Customer Bliss

APRIL 4, 2017

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. Sonya has a wealth of knowledge, experience and understanding of the needs in the airline industry. Episode Overview. About Sonya.

Airlines 204

Airlines Hospitality Leadership Connections 204

Michelli Experience

AUGUST 22, 2017

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. Overbooking and United’s Technology Initiatives.

Airlines 113

Airlines Data Travel Consulting 113

CSM Magazine

DECEMBER 13, 2023

Customer service, often seen as the heart of a business, is the assistance and advice provided by a company to those people who buy or use its products or services. It operates as a key touchpoint between a business and its customers – a platform where relationships are built, trust is established, and loyalty is earned.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

Forrester

OCTOBER 17, 2014

In the airline industry, Southwest is no stranger to customer experience accolades. In fact, it consistently earns top marks on Forrester''s Customer Experience Index compared to other carriers - offering enjoyable and easy experiences that meet customers' needs. Read more Categories: Customer Experience.

Airlines 88

Airlines Strategy Management Policies 88

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Brad Cleveland Blog

DECEMBER 16, 2022

Whether you’re a one person building contractor, a technology start-up, a government agency, or a global airline, you need a customer access strategy that defines how your organization will interact with customers. An effective customer access strategy has 10 components.

Strategy 48

Strategy Airlines Government Customers 48

ShepHyken

OCTOBER 31, 2023

It’s in the price you pay. I’m okay with that, and it’s actually a pretty good marketing strategy that works. Southwest knows that when other airlines charge for something that they don’t, it can be perceived as free. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Airlines 132

Airlines Customer Service Training Marketing Customer Service 132

Kitewheel

FEBRUARY 11, 2020

The customer experience for airlines is made even worse by the shrinking window for customers to reach their gate, frustration at people cutting in line, or a sense that there are not enough attendants at the front desk, gate, or any other location. For an airline, long or unwieldy lines also represent a business problem.

Airlines 52

Airlines Industry Loyalty Programs Travel 52

ijgolding

DECEMBER 11, 2014

Airlines of Europe beware!! If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. Norwegian is an airline that has been in existence since 1993. You can see how this links to their values and business strategy here.

Customer Experience 275

Customer Experience Airlines Travel Self Service 275

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. .

Airlines 172

Airlines Customer Experience Survey Customer Service Training 172

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

Brad Cleveland Blog

JULY 7, 2022

Whether you’re a one person design company, a 50 person software startup or a global airline with thousands of employees, you need a strategy for serving your customers.

Strategy 48

Strategy Airlines Software Company 48

ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. One buys a Ford EcoSport, and the other buys a Ferrari Roma.

Customer Experience 136

Customer Experience Transportation Hotels Airlines 136

GetFeedback

NOVEMBER 25, 2019

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). . The ACSI is the only national economic indicator that measures customer satisfaction across the U.S. Airlines: 73%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

ijgolding

SEPTEMBER 2, 2015

I myself have written about Ryanair on three separate occasions: In September 2012, I wrote about Ryanair ‘having the most consistent Customer Experience on the planet’ . In April 2014, I wrote a Customer Experience Review of Ryanair – they did not fare so well! Price alone was no longer enough.

Airlines 120

Airlines Travel Financial Customer Experience 120

Experience Investigators by 360Connext

AUGUST 9, 2017

That’s when their boss or their CEO or maybe a member from the board asks them to take over a new responsibility – CX Strategy. Organizational comparisons are made: our organization versus Zappos or Southwest Airlines or maybe the local Starbucks barista who “always knows customer orders!” Blasphemy!

Customer Journeys 181

Customer Journeys Strategy How To Comparison 181

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

CSM Magazine

JANUARY 16, 2023

As Frontier Airlines embarks on its first full year of a digital-only strategy, James O’Hare, MD of LINK Mobility , looks at whether it’s right for every business. . At the end of last year, Frontier Airlines announced it was moving to a digital-only customer service model. There will be no person to call for help.

Chatbots 52

Chatbots Strategy Airlines Self Service 52

SurveySensum

SEPTEMBER 21, 2023

There are two companies A and B having similar numbers of customers and both want to increase their business. Company A, decided to run a substantial marketing campaign, investing hundreds of dollars in hopes of acquiring new customers. Unfortunately, the campaign only yielded two customers, generating a total of $50 in business.

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Our customers provide us all the success of our businesses. Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. So let’s get proactive about how we thank customers.

How To 372

How To Airlines Social Media Tips 372

Vonage

DECEMBER 18, 2018

It was a deeply engaging and apropos discussion as many businesses embark on initiatives to transform their contact centers and deliver on the customer experience promise. In fact, the discussion organically tilted toward customer experience rather than customer service - a subtle, but noteworthy shift in being customer centric. .

Omni-Channel 254

Omni-Channel Chatbots Self Service Customer Experience 254

PeopleMetrics

FEBRUARY 13, 2018

The reason is that a great customer experience is usually about solving a problem with as little customer effort as possible. On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. Listen to your customers!

Airlines 66

Airlines CEM Travel Software 66

Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. However, the separate area strategy is not the direct path to success for either.”. Think about customer service.’

Airlines 87

Airlines Culture Consulting Leadership 87

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. If the agent really was lazy, shame on her for taking a job where she supports customers.

Travel 90

Travel Customer Service Airlines Poor Customer Service 90

CloudCherry

APRIL 5, 2019

So how do business leaders start developing a customer experience strategy that keeps the engine of marketing running with the least amount of friction? The answer to me is easy – do nothing without input from customers and as a marketer stop spamming your potential customers and engage with them.

Omni-Channel 278

Omni-Channel Marketing Customer Experience B2B 278

ShepHyken

AUGUST 3, 2022

No employee should be treated poorly by customers. . The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . However, the solution to cut the customer support number is a bad one.

Airlines 130

Airlines Leadership Training Customer Service Training 130

Brad Cleveland Blog

JANUARY 15, 2021

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. In this video, I’ll discuss five common pitfalls when developing strategies.

Customer Service Strategies 50

Customer Service Strategies Strategy Customer Service Airlines 50

ShepHyken

AUGUST 17, 2022

It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. . Follow on Twitter: @Hyken.

Airlines 130

Airlines Comparison Advertising Customer Service Training 130

ProProfs Chat

FEBRUARY 22, 2019

A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. For effective customer retention, a focused and dedicated approach needs to be kept in mind. Other aspects include: Showing customers you care.

Customer Retention 82

Customer Retention Engagement Strategy Rewards Programs 82

Kerry Bodine

MARCH 18, 2020

You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and. Build customer loyalty that will ensure the long-term viability of your business. Support at-risk customers.

Customer Experience 292

Customer Experience Airlines Insurance Travel 292

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Customer service takes too long to answer the phone.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk. My Comment: Full disclosure: I do most of my flying on American Airlines.

Airlines 98

Airlines Customer Service Automotive Omni-Channel 98

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers. by GISuser. Here’s Why.

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

Experience Investigators by 360Connext

NOVEMBER 22, 2022

Our customers provide us all the success of our businesses. Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. So let’s get proactive about how we thank customers.

How To 143

How To Airlines Social Media Tips 143

ijgolding

JANUARY 14, 2019

In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. In 2011, the creation of the CXPA saw the competencies and capabilities practiced by those working in the field of customer experience as a profession for the first time. I am (or have been) a fan of KLM for many years.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Think Customers

APRIL 5, 2016

More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. percent in 2014 to 79.9 percent in 2014 to 79.9 1to1Media.com/weblog.

Airlines 40

Airlines Report Customers Customer Engagement 40