Kristina Evey

MARCH 14, 2018

It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. She worked for the airline. She would never insist something be done contrary to airline rules and policies. She was trained.

Airlines 184

Airlines Customer Experience Travel Guidelines 184

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. Customers were able to pick out their produce again at the grocery store. That’s where customer experience leaders can lean in and really lead in this new year. What expectations can be reset for customers, and how?

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

InMoment XI

NOVEMBER 20, 2023

In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

ShepHyken

MARCH 3, 2021

I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage. My memory of the few times my luggage was lost by the airlines includes waiting until I’m the last guy standing at the baggage carousel. My last lost luggage experience was more pleasant. Apparently, those were the old days.

Airlines 145

Airlines How To Travel Customer Service Training 145

Customer Bliss

AUGUST 31, 2017

About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What Southwest did was good humanity, of course, but it was also great customer experience. What did Southwest do?

Airlines 267

Airlines Course Customer Experience Interaction 267

Experience Matters

APRIL 12, 2017

As if flying isn’t enough of a hassle, United Airlines has made every passenger in every flight around the world a little more uncomfortable in their seats until the plane is in the air. It’s almost frightening […].

Airlines 226

Airlines Video Customer Experience Customers 226

Experience Matters

APRIL 2, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. Southwest has earned Read More.

Airlines 120

Airlines Industry Effort Score Consumers 120

Experience Matters

MARCH 19, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Overall, the airline industry averaged a 63% rating in the 2015 Temkin Experience Ratings and tied for 12 th place out of 20 industries.

Airlines 120

Airlines Customer Experience Industry Customers 120

ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ford costs about $25,000.

Customer Experience 136

Customer Experience Transportation Hotels Airlines 136

Beyond Philosophy

SEPTEMBER 20, 2017

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. Customers found they will graciously forgo the administration charge but will still charge a change fee!

Airlines 154

Airlines Policies Social Media Travel 154

InMoment XI

MARCH 13, 2020

Putting Customers and Businesses at Ease We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! This article was originally published by Inmoment.

Airlines 417

Airlines Customer Experience Survey Customers 417

Heart of the Customer

SEPTEMBER 9, 2019

Pay attention to the experience you receive.” The post Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours appeared first on Heart of the Customer. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Interested, I did pay attention.

Airlines 119

Airlines Customer Experience Customers Tips 119

QuestionPro Audience

JANUARY 3, 2017

In order to best accommodate travelers, airlines offer several additional services where travelers can upgrade their seats, access airline exclusive lounges, and purchase in-flight food and entertainment. This gives airlines the perfect opportunity to boost their end-of-year sales numbers.

Airlines 150

Airlines Loyalty Brands Industry 150

Blake Morgan

JANUARY 16, 2023

If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. Gary Kelly is arguably to blame for lacking Southwest Airlines’ runway vision – and it has culminated in a very public PR nightmare. Most airlines recovered after two days.

Airlines 59

Airlines Travel Case Study Employee Experience 59

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . So, how well do you know your customers?

Airlines 172

Airlines Customer Experience Survey Customer Service Training 172

Customer Bliss

JUNE 28, 2018

Let’s face it: the airline industry is tough. Do you remember how many airlines there were when you were a kid?) To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D.

Airlines 135

Airlines Industry Competitive Advantage Travel 135

Blake Morgan

JANUARY 3, 2023

                 . If a company wants to be customer-centric and operate in the experience economy, they have to succeed in two areas; psychological and technological. Gary Kelly is arguably to blame for lacking Southwest Airlines’ runway vision – and it has culminated in a very public PR nightmare. .

Airlines 64

Airlines Travel Case Study Employee Experience 64

ijgolding

MAY 2, 2017

Last week I wrote an article on the subject of ‘common sense’ To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. I apologize for having to re-accommodate these customers. Customer centric? on March 2, 2017.

Airlines 181

Airlines Customer Centricity Policies Travel 181

Blake Morgan

AUGUST 8, 2023

              With its many changes and outside forces, the airline industry is challenging for customer experience. When Oscar first stepped into his role as CEO of United Airlines, he prioritized developing the shared purpose, or the mission, vision, and values.

Airlines 52

Airlines Customer Focused Leadership Travel 52

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Michelli Experience

APRIL 25, 2017

I call them UICs (unique industry challenges) and I see them as foundational issues that must be overcome to deliver outstanding customer experiences. Here are a few examples: Frequent interactions that involve saying “no” to customers. Customers must yield control. Customers must yield control. Inept bagging.

