CX Accelerator

NOVEMBER 7, 2023

It’s at that point I realized that I never received an email from the airline after booking my flight. When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

InMoment XI

NOVEMBER 2, 2022

Think of your favorite airline, or an airline that has developed a “good” mobile application. These airlines knew it would be easier and more convenient for their customers to be able to check-in for a flight when they were on the go.

ROI 493

ROI Return on Investment Airlines Call Center 493

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

Airlines 113

Airlines Data Travel Consulting 113

LoyaltyPlus

MAY 11, 2022

The International Air Transport Association (IATA) estimates that global revenues for airlines were down by 44% last year when compared to 2019 figures. Fortunately, operations have resumed with airlines looking for more creative ways of re-engaging with customers.

Airlines 52

Airlines Loyalty Self Service Travel 52

LoyaltyPlus

MARCH 23, 2022

The saving grace for airlines has been the growth of cargo. Putting this in perspective, cargo typically constituted 10% of the airline business before the pandemic. It should therefore come as no surprise that the familiar concept of airlines rewarding agents or freight forwarders has gathered renewed momentum.

Airlines 52

Airlines Loyalty Self Service e-support 52

Kitewheel

FEBRUARY 11, 2020

Driving Engagement and Retention in Line for Rides. 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. People don’t enjoy waiting in line.

Airlines 52

Airlines Industry Loyalty Programs Travel 52

Heart of the Customer

SEPTEMBER 9, 2019

The post Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours appeared first on Heart of the Customer. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […].

Airlines 119

Airlines Customer Experience Customers Tips 119

Customer Bliss

APRIL 25, 2017

The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times. Thought leader and innovator for ways of engaging associates and customers. Episode Overview. I’d describe Diane as a passionate CX professional and change agent. Spirited entrepreneur.

Airlines 128

Airlines Customer Experience Professionals Course Connections 128

Michelli Experience

APRIL 25, 2017

Unlike walking, driving, or riding a bicycle – train, cab, boat, and airline passengers rely on others to get them to their destination safely and on time. For airline customers, that reliance occurs in a metal tube at 30,000 feet. Customers must yield control. Customer alcohol use. High volumes of customers served.

Airlines 100

Airlines Self Service Customer Experience Travel 100

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. When it comes to the airline industry the weather, so to speak, is frighteningly challenging. In fact, I’ve often thought about opening an airline and transforming service in that industry.”. Such things as….

Airlines 100

Airlines Travel Transportation Customer Centricity 100

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. As Jan Carlzon, former CEO of Scandinavian airline SAS, once said, “If you’re not serving the customer, your job is to be serving someone who is.”. We also had a Customer Experience Council to engage the rest of the organization.

CRM 493

CRM Airlines Government ROI 493

LoyaltyPlus

NOVEMBER 19, 2020

Centurion, South Africa, 20 November 2020, Asky, The Pan African Airline retains the LoyaltyPlus solution to run their Frequent Flyer Program (FFP) Asky Club by moving to a direct commercial agreement with LoyaltyPlus to enhance the relationship. All the new functionality will be deployed and trained remotely.”. www.flyasky.com.

Airlines 52

Airlines Loyalty Hotels CRM 52

LoyaltyPlus

NOVEMBER 10, 2020

We’re all very aware of the unique and unprecedented challenges airlines face today. As a well-established Loyalty Solution provider, previously sold as the branded solution for a well known PSS, we are perhaps one of the best kept secrets in the airline market in terms of our own brand. But now we’re emerging into the open market.

Airlines 52

Airlines Loyalty Self Service Loyalty Programs 52

Michelli Experience

APRIL 19, 2017

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

Airlines 100

Airlines Infographics Customers Customer Experience Design 100

Beyond Philosophy

JANUARY 18, 2017

airlines, sizing them up according to factors that matter to travelers, including delays, on-time arrivals and lost baggage. Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. The Wall Street Journal has released its annual scorecard of U.S.

Airlines 60

Airlines Travel Culture Consulting 60

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. Among airlines, working in a supportive, trusting, fun, responsive and energetic culture isn’t confined to staff at Virgin.

Airlines 87

Airlines Culture Consulting Leadership 87

CSM Magazine

OCTOBER 5, 2018

The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become. Some of the key findings are: Airlines’ digital service apps are popular. airlines than making their journeys more pleasurable (42 percent).

