ShepHyken

APRIL 18, 2018

Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. But, when it comes to a loyalty program , that is going to drive repeat business, there are three types. The danger here is….

Loyalty Programs 90

Loyalty Programs Loyalty Airlines Video 90

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.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. The same might go for how much a customer spends.

Airlines 96

Airlines Hotels Loyalty Programs Loyalty 96

ShepHyken

APRIL 17, 2017

The simplest of these programs is the famous punch card where ten purchases get you a discount or free purchase once completed. My Comment: There is a difference between a customer loyalty program and a customer retention program. A repeat customer may not be a loyal customer.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

APRIL 6, 2020

My Comment: I’ve always preached that there are two types of loyalty programs. The first is based on creating enough value through the experience the customer would never want to go anywhere else. The other is more of a marketing program that rewards customers for coming back. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Loyalty Airlines Loyalty Programs 75

ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. So, I went on Twitter and direct messaged American Airlines that I was going to miss the flight. That’s the way social customer care should be handled. Their response time was excellent.

Social Media 86

Social Media Self Service Customer Service Marketing 86