Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. And as those negative reviews mount up, so too can the chances of your NPS score slipping into negative territory.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

GetFeedback

JULY 19, 2019

Unless you know how to exceed customer expectations you’re stabbing in the dark. This is why businesses rely on multiple types of data along the customer journey to understand what needs to be addressed. . Consider JetBlue, one of the leading airline carriers in the U.S., Your VoC data may not be as structured as JetBlue’s.

ROI 309

ROI How To Touchpoint Hotels 309

ShepHyken

DECEMBER 4, 2020

Let’s take an airline that invests in a paid facial recognition fast track experience at the security checkpoint. If this airline has primarily leisure travelers (i.e. If this airline has primarily leisure travelers (i.e. Wrong Customer Experience. And it is well worth the effort – for you, your brand, and your customers.

Roadmap 139

Roadmap Customer Experience Airlines How To 139

Forrester's Customer Insights

JANUARY 4, 2023

Southwest Airline's 2022 holiday travel disaster happened because the airline became a victim of its own success. It failed to realize that the analysts, data and software requirements for maintaining its point-to-point network needed constant upgrading, preferring instead to return profits to shareholders via stock buy backs.

Innovation 49

Innovation Airlines Travel Software 49

Experience Investigators by 360Connext

APRIL 28, 2017

In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer. Who wants to work in a place where customers complain both to and about the employees in viral videos and publicly on social media ?

Case Study 152

Case Study Airlines Conference Wait Times 152

CloudCherry

MARCH 14, 2019

He walked us through the five stages of voice of the customer maturity and shared advice on how CX teams can move their firm from Stage 1 Novices to Stage 5 Transformers. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

Lumoa

DECEMBER 7, 2022

They both have extensive knowledge and experience in all CX competencies: from identifying key customer insights and setting a CX strategy to creating new customer experiences and a truly customer-centric culture. “Customer understanding is always at the core of what we do, as well as what we advise our own clients.

Customer Centricity 41

Customer Centricity Airlines Government NPS 41

Eptica

APRIL 18, 2018

Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. Share this page on: Tweet.

Travel 49

Travel Brands Airlines Customer Experience 49

Currency Alliance

OCTOBER 12, 2021

The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Forrester's Customer Insights

SEPTEMBER 21, 2014

As a pioneer of social listening in China''s aviation industry, Spring Airlines successfully leveraged social intelligence tools to differentiate its products and services, and my new report traces this journey. For instance, the airline provides social booking services on WeChat to enable customer-to-business product innovation.

Social Media 53

Social Media Airlines Transportation Travel 53

Experience Investigators by 360Connext

DECEMBER 11, 2014

This inevitably leads to problems and customers disappear. The best companies begin with a mission directly aimed at customers. Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! 5 Areas of Customer Insights You’re Missing. Teams are built based on experience.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Qualtrics

MARCH 25, 2021

Let’s dive into how video feedback works and how brands can use it for useful customer insights. The basic definition of video surveys : Companies ask customers specific questions about the brand, brand experience, product feature, etc. Why are customers feeling a particular way? How Alaska Airlines uses video surveys.

Video 49

Video Survey Airlines Feedback 49

Qualtrics

AUGUST 26, 2020

With this window of opportunity, here’s how airlines can instill the confidence people need to get back in the air: Offer careful boarding and deplaning experiences, vigorously enforce safety standards among passengers and crew, and provide special booking and in-flight experiences. In early August, in partnership with a major U.S.

Travel 26

Travel Airlines How To Policies 26

Wired and Dangerous

JANUARY 20, 2015

When songwriter Dave Carroll had a run-in with United Airlines over damage to his guitar in their baggage handling, he penned a song and hung it on YouTube. The Economist blog estimates it cost United Airlines about $180M. Adapted from Wired and Dangerous: How Customers Have Changed and What To Do About it by Chip R.

Connections 70

Connections Airlines Social Media Insurance 70

Forrester's Customer Insights

OCTOBER 14, 2021

United Airlines CEO Scott Kirby is on a media tour extolling the success of its mandatory vaccination policy, which in just seven weeks has resulted in vaccination of 99.7% United’s approach is decisive and firm and brings the airline […]. of its 67,000 US employees.

Airlines 26

Airlines Policies Government Employee Experience 26

CX Journey

NOVEMBER 12, 2015

My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. Although I write a lot about Marketing requirements, customer insight is also key to designing and delivering for CX teams. Do your hands know more than you do?

Gamification 80

Gamification Exercises Airlines Customer Insights 80

Forrester's Customer Insights

JUNE 22, 2022

Airline Flight Delays Have An Underpublicized Cause Looking ahead to the July 4 holiday weekend, travelers will face daunting flight cancelations and delays. How do we know? During the Juneteenth and Father’s Day holiday weekend, more than 14,000 US domestic flights were canceled due to staffing shortages.

Airlines 26

Airlines Travel Employee Experience Management 26

Experience Investigators by 360Connext

JUNE 1, 2017

Instead, find ways to connect the dots between each employee’s individual success AND the team’s success with customer success. Money talks, but so do customers. Karen Mangia , VP of Customer Insights at Salesforce , shared the entire secret to becoming a company of $50 billion in revenue.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Thematic

MARCH 13, 2023

out of 5 The industry keynotes were by Cheryl Grise, Head of Americas Industry at EY, Johnny Taylor, CEO of SHRM, Ed Bastian, CEO of Delta Airlines, CEO Kevin Warren, CMO of UPS, and Jill Krammer, CMO of Accenture. The Delta Airline’s CEO presentation felt like an advert for Delta. ” Industry Keynotes at X4 Summit - 4.5

Entertainment 62

Entertainment Conference Advertising Airlines 62

Forrester's Customer Insights

NOVEMBER 8, 2018

.” — Chumbawamba Halfway through the 20-year-long age of the customer, empowered consumers are more informed about their purchases, demand data privacy, and dictate the experiences that they want.