Airlines 40

Airlines Customer Service Travel Survey 40

Experience Investigators by 360Connext

DECEMBER 14, 2021

There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example. QR codes allow customers and employees to interact and engage with various tools in ways that are safe and sustainable. Consider how to care for customers and employees in bigger ways.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

CX Journey

JULY 13, 2017

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. But let's just all say it in unison one last time: Perks and employee engagement should not be used in the same sentence.

Employee Engagement 128

Employee Engagement Engagement Rewards Programs Airlines 128

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Southwest Airlines is a great Customer-centric airline with excellent employee engagement.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

ProProfs Chat

FEBRUARY 22, 2019

To keep customers engaged, it is important for a loyalty program to focus on their needs & aspirations to ensure they feel satisfied in their relationship with a brand. Simple formula: Customer Retention = Engagement + Investment. Simple formula: Customer Retention = Engagement + Investment. Engagement Generates Activity.

Customer Retention 82

Customer Retention Engagement Strategy Rewards Programs 82

Blake Morgan

OCTOBER 20, 2022

United Airlines flight attendants created their own version of NPS. Flight attendants have the opportunity to provide feedback on the following statements : I feel my contributions to our airline are valued. It’s tough to work in the airline industry these days. It’s tough to work in the airline industry these days.

NPS 98

NPS Airlines Management Employee Experience 98

ShepHyken

JANUARY 10, 2024

I booked an international trip for a speaking engagement. It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. Because it’s a different airline, it takes an extra couple of steps, and she didn’t want to do it.” Yes, the second agent took great care of me. What was it?

Travel 90

Travel Customer Service Airlines Poor Customer Service 90

Beyond Philosophy

OCTOBER 7, 2021

It’s outstanding when customers buy from you, but loyalty is not behavior in which people engage. Airlines have this a bit, too. Many times, you fly an airline even when you don’t like them. In this case, consider Ryanair, the budget airline in Europe. Lots of people fly Ryanair but talk terribly about them.

Loyalty 173

Loyalty Airlines Banking Customers 173

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” She was the perfect frontliner for American Airlines – or for that matter, any type of business. . No faking it.

Airlines 127

Airlines Customer Service Training Course Engagement 127

Kerry Bodine

MARCH 18, 2020

The airline is also waiving all change fees for new bookings made by March 31 , a move that will bring in revenue while making customers feel better about plopping down money for flights during an economically unstable time (and giving them hope that they’ll one day get to take their vacations). Support at-risk customers.

Customer Experience 292

Customer Experience Airlines Insurance Travel 292

InMoment XI

NOVEMBER 20, 2023

Satisfied customers are more likely to remain loyal and continue their engagement with the brand. As a result, the shopping experience is becoming more engaging, informative, and convenient, leading to higher customer retention rates and increased sales. Customer Interaction AI is taking customer interactions to new heights.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

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

Airlines 40

Airlines Report Customers Customer Engagement 40

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. Yes to low fares with nothing to hide.

Airlines 155

Airlines Travel Advertising Customer Service Training 155

ShepHyken

MARCH 10, 2024

Is Customer Empowerment the New Customer Engagement? Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times. by Chitra Iyer (CMSWire) Employee empowerment, especially frontline customer service staff, has been a key element of customer experience (CX) for years.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

Think Customers

OCTOBER 18, 2015

After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system.

Airlines 40

Airlines Training System Customers 40

Experience Investigators by 360Connext

NOVEMBER 7, 2023

This involves understanding the emotions your customers have when engaging with your company, whether in-person or online. By understanding how human brains work, brand leaders can better engage customers in ways that address their subconscious needs and deliver experiences that promote positive emotions.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

CX Journey

JUNE 23, 2015

Because when 70% of our workforce is "not engaged" or "actively disengaged," according to Gallup, we cannot expect to have a great customer experience. If your employees aren't engaged, it will be very difficult for them to delight your customers. Herb Kelleher, Southwest Airlines How, then, do we get to this state of nirvana?

Engagement 80

Engagement Employee Engagement Airlines Employee Experience 80

InMoment XI

JUNE 1, 2015

Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold. I had a sinking feeling when I kissed her goodbye before our journey.

Travel 200

Travel Airlines Feedback Engagement 200

InMoment XI

JUNE 1, 2015

Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold. I had a sinking feeling when I kissed her goodbye before our journey.

Travel 200

Travel Airlines Feedback Engagement 200

InMoment XI

JUNE 1, 2015

Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold. I had a sinking feeling when I kissed her goodbye before our journey.

Travel 200

Travel Airlines Feedback Engagement 200

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it. Four airline employees were needed in Louisville, so they needed four seats.

Airlines 48

Airlines Customer Service Social Media Policies 48