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The Cost of Deprioritising Customer Experience During Tough Times

InMoment XI

It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. In fact, COVID-19 has further encouraged most businesses to prioritise a more operational lens, decreasing their focus on the customer experience. Balancing Operations and Customer Experience: A Case Study.

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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.

Airlines 149
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Free Customer Service Training for your Employees / AA Cut 600+ customer facing employees To Improve Customer Service / Your Company’s Biggest Expense / United Airlines Enforcing Flight Attendants Engagement

The DiJulius Group

Your Company’s Biggest Expense is Unhappy Customers What is a better investment—advertising or customer service training? One study showed that organizations worldwide spend $500 billion per year on advertising compared to only $9 billion on customer service training. That’s a pretty big disparity.

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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. It’s almost frightening […].

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5 Customer Experience Strategies From Emirates Airlines

Blake Morgan

What does it take to be regularly recognized as the best airline in the world? A willingness to go above and beyond to put customers first—and the investments to back it up. With its five-star service and excellent amenities, Emirates goes against airline industry trends to invest in customers and provide an impeccable experience.

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How to Handle Lost Luggage: A Lesson From the Airlines

ShepHyken

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. Even the airline might not know where it is. In some cases, customers are happy to come back.

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New Data About Airlines Competing on Customer Experience

Blake Morgan

Between cancellations, inflation, and the lingering impact of the pandemic, it’s been a rough year for the airline industry. Unsurprisingly, customer satisfaction plummeted by 8% at the end of 2022, when cancellations ran rampant. The airline industry has faced a rocky road in the last few years. Consistency and caring.