Doing CX Right
DECEMBER 30, 2022
The mass cancellations at Southwest Airlines provide valuable business lessons. Learn and apply best practices that are in your control to mitigate disruptions impacting customer loyalty and trust. Featured Blog Technology and Tools customer service Southwest Airlines technology
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.
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QuestionPro Audience
JANUARY 3, 2017
In order to best accommodate travelers, airlines offer several additional services where travelers can upgrade their seats, access airline exclusive lounges, and purchase in-flight food and entertainment. This gives airlines the perfect opportunity to boost their end-of-year sales numbers. Airlines need to identify new avenues to market to a tech-savvy audience and what better way to do it than understanding their spending habits.
Andrew Mcfarland
SEPTEMBER 3, 2020
A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. Customer Experience Customer Loyalty Covid-19 Loyalty Price Supply and Demand United Airlines
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. This cargo loyalty platform will enable the airline to manage the day-to-day accrual and redemption activities.
ijgolding
MAY 2, 2017
One of the stories featured in the article was about United Airlines and their much publicised PR disaster caused by the practice of overbooking flights. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S. We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve. United Airlines.
Steve DiGioia
APRIL 17, 2017
April is Customer Loyalty Month. 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. Customer Service Celebration of Customer Loyalty Month Customer Loyalty How to Create Customer Loyalty
Steve DiGioia
APRIL 17, 2017
April is Customer Loyalty Month. 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. Customer Service Celebration of Customer Loyalty Month Customer Loyalty How to Create Customer Loyalty
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.
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.”. Later I posed the question of whether Zappos would start an airline to Tony’s longtime friend and then CFO of Zappos Alfred Lin.
LoyaltyPlus
NOVEMBER 10, 2020
We’re all very aware of the unique and unprecedented challenges airlines face today. Loyalty programs will play a pivotal role in getting passengers back onto your aircraft, agreed? We’ve just completed the first 100% remote deployment of our cloud-based Airline Loyalty solution.
MyCustomer
JANUARY 25, 2023
Loyalty How a CX transformation can save Southwest
Andrew Mcfarland
DECEMBER 1, 2015
Customer Experience Customer Loyalty AA American Airlines BA Brand British Airways Finnair OneWorld Skyteam Alliance Star AllianceWhile 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 Promise: OneWorld offers “interline ticketing between member [.].
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. Given the time I spend on planes traveling to speak and consult, I have a fairly positive view of the airline industry. The biggest thing we do from technology is help run the airline better [in those situations].
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. Airline customers are being heard less precisely because they are saying more. The airline problem seems desperate.
Inbenta
JULY 29, 2021
8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. These situations call for superior airline customer service. Achieving top-notch airline support with chatbots. Airline chatbot examples.
ijgolding
SEPTEMBER 2, 2015
Ryanair are now the largest international airline IN THE WORLD!!!!! They have become so large, that they are the 6th largest airline overall – only surpassed with airlines that have significant domestic traffic. I expect all airlines to be able to promise safety – there is no denying that Ryanair has the newest, cleanest and greenest fleet of aircraft though. Some say that I am easily confused!
Beyond Philosophy
JUNE 19, 2017
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. One reason for this, the Times reports, is that airlines and other industries are under pressure from Wall Street to return strong profits each year. Cheap Airlines: Low Prices!
Currency Alliance
FEBRUARY 20, 2023
This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software.
ijgolding
JUNE 5, 2017
In fact, in the light of recent horrific customer experiences served up by British Airways and United Airlines (to name but two), it was with a sense of relief that we would be getting to and from Paris via Eurostar, taking us through the channel tunnel. I do not for a minute believe that the airlines care any more about me or my custom, but I can at least be more certain that the experience will be less shambolic. I have just returned from a wonderful four-day city break to Paris.
ShepHyken
APRIL 18, 2018
Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. A Wikipedia definition of a loyalty program summed it up well: Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program. Is one type of loyalty program better than the other?
Beyond Philosophy
OCTOBER 7, 2021
Loyalty is one of the most overused phrases in business today. ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Before we get into the rules, let’s talk about what loyalty is.
SurveyGizmo
FEBRUARY 4, 2021
Loyalty and retention are not the same, but they are definitely related. If loyalty and retention are not the same, how they are inextricably connected? Customer loyalty is about the emotional relationship a customer has with a brand.
Retently
AUGUST 22, 2018
“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. However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience. Why do Airlines Have Low Customer Satisfaction Ratings. And it’s not that airlines are oblivious to the underlying testimony.
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.
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. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. The post Cheap Airlines: Low Prices!
Michelli Experience
APRIL 25, 2017
Recently, high profile incidents at American Airlines ( a confrontation between a flight attendant and a mother with two children as well as another passenger overheard the flight attendant’s behavior concerning the mother’s stroller ) and United ( the forcible and injurious removal of a passenger on an overbooked flight ) highlight several major UICs facing airlines. For airline customers, that reliance occurs in a metal tube at 30,000 feet.
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.
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.”. Later I posed the question of whether Zappos would start an airline to Tony’s longtime friend and then CFO of Zappos Alfred Lin.
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. What Southwest Airlines is not, at least according the US Department of Transportation, is punctual, which is clearly not a great stat when you are in the transportation game.
Currency Alliance
DECEMBER 19, 2022
It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. The biggest opportunities for loyalty programs relate to operating more efficiently to reduce cost, and improving personalization. AI is much talked about.
Beyond Philosophy
MAY 10, 2017
If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” And it makes you wonder, why do we call them “loyalty” programs if they don’t make customers loyal? What is Loyalty Anyway? Loyalty means you’ve made an emotional attachment.
Experience Investigators by 360Connext
APRIL 7, 2015
We booked our flight through US Airways , but all our flights were operated by American Airlines. It should be noted it was booked this way through the airline, meaning we weren’t cobbling together two flights. The AIRLINE changed both flight times in the months between booking and leaving. Since everything on our end was the same, including flight numbers, we assumed the airline had determined this was a comfortable amount of time to make the connection.
Zeisler Consulting
JULY 26, 2022
But I’m not sure if I’d say that I’m staying with them out of ‘loyalty’. It’s kind of a weird thing to think about: loyalty to a brand. But when I think about things like my airline (I use the one hubbed in Denver, of course), or the brand of car we drive (sure, it’s good, but when we are in the market for a new one, history is only part of the decision-making process), there’s certainly nothing emotional when it comes to what those brands may consider our ‘loyalty’.
Michelli Experience
APRIL 19, 2017
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
ProProfs Chat
FEBRUARY 13, 2020
Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Mobile Customer Loyalty.
CSM Magazine
APRIL 26, 2018
After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 Airline customer satisfaction declines. All but four of the largest airlines saw passenger satisfaction decline in the past year. It was enough for the airline to reclaim the lead from JetBlue, which falls 4 percent to a score of 79. Alaska Airlines rises 1 percent to tie for second place.
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. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Emerging Trends Voice of the Customer airlinepassengerexperience customerexperiencetrends
Michelli Experience
APRIL 19, 2017
The post {Infographic} A Contrarian View on the United Airlines Customer Nightmare appeared first on Joseph Michelli. 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
MyCustomer
APRIL 18, 2019
Loyalty. How Southwest used behavioural science for CX
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