Forrester's Customer Insights

JULY 17, 2019

– Passenger experience drives airline profit! True or false? If you’d like to test yourself and your CX/marketing department on how well you can attest to the truth in the above statement, ask yourself: “How much is CX improvement worth in annual profit?”

Airlines 48

Airlines Marketing Customers 48

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business? Think about it.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

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

Experience Investigators by 360Connext

DECEMBER 11, 2014

Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission. This inevitably leads to problems and customers disappear. They need customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. The value can be immediate.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

Case Study 152

Case Study Airlines Conference Wait Times 152

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. 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

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? All of this has fundamentally reshaped the industry and put pressure on delivering a more efficient and superior, personalized experience to customers. So, how are UK travel companies doing in terms of online customer experience?

Travel 49

Travel Brands Airlines Customer Experience 49

Qualtrics

MARCH 25, 2021

One way to stand out is by understanding your customer better than your competitors. Authentic feedback, dare I say spoken from the heart, can be gathered through video feedback from customers. Let’s dive into how video feedback works and how brands can use it for useful customer insights. With 81 percent of the U.S.

Video 49

Video Survey Airlines Feedback 49

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

Wired and Dangerous

JANUARY 20, 2015

Customers today are Picky– more cautious in their choices (and they have many more choices) and interested only in getting obvious value for their money. The hype of a brand name means little in deterring the disappointed customer’s exit. Today’s Picky-Fickle-Vocal-Vain customers are also wired.

Connections 70

Connections Airlines Social Media Insurance 70

Lumoa

DECEMBER 7, 2022

When making strategic decisions for your business, listening to the voice of your customers gives you more insights into their expectations, wants, and needs. And we are proud to say that when we find one, it usually starts with a simple value we both share: customer-centricity. We are very pleased and excited about this.”

Customer Centricity 41

Customer Centricity Airlines Government NPS 41

Forrester's Customer Insights

SEPTEMBER 21, 2014

Chinese businesses have realized the importance of social for customer life-cycle management. While they''ve started using social to increase brand awareness -- such as broadcasting on Sina Weibo -- they can''t recognize potential customers in this one-way communication. customer analytics. customer insights.

Social Media 53

Social Media Airlines Transportation Travel 53

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

CSM Magazine

SEPTEMBER 24, 2019

Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica. Insurers still seem to be struggling to match customer expectations, although overall performance had risen by 10% from 2017.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Experience Investigators by 360Connext

JUNE 1, 2017

In many ways, customer experience is still a new phenomenon. Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. “Customer Effort” should be a serious metric to consider.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

LoyaltyPlus

AUGUST 4, 2017

The Gap – Who is my customer? Today, a key business challenge is to manage customer relationships effectively by understanding customers and their habits. To engage customers and leverage data for improved and targeted marketing campaigns is always a challenge. Get the unfair advantage. Drive Your Bottom Line.

Customer relationships 40

Customer relationships Engagement CRM Social Media 40

ClearAction

NOVEMBER 16, 2017

What is Customer Experience Ecosystem? 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. Lynn Hunsaker.

Customer Experience 76

Customer Experience Chief Customer Officer Customers Customer Experience Management 76

CX Journey

NOVEMBER 12, 2015

As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. All in all, it was an engaging day that was clearly popular.

Gamification 80

Gamification Exercises Airlines Customer Insights 80

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. Award winners belong to an exclusive circle of leaders and innovators in customer experience.

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

Thematic

MARCH 13, 2023

He presented XM Discover (former Clarabridge), a solution for understanding customer feedback at scale in front of an audience of 10K people. Qualtrics, like Thematic, make Voice of Customer software. The Delta Airline’s CEO presentation felt like an advert for Delta. This has shaped her inspirational career.

Entertainment 62

Entertainment Conference Advertising Airlines 62

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. Award winners belong to an exclusive circle of leaders and innovators in customer experience.

Customer Experience 40

Customer Experience Hotels Airlines Social Media 40

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

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? When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Win the Customer

NOVEMBER 14, 2016

For one, it offers an easier way to connect with customers and keep abreast of what’s happening in your marketplace. By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers?

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

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

Currency Alliance

JUNE 1, 2020

The long break in spending habits due to Covid-19 will cause customers to re-evaluate their relationship with brands. In the UK, the John Lewis Partnership, which operates Waitrose supermarkets, reports that customers are spending more on comfort food, alcohol and world cuisine[i]. They don’t use the data that customers provide.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

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

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Embrace the authenticity challenge.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Kustomer

NOVEMBER 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jarvis Harris from Visier.

How To 98

How To System CRM Sports 98

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey. But the opposite is also true. Gain clarity on cost.

Innovation 60

Innovation Return on Investment Airlines Study 60

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey. But the opposite is also true. Gain clarity on cost.

Innovation 60

Innovation Return on Investment Airlines Study 60

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

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

C Space

DECEMBER 5, 2019

Christina Stahlkopf is an Associate Director in C Space’s Boston office and a core member of our Global Research Team, Christina turns stats to stories and is a lead architect of our annual Customer Experience Code (CXC) Study, which connects key brand relationship behaviors to stronger business performance. Brand has become personal.

Net Promoter Score 52

Net Promoter Score Connections Brands Innovation 52