Southwest Airlines Earns Top Customer Experience Ratings for Airlines

Experience Matters

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. Southwest Airlines and AirTran deliver the best customer experience in the airline industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on […].

Southwest Airlines, Alaska Airlines, and JetBlue Earn Top Customer Experience Ratings for Airlines

Experience Matters

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. Southwest Airlines, Alaska Airlines, and JetBlue Airlines deliver the best customer experience in the airline industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking […].

JetBlue and Southwest Lead Airlines in Customer Experience

Experience Matters

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. Southwest Airlines came in second with a rating of 72%, placing it 89 th overall.

Temkin Experience Ratings Industry Snapshot: Airlines

Experience Matters

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. Congratulations to Southwest Airlines for earning the highest customer experience score in the airline industry. The post Temkin Experience Ratings Industry Snapshot: Airlines appeared first on Customer Experience Matters®.

Southwest Airlines gets a CX kudos during Hurricane Harvey

Customer Bliss

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.

Message to United Airlines CEO Oscar Muñoz

Experience Matters

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. Unless you’ve been hibernating from all media feeds, you’ve likely seen the video of a passenger being forcibly removed from a United Airlines flight. Customer experience United Airlines

In the Competitive Airline Industry, Best Practices in CX can be Transformational

Customer Bliss

Let’s face it: the airline industry is tough. Do you remember how many airlines there were when you were a kid?) Powers North America Airline Satisfaction Study. FOCUS ON CUSTOMER EXPERIENCE TO PUT YOU A STEP AHEAD. Are you focusing on customer experience?

Unbelievable: Latest Airline Fiasco!

Beyond Philosophy

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. Ryanair – The Worst in Customer Experience.

Actions MUST speak louder than Words: United Airlines eat humble pie!

ijgolding

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.

Vice President of Southwest Airlines Inflight Operations, with Sonya LaCore – CB45

Customer Bliss

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. Episode Overview.

{Infographic} A Contrarian View on the United Airlines Customer Nightmare

Michelli Experience

Business Customer Advocacy Customer Engagement Customer Experience customer loyalty Customer Service Customer Value Human Performance Joseph Michelli Client Experience Design Customer Experience Design Differentiation Leadership The Michelli Experience United

2017 Customer Experience Lessons from the Airline Industry…So Far

CustomerGauge

The post 2017 Customer Experience Lessons from the Airline Industry…So Far appeared first on CustomerGauge. Blog Featured Airline industry Customer experience Net Promoter Score United Airlines

A United Airlines Post Mortem Discussion, With Diane Magers – CB48

Customer Bliss

The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times. As we all know, customer experience happens in the real world — it’s companies and organizations interacting with their customers.

Broken Promises: United Airlines Edition

Kerry Bodine

On September 24, 2013, United Airlines sent out an email announcing its renewed commitment to customer experience and the resurrection of its “Fly The Friendly Skies” tagline from decades past. Great customer service”?

Airlines, Listen up and Close the Loop with Customers

Clarabridge

In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. Customers want to be heard, and businesses want to truly understand how customers really feel.

Airlines, Listen up and Close the Loop with Customers

Clarabridge

In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. Customers want to be heard, and businesses want to truly understand how customers really feel.

Airlines Are Changing the Way They Listen To Their Customers

MaritzCX

In a crowded market where airlines of all types converge, price competition is tougher than ever, and passengers are more likely to ‘shop around’ for the best deals, it is becoming more and more difficult to secure loyal customers.

Airlines Are Changing the Way They Listen To Their Customers

MaritzCX

In a crowded market where airlines of all types converge, price competition is tougher than ever, and passengers are more likely to ‘shop around’ for the best deals, it is becoming more and more difficult to secure loyal customers.

