Steve DiGioia

APRIL 17, 2017

It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? The post In Celebration of Customer Loyalty Month, Here’s Some “Anti-United Airlines” Stories appeared first on Steve DiGioia and was written by Steve DiGioia. Not usually a big deal, I sneeze in threes.

Airlines 133

Airlines Loyalty Hotels Groups 133

GetFeedback

JANUARY 12, 2020

Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Some call it a “ cattle call.”

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Steve DiGioia

APRIL 17, 2017

It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? The post In Celebration of Customer Loyalty Month, Here’s Some “Anti-United Airlines” Stories appeared first on Steve DiGioia and was written by Steve DiGioia. Not usually a big deal, I sneeze in threes.

Airlines 113

Airlines Loyalty Hotels Groups 113

Experience Investigators by 360Connext

NOVEMBER 22, 2022

So let’s get proactive about how we thank customers. To inspire you, here are a few of my favorite examples and ideas around how to do this. I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Five Ways to Thank Customers. Deliver handwritten thank you notes.

How To 143

How To Airlines Social Media Tips 143

GetFeedback

JULY 19, 2019

For most businesses, understanding the Voice of the Customer is like trying to figure out how to experience the Grand Canyon. How do we begin? FREE GUIDE: How to Run a Successful VoC Program . Unless you know how to exceed customer expectations you’re stabbing in the dark. Free Guide: How to Run a Successful VoC Program.

ROI 309

ROI How To Touchpoint Hotels 309

The DiJulius Group

OCTOBER 26, 2021

There is an increasing number of stories of customers becoming unruly, disrespectful, displaying both verbal and physical abuse in certain industries such as airlines, hotels, and restaurants. The post How to Train your Employees to deal with Irrational Customer Rage appeared first on The DiJulius Group. Read Full Article.

Training 126

Training Airlines Hotels How To 126

Beyond Philosophy

MARCH 23, 2018

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. They looked at the flying times for comparable flights between the same cities on the same airlines and at the same time of year. Airlines are Managing Customer Expectations.

Management 124

Management Airlines How To Transportation 124

Helen Dewdney

OCTOBER 7, 2021

The investigation, which was launched in June 2021, looked into the two airlines which were not refunding the cost of flights that went ahead when was not legal for people to travel. In the past, where airlines have tried to get out of paying refunds and test cases have been brought a precedent has been set. Law not clear. Precedents.

Airlines 50

Airlines Travel Policies Groups 50

Vonage

MAY 18, 2017

The airline passenger was angry about missing her flight. The first gate agent she talked to explained the airline’s boarding policies and maintained that he had made several boarding announcements. Notice the airline gate agent wasn’t agreeing with the passenger. For the airline passenger, there were three issues.

Airlines 136

Airlines How To Customers Policies 136

ijgolding

SEPTEMBER 2, 2015

In November 2014, I described Ryanair as ‘the brand we can now learn to love’ Quite frankly, there is so much to write about when you come across a business that provides such an amazing wealth of insight in how to do things WELL and how to do things BADLY!! Love them or hate them, no-one can ignore the hard, simple facts.

Airlines 120

Airlines Travel Financial Customer Experience 120

Beyond Philosophy

JUNE 15, 2018

Airlines Run Mental Accounting Too Often in the Red. This T-Mobile ad is an excellent example of how mental accounting and other costs can affect your customers. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. I wasn’t keen on booking that flight. Money order?

Airlines 144

Airlines How To Guidelines Customer Experience 144

Customer Bliss

SEPTEMBER 7, 2017

Airline margins are incredibly tight, and JetBlue will lose money on this in some form or fashion. Others were realizing this and raising prices — a last-second flight from Miami to Hartford, for example, was over $1,000 on some airlines. JetBlue: Ahead of Irma, JetBlue has capped flights out of Florida at $99.

Company 434

Company Airlines Fashion Government 434

Comm100

AUGUST 17, 2022

I want to go back to years and years ago when Delta Air Lines was the very first airline to introduce the idea of online booking, where you didn’t have to call the agent, you could actually do it online. Curious for more insights from this interview on how to meet the rising CX expectations of today’s customers?

