together two flights. The AIRLINE changed both flight times in the months between booking and leaving. Thanks, AA! No complaints.

Airlines 110

Airlines Customer Experience Travel Hotels 110

inQuba

APRIL 7, 2022

Bruce has literally worked around the world helping companies build better customer experiences for their clients, including Toronto, Paris, Singapore and San Francisco. inQuba uses diverse data sets, advanced analytics and AI to provide deep insights into customer journeys, customer behaviour and the customer experience.

Airlines 75

Airlines Insurance Customer Journeys ROI 75

Experience Investigators by 360Connext

JANUARY 21, 2015

But the experience is more than what a customer does after purchase. Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

Michelli Experience

AUGUST 26, 2016

So why would I suggest the merger of technology and customer experience execution is both the “age of wisdom and the age of foolishness”… Put simply because some companies believe that technology alone will create customer engagement.

Technology 100

Technology Customer Experience Airlines Customers 100

Experience Investigators by 360Connext

NOVEMBER 22, 2022

I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way. Customers flying through Sacramento might have seen a handwritten thank you note attached to their luggage when they arrived at their destination last month. Don’t turn it into a sales pitch.

How To 143

How To Airlines Social Media Tips 143

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride. by Scott Kendrick.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

CloudCherry

APRIL 5, 2019

Translate Strategy to Experience – There’s evidence that companies which are known for delivering extraordinary customer experiences are also those which are clear about their leading value discipline. . Such as, The Ritz Carlton, Amazon, Apple, Costco, Footlocker, Lowes, Southwest Airlines, Google, USAA, and Netflix.

Omni-Channel 278

Omni-Channel Marketing Customer Experience B2B 278

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. How do you gauge customer value?

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Alida

JUNE 15, 2016

He discusses the steps smart market researchers should take to get closer to customers and integrate findings across the rest of the enterprise. Poynter looks at international airline Cathay Pacific as an example of what brands should be doing.

Marketing 100

Marketing Airlines Customer Centricity Study 100

Michelli Experience

AUGUST 8, 2017

I am generally content with my airline experiences and I have a lot of them. That said, maybe airlines are moving even further in the direction of “experiential offerings.” That said, maybe airlines are moving even further in the direction of “experiential offerings.” Launching an airline is NO small feat.

Strategy 113

Strategy Airlines Travel Transportation 113

CSM Magazine

OCTOBER 4, 2023

For centuries, merchants have been offering special tokens that repeat customers could redeem for goods. Today, stamps, vouchers and coupons have mostly been replaced by apps and digital methods of tracking customer engagement. We worked with a major airline to help update its loyalty scheme app and website.

Loyalty 59

Loyalty How To Banking Airlines 59

Experience Investigators by 360Connext

MARCH 4, 2015

In episode 15, we tackle the subject of how certain industries can get away with treating customers poorly and still get good business results. Industries that have long held customers because of lack of choices like airlines, cable and financial institutions are now beginning to pay the piper! Customer inclusion from the start.

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Currency Alliance

APRIL 15, 2024

This means that loyalty programs are now a more important channel for customer acquisition and retention than ever before. Customer frequency is partly determined by the nature of your business. On the other hand, 60-70% of customers may be motivated to redeem in the currency of a partnered airline or hotel.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

ShepHyken

JANUARY 18, 2019

It’d be like getting on an airline that’s committed to a great in-flight experience, but the pilot’s messages can only be 30 seconds in length, flight attendant interactions are limited, and you have a brief survey at the end asking how your peanuts were. Would you consider that a great customer experience?

Customer Experience 94

Customer Experience Contact Center Airlines Average Handle Time 94

Tricia Morris

JANUARY 29, 2016

This evolution, from corporate to customer control of relationships, is known as customer engagement – and without it, your business will become vulnerable to competitors, disruptors, and yes, even those pesky Creepers. So what can Minecraft teach us about customer engagement? You never win. And it is breathtaking.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40

Vonage

MARCH 16, 2017

Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. It is all a reminder that we are in business for one reason – to service and sell the customer. Hire the attitude.

Customer Service 149

Customer Service Customer Centricity Airlines Exceptional Customer Service 149

Calabrio

APRIL 20, 2016

Or, is it a buzzing and dynamic environment equipped with 21 st century customer engagement and analytics technology that empowers businesses to predict customer needs? Gone are the days when a customer’s first instinct was to pick up the phone to contact his or her cable provider or airline carrier.

Contact Center 100

Contact Center Omni-Channel Airlines Social Media 100

Michelli Experience

OCTOBER 12, 2016

For example, had I read about something like Indian airline, IndiGo’s, recent effort to create a “quiet zone” (no children under age 12 in rows 1-4 or 11-14), I would have assumed a well thought out process. Ultimately, the marketplace will determine if “quiet zones” are a positive innovation for the airline traveler or if they are a flop.

Airlines 100

Airlines Travel How To Customer Experience Design 100

ProProfs Chat

FEBRUARY 22, 2019

To keep customers engaged, it is important for a loyalty program to focus on their needs & aspirations to ensure they feel satisfied in their relationship with a brand. So, focusing on making customer retention rate stay high can create a tremendous competitive advantage for a brand and lead them to growth.

Customer Retention 82

Customer Retention Engagement Strategy Rewards Programs 82

ShepHyken

JULY 1, 2022

Since the global pandemic hugely impacted the airline sector, the metaverse has become increasingly important. Travel businesses are developing systems that will allow customers to virtually experience?hotel Customer Engagement Framework in Tech Mahindra. Understand the customers . Optimizing performance .

Airlines 72

Airlines Travel Hotels Social Media 72

Aveus

OCTOBER 3, 2017

Dear Sandeep Dube , Vice President – Delta Air Lines (Customer Engagement & Loyalty). From: Chis LaVictoire Mahai , Managing Partner, Aveus and a long-experienced customer with both Delta (2+ million miler, Diamond Medallion Member since the category was created) and American Express (member since 1982).

Airlines 100

Airlines Travel Customer Experience Advertising 100

Eptica

JUNE 8, 2016

Given these factors, how is the sector performing when it comes to customer experience? The latest Eptica Multichannel Customer Experience Study suggests that both airlines and package operators are struggling to cope with the move to digital. Facebook was similar – 80% offered it, and just 45% gave successful responses.

Travel 48

Travel Airlines Customer Experience Social Media 48

Think Customers

DECEMBER 12, 2014

Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy customerobsessedcultures cxcurriculum forrester southwestairlines usaa'

Airlines 75

Airlines Customer Experience Professionals Culture Financial 75

ShepHyken

MAY 15, 2017

A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. And, who doesn’t want that!

Customer Service 69

Customer Service Airlines eBook Loyalty 69