One miserable [United Airlines] Customer Journey

Andrew Mcfarland

One disadvantage of being a social media Luddite is that you sometimes miss teachable customer experience moments that have wide public reach. The post One miserable [United Airlines] Customer Journey appeared first on Pivot Point Solutions. Customer Experience Customer Journey Bruce Temkin Crying Baby Social Media United Airlines

OneWorld – 15 Airlines – OneHeadache

Andrew Mcfarland

While code sharing is a model that should benefit customers greatly, the reality is still far from the promise. As a result, customers who benefit from one aspect of the customer experience – pricing advantages – suffer along the remainder of the customer journey.

The Airline Passenger Feedback Paradox

Clarabridge

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. Airline customers are being heard less precisely because they are saying more. The airline problem seems desperate.

Glengarry Glen Ross: Automotive vs. Airlines

MaritzCX

Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time. christravell

{Infographic} A Contrarian View on the United Airlines Customer Nightmare

Michelli Experience

The post {Infographic} A Contrarian View on the United Airlines Customer Nightmare appeared first on Joseph Michelli.

Airlines Are Changing the Way They Listen To Their Customers

MaritzCX

In a crowded market where airlines of all types converge, price competition is tougher than ever, and passengers are more likely to ‘shop around’ for the best deals, it is becoming more and more difficult to secure loyal customers. Furthermore, for many frequent flyers the airline reward programmes that include upgrades and free flights are.

A Contrarian View on the United Airlines Customer Nightmare (We all have a role to play)

Michelli Experience

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. When it comes to the airline industry the weather, so to speak, is frighteningly challenging. Treat your customers as you would want your family treated!

United Airlines: Big Data to the Rescue of the Passenger Experience?

Michelli Experience

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. United, however, has become emblematic of an industry viewed as operationally challenged, uncaring, and not customer-centric. The post United Airlines: Big Data to the Rescue of the Passenger Experience?

Video: Glengarry Glen Ross: Automotive vs. Airlines

MaritzCX

Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time. christravell. Automotive

Video: Glengarry Glen Ross: Automotive vs. Airlines

MaritzCX

Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time. christravell

United Airlines Computer Outage Is Customer Service Crisis Case Study

ShepHyken

Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport.

United Airlines Needs a Lesson in Apologizing - Transforming the Customer Experience

Kristina Evey

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. To make the situation even worse, and the purpose of this post is that United Airlines issued an apology that could have been delivered by a robot… “This was a tragic accident that should never have occurred, as pets should never be placed in the overhead bin.

How Airlines Use NPS to Improve Their Customer Satisfaction Ratings

Retently

“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. Why do Airlines Have Low Customer Satisfaction Ratings. And it’s not that airlines are oblivious to the underlying testimony.

Cost-Cutting Airlines – Headed for Trouble!

Beyond Philosophy

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. At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings. Cheap Airlines: Low Prices!

Airlines’ Digital Customer Service Research Revealed

CSM Magazine

Recent research by YouGov for Pegasystems reveals some interesting insight into how businesses can drive consumer satisfaction through customer service. Some of the key findings are: Airlines’ digital service apps are popular. Customer Service News

Eurostar est Shambolique: It’s not just the airlines who need to get their act together

ijgolding

Whilst our children will remember their Paris experience for the right reasons (thankfully), I will also remember what happened at the end of our ‘customer journey’ – and that is what I would like to share with you in this post.

Southwest Airlines Ranked Top for Customer Experience

CSM Magazine

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Overall, the airlines industry averaged a 66% rating in the 2018 Temkin Experience Ratings and tied for 12 [th] place out of 20 industries.

Reviewer After United Airlines Incident: ‘Don’t Take This Airline’

ReviewTrackers

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: United Airlinescustomers are outraged because of the forced removal of a passenger from a plane.

CX Stories: United Airlines Creates a Better Connection

COPC

Aside from the enjoyment I get from experiencing new places and meeting new people, my extensive travels have given me an opportunity to get a firsthand view of what the customer experience is like for many different airlines. Customer Experience Customer Satisfaction CX Stories