Meeting 177

Meeting How To Airlines Virtual Agent 177

CSM Magazine

OCTOBER 4, 2023

Hamish Sherlock of Applause , explains how to build a next-generation loyalty scheme. To keep loyalty schemes performing well, companies need to regularly collect data and member feedback on the types of rewards they offer, whether rewards accrue quickly enough, and how customers feel about those offerings.

Loyalty 59

Loyalty How To Banking Airlines 59

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. This is not good.

Airlines 40

Airlines Feedback Study Hospitality 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. It also means considering how to inform customers about new rules or options. This means knowing how to not only respond to customers, but to act on their feedback and ideas.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

ShepHyken

DECEMBER 4, 2020

Let’s take an airline that invests in a paid facial recognition fast track experience at the security checkpoint. If this airline has primarily leisure travelers (i.e. If this airline has primarily leisure travelers (i.e. The post Guest Post: How to Build Your Customer Experience Roadmap appeared first on Shep Hyken.

Roadmap 138

Roadmap Customer Experience Airlines How To 138

Helen Dewdney

MAY 28, 2017

The British Airways IT debacle, has caused more than a third of British Airways flights from Heathrow to be cancelled due to the airline being hit by a computer system power failure on Saturday. The BA CEO said in the online video that it would refund those who decided not to travel or chose to use another airline.

Airlines 0

Airlines Travel Hotels Insurance 0

InMoment XI

OCTOBER 28, 2021

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.”. Marketing and Sales have to correctly position your products and services, and set proper expectations for how customers can use them and, more importantly, what benefit(s) they will derive.

CRM 493

CRM Airlines Government ROI 493

Beyond Philosophy

AUGUST 31, 2023

The idea behind this first area is if you have customers waiting for 15 minutes, how can you make it not feel like 15 minutes? For example, an airline’s waiting lounge plays the news. Why not talk with Colin and his team about how we can help you gain growth? In short, you should distract them. Click here.

How To 89

How To Call Center Wait Times Groups 89

Vonage

OCTOBER 6, 2015

Compare this with the telephone service from my favorite airline and taxi companies. The airline and taxi database systems do provide access to all my information (including telephone numbers), but that data is “two screens away” from the first screen presented to the reservations agent. Finally, I asked.

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

Helen Dewdney

JUNE 12, 2017

It would appear that many airlines like to make it difficult for passengers to claim for compensation and redress for delayed or cancelled flights. Compensation for delays is only due on flights in the EU or when using an EU airline arriving two hours or more late. EU Compensation. Exchange rates correct at July 2017. Other redress.

Airlines 34

Airlines Hotels Travel Banking 34

BirdEye

APRIL 3, 2023

In this article, we’ll share strategies and tips on how to write a business plan that will help launch your new business in the right direction. Rollin King, a businessman in the airline industry, saw this need and recognized the success of another airline, Pacific Southwest Airlines. The result was Southwest Airlines.

Examples 52

Examples How To Financial Analysis 52

Experience Investigators by 360Connext

AUGUST 9, 2017

There is little discussion except for maybe an explanation of how important it is, or how it’s been neglected too long. Organizational comparisons are made: our organization versus Zappos or Southwest Airlines or maybe the local Starbucks barista who “always knows customer orders!” It’s a tool.

Customer Journeys 181

Customer Journeys Strategy How To Comparison 181

Michel Falcon Experience

APRIL 2, 2020

The airline industry took years to return to it’s regular operating levels after 9/11. The post How to Rebuild Your Team (5 Steps to Rebound From Temporary Lay Offs) appeared first on Customer Experience Customer Service Keynote Speaker. Think About Your Labour Forecast. Most businesses will not return to their regular rates.

How To 158

How To Groups Airlines Leadership 158

Kerry Bodine

MARCH 18, 2020

But a handful of companies have taken the lead over the past few days — and can offer valuable lessons on how to rethink your customer experience in the time of the coronavirus. Delta , JetBlue , and a slew of other airlines have made similar changes to their normal policies.