Consumers 44

Consumers Data Airlines Marketing 44

Forrester's Customer Insights

JANUARY 19, 2015

As I noted in an earlier report , Spring Airlines decided to build social listening functions to identify crises and perform basic brand tracking after struggling with a public relations crisis -- the backlash from airline staff blacklisting a passenger for complaining about flight delays -- on Sina Weibo in 2012. social listening.

Social Media 20

Social Media Airlines Customer Insights Report 20

Currency Alliance

JUNE 1, 2020

If you operate a hotel or airline, the margin on incremental revenue from rooms or seats that would have gone unsold is more than 80%. Create ‘wow’ moments to keep customers engaged. And don’t forget, when customers engage, you get the data and permission to continue marketing directly to them.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

CSM Magazine

SEPTEMBER 24, 2019

Given these results, it is unsurprising that just 3% of consumers ranked insurance as the sector they trusted most, putting it joint last of 15, alongside airlines, the automotive industry, technology and telecoms. First, they need to embrace processes, technology and knowledge to help them deliver the service that customers expect.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

LoyaltyPlus

AUGUST 4, 2017

The LoyaltyPlus product models are designed to cater for small to large customer bases for airline, hospitality and retail Industries, providing a quick and effective passage to owning a loyalty programme in the cloud. Gain crucial customer insight – get the unfair advantage. Get the unfair advantage. Just Engage.

Customer relationships 40

Customer relationships Engagement CRM Social Media 40

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. 3- Get some solid PR. 4- And of course, win some prizes !

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

Forrester's Customer Insights

SEPTEMBER 10, 2018

, we were excited to have our colleague, Principal Analyst Emily Collins join us to talk about loyalty programs, and their influence on customer experience. Here are 5 things I learned during our conversation: Airlines started it. Loyalty programs started 30 plus years ago in the airline industry, as a reaction to deregulation.

Loyalty Programs 22

Loyalty Programs Loyalty Airlines Industry 22

OpinionLab

NOVEMBER 1, 2016

What was surprising to me is that based on the Forrester CX index that measures “effectiveness”, “ease” and “emotion” of a customer experience – mobile rated slightly higher than desktop on “effectiveness” and “ease”, but significantly higher on “emotion”. OpinionLab provides the real-time customer insight to help on both counts.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

What was surprising to me is that based on the Forrester CX index that measures “effectiveness”, “ease” and “emotion” of a customer experience – mobile rated slightly higher than desktop on “effectiveness” and “ease”, but significantly higher on “emotion”. OpinionLab provides the real-time customer insight to help on both counts.

Innovation 60

Innovation Return on Investment Airlines Study 60

Qualtrics

DECEMBER 13, 2018

In the 1990’s credit card giant American Express analyzed their customer base and recognized that many of their customers were business professionals who valued points for airlines and hotel stays. Research helps you know and adjust the right feature development list for product optimization and deepen customer insights.

eBook 33

eBook Airlines Hotels Advertising 33

Clarabridge

FEBRUARY 21, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. 3- Get some solid PR. 4- And of course, win some prizes !

Customer Experience 40

Customer Experience Hotels Airlines Social Media 40

ReviewTrackers

MAY 8, 2017

The event also features the 2017 CX Innovation Awards, and includes speakers from companies like Verizon, Citi, Southwest Airlines, and Hallmark. Forrester CXNYC. When: June 20 to 21, 2017. Where: New York City, NY.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Win the Customer

NOVEMBER 14, 2016

I bet you didn’t know your customers could also be one of your best sources of ideas. Social listening is a vital tool in business development as it can help you uncover customer needs and gain valuable customer insights. So, which companies do social customer service right? Don’t hesitate to engage.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Forrester's Customer Insights

APRIL 11, 2018

Southwest Airlines FTD AARP Stumped? What do the following companies have in common? They’ve all made significant progress on digital transformation. And they aren’t alone in undertaking these initiatives. You’ve heard the term “digital transformation” quite a bit over the last few years. But it can be a puzzle.

Airlines 25

Airlines Customer Journeys Company Customers 25

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Continue to make customer insights intriguing to all functional areas.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

Currency Alliance

DECEMBER 19, 2022

In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability. This will allow brands to build greater affinity by anticipating customer objectives and being present when the customer needs your help.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

ClearAction

JULY 29, 2018

It’s driven employee engagement and customer engagement at the same time: customers noticed these changes, and within 24 months of posting the largest corporate loss in New Zealand corporate history, the business was turned around to a profit. It’s an enterprise-wide imperative.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

C Space

DECEMBER 5, 2019

On a flight with my five-year-old daughter recently, I couldn’t help but laugh as she unsuccessfully, and increasingly frustratedly, swiped over and over at the dumb screen on the back of the airline seat in front of us. The Right Insight. The Right Insight What makes a successful customer insights leader?

Net Promoter Score 52

Net Promoter Score Connections Brands Innovation 52