Airlines 100

Airlines Self Service Customer Experience Travel 100

Inbenta

JULY 29, 2021

8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. These situations call for superior airline customer service. Achieving top-notch airline support with chatbots. Let’s face it. Automate flight search & bookings.

Airlines 88

Airlines Chatbots Self Service Travel 88

Customer Bliss

APRIL 4, 2017

Southwest Airlines has an industry-standard approach to promoting people from within. Sonya Lacore has proudly served Southwest Airlines for 15 years, Sonya began her career as a flight attendant. Sonya has a wealth of knowledge, experience and understanding of the needs in the airline industry. Episode Overview.

Airlines 204

Airlines Hospitality Leadership Connections 204

Beyond Philosophy

JUNE 19, 2017

I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. As the New York Times recently reported , “Rich bonus packages for top executives are now largely tied to short-term income targets and fatter profit margins instead of customer service.” The checked baggage fees.

Airlines 130

Airlines Travel Report Customer Experience 130

CX Accelerator

NOVEMBER 7, 2023

It’s at that point I realized that I never received an email from the airline after booking my flight. Surely customer support could help me sort this out. I sent the airline a direct message on X (formerly Twitter) and within an hour they were able to resend to an alternate email address. 5) put profits before purpose.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

GetFeedback

APRIL 12, 2017

Countless factors led to the United Airlines failure, and countless interactions led to the public consensus that their customer experience is problematic.

Airlines 150

Airlines Company Interaction Customer Experience 150

ijgolding

DECEMBER 11, 2014

Airlines of Europe beware!! If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. I have heard many things about them from friends and colleagues and was keen to test the experience for myself. Date Review Conducted.

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

InMoment XI

NOVEMBER 2, 2022

Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. In order to achieve true ROI, you need to take an integrated approach to experience by breaking down data silos and creating one ecosystem of data. Total nightmare, right? Let’s dive in!

ROI 493

ROI Return on Investment Airlines Call Center 493

Inbenta

MAY 14, 2021

GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. Until then, WhatsApp was only used as a pilot channel, used by customers to ask questions to human agents, without any bot involved.

Airlines 99

Airlines Case Study Chatbots Call Center 99

Michelli Experience

AUGUST 22, 2017

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. In fairness, other airlines have faced similar flight delays due to computer-related “glitches” during the same time frame. Overbooking and United’s Technology Initiatives.

Airlines 113

Airlines Data Travel Consulting 113

Kerry Bodine

MARCH 18, 2020

You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and. Build customer loyalty that will ensure the long-term viability of your business. Support at-risk customers.

Customer Experience 292

Customer Experience Airlines Insurance Travel 292

Vonage

DECEMBER 18, 2018

It was a deeply engaging and apropos discussion as many businesses embark on initiatives to transform their contact centers and deliver on the customer experience promise. In fact, the discussion organically tilted toward customer experience rather than customer service - a subtle, but noteworthy shift in being customer centric. .

Omni-Channel 254

Omni-Channel Chatbots Self Service Customer Experience 254

CustomerGauge

MAY 17, 2017

Now that the dust has settled, and pictures of Dr.David Dao’s half naked body are no longer making the rounds on my social feed, I think it’s time we talk logically about the elephant in the room: Customer experience within the airline industry has come under hot water over the last few months, through a combination of […].

Airlines 72

Airlines Industry Customer Experience Customers 72

CloudCherry

APRIL 5, 2019

So how do business leaders start developing a customer experience strategy that keeps the engine of marketing running with the least amount of friction? The answer to me is easy – do nothing without input from customers and as a marketer stop spamming your potential customers and engage with them.

Omni-Channel 278

Omni-Channel Marketing Customer Experience B2B 278

LoyaltyPlus

MAY 11, 2022

The International Air Transport Association (IATA) estimates that global revenues for airlines were down by 44% last year when compared to 2019 figures. Fortunately, operations have resumed with airlines looking for more creative ways of re-engaging with customers.

Airlines 52

Airlines Loyalty Self Service Travel 52

Andrew Mcfarland

SEPTEMBER 3, 2020

A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. Under the category of “much ado about nothing” United decided that their approach to customers was far from appealing. Truth be told, it’s never been imprisoned.)

Airlines 62

Airlines Customers Loyalty Customer Experience 62

ijgolding

SEPTEMBER 24, 2014

Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline ‘story’ – and most of the time the stories are not particularly positive. You can read all of my Customer Experience Reviews here.

Customer Experience 246

Customer Experience Airlines Travel Entertainment 246