Customer Experience 292

Customer Experience Airlines Insurance Travel 292

Myra Golden

AUGUST 31, 2016

Here are my 5 steps with great examples from great companies that know how to regain customer goodwill after the worst has happened. Take a look at this outright apology from JetBlue Airlines after a major service mishap. Excellent Problem Response Letter From American Airlines. See the first sentence of JetBlue’s response).

Airlines 56

Airlines Examples Customer Confidence Video 56

Michelli Experience

OCTOBER 12, 2016

For example, had I read about something like Indian airline, IndiGo’s, recent effort to create a “quiet zone” (no children under age 12 in rows 1-4 or 11-14), I would have assumed a well thought out process. Ultimately, the marketplace will determine if “quiet zones” are a positive innovation for the airline traveler or if they are a flop.

Airlines 100

Airlines Travel How To Customer Experience Design 100

InMoment XI

NOVEMBER 23, 2022

Unfortunately, understanding the need for correct sample sizes and understanding how to select the right sample sizes are two different issues. Here, we’ll walk you through the sample size formula and how to apply it. For effective sample size determination, many researchers rely on the sample size formula. .

Travel 260

Travel Study Airlines Survey 260

Myra Golden

FEBRUARY 15, 2019

Let me walk you throw exactly how to pull this off. You have to smoothly transition into how you can better understand, and then fix the problem. American Airlines Used the Snatch and Flip with Me. I was trying to check in for my American Airlines flight on my phone. ” Steps one and two are easy. Snatch the Emotion.

How To 87

How To Airlines Training System 87

ShepHyken

MARCH 10, 2024

He always offers up powerful and usable ideas, and this time, he’s sharing how to create a customer-focused culture. Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times. When you hear the words “surge pricing,” companies like Uber come to mind.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

Helen Dewdney

JANUARY 31, 2022

Will changes bring fairer system for airline passengers? Genuine redress and goodwill gestures should be proportional to the amount spent but the current regulations do not take this into account and therefore low cost airlines are hardest hit. Although it may save airlines money the devil will be in the detail of any changes.

Government 59

Government Airlines Travel Consulting 59

Help Scout

JULY 13, 2021

Teach your team how to apologize. Final call for boring One man was on hold for 15 hours with Australian airline QANTAS. If you sell something to them, you are (at least morally) responsible for their experience. Use systems to catch outliers. Don’t wait for a customer to report it; use technology to spot out-of-bounds situations.

Chatbots 136

Chatbots Customer Service How To Self Service 136

Talkdesk

MAY 6, 2015

In fact, the airline industry scored a 71 out of a possible 100 when it came to customer satisfaction, according to the latest American Customer Satisfaction Index (ACSI). It seems it’s hard to scour newsfeeds today without complaints about the airline industry. So what can airlines do to bring their customer service to new heights?

Airlines 40

Airlines Call Center Customer Satisfaction Software 40

ImprintCX Articles

FEBRUARY 13, 2024

Empathy is the CX superpower and if I could figure out how to help clients hire people who are naturally empathetic, that would be it. Think elite frequent flyers on airlines. Treating someone who flies 200,000 miles a year with an airline the same as someone who flies once a year does not benefit either party.

Airlines 52

Airlines Feedback Culture Customer relationships 52

ReviewTrackers

APRIL 18, 2019

Any restaurant is bound to receive criticism about its food at some point, which makes it important for restaurant marketers to know how to handle food complaints in their online reviews. How to Handle Food Complaints about Taste or Presentation. How to Handle Food Poisoning Complaints. out of 5 points. out of 5 points.

How To 94

How To Airlines Insurance Advertising 94

Stella Connect

MARCH 30, 2022

For many companies, this is the biggest sticking point: not knowing how to establish criteria for recognition and rewards. The post How to Design a Call Center Rewards Program appeared first on Stella Connect. Deciding which way to go is a matter of priorities, which may change over time. Who will receive rewards?

Rewards Programs 52

Rewards Programs Call Center How To Contact Center 52