ShepHyken

SEPTEMBER 16, 2019

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. Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours by Jim Tincher.

Airlines 98

Airlines Customer Service Automotive Omni-Channel 98

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. and “Trays. And if not, when?”

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

Experience Investigators by 360Connext

MAY 16, 2023

Southwest Airlines, while still recovering from their holiday-time meltdown, is known for proactively addressing customer concerns. On This Southwest Airlines Flight, Almost Everything Went Wrong. And when that does happen, they want to hear directly from the brand. I flew with them several years ago and the wifi was just bad.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

Experience Investigators by 360Connext

JANUARY 8, 2018

These often point back to the annoying, outdated, or altogether defunct touchpoints that don’t just disappear when you start a larger initiative. Airlines have long practiced “re-accommodating” ticketed passengers. We know what bothers our customers when they get snarky but not super angry on Twitter or our Facebook wall.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

CSM Magazine

JANUARY 26, 2024

The core message of Carlzon’s work revolves around managing these touchpoints to ensure positive customer experiences. Carlzon’s insights are drawn from his experience as the CEO of Scandinavian Airlines during a time when the company faced considerable challenges.

Touchpoint 52

Touchpoint Airlines Social Media Leadership 52

PeopleMetrics

JUNE 4, 2019

For example, in the airline industry, customers with the highest CLV are frequent fliers. American Airlines serves so many customers each day that following up with every individual complaint about a rude flight attendant or a broken seat is impossible. The sales force becomes a key touchpoint in the customer experience for B2B.

B2C 122

B2C B2B CEM Airlines 122

Kustomer

AUGUST 28, 2023

Southwest Airlines Rescues a Forgotten Bridesmaid Dress After flying to her sister’s wedding in Costa Rica, this bridesmaid realized she forgot to pack her bridesmaid dress, leaving it back home in Texas. As a last resort, she reached out to Southwest Airlines on Twitter after seeing they had a flight to Costa Rica the next morning.

Customer Service 52

Customer Service Airlines Hotels CRM 52

Zeisler Consulting

DECEMBER 8, 2021

From perusing your website, to making a selection there or in a physical location, to paying, to delivery, use, and re-purchase, Customers engage with your company along an entire journey filled with touchpoints not only directly related to what you build or do, but also in ways you might not even consider. Their reaction to my email?

Airlines 72

Airlines Travel Brands Touchpoint 72

Kustomer

JANUARY 2, 2024

Delta Flight Attendant Comforts Nervous Passenger To kick off 2023, a Delta airlines flight attendant , Floyd Dean-Shannon, sat in the aisle of the aircraft to comfort a nervous passenger on a flight to JFK. He calmly explained every sound and bump, holding her hand when the passenger was scared.

Customer Service 105

Customer Service Wait Times Airlines Social Media 105

ijgolding

SEPTEMBER 26, 2017

” Getting passengers to their chosen destination is the most basic of basic needs an airline is expected fulfil. In yet another PR disaster for the airline industry , Ryanair’s management failings have led to thousands of passengers NOT having their basic needs met. These touchpoints are equally as important.

Airlines 76

Airlines Touchpoint Customer Journeys Travel 76

Kayako

MARCH 2, 2017

Understand how touchpoints affect your relationship with your customer. Let’s take an industry most of us are familiar with: the airline industry. Virgin Atlantic arrived on the airline market making customer service part of its business strategy. First complain to one of my favorite airline. No movies, no TV.

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

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. When you offer only one better touchpoint, all the other points look and feel even worse.

Roadmap 139

Roadmap Customer Experience Airlines How To 139

ShepHyken

MAY 16, 2022

He also believes it’s important to measure the touchpoints found in a customer journey map. Power 2022 North America Airline Satisfaction Study. My Comment: This is more of a press release announcing the investment that Southwest Airlines is making into the customer experience.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

Alida

DECEMBER 15, 2016

One example comes from the airline industry. In 2013, Avianca Airlines, the second largest airline in Latin America, became the unified commercial brand of two leading airlines, Avianca and TACA.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Hello Customer

JUNE 5, 2023

A great example Bloem cited in her keynote is the airline Emirates. Ryanair customers don't choose that airline because they get great food and champagne, they choose it because they get to their destination quickly and cheaply. So getting the touchpoints right is important. They are also very consistent in this.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Effort Score 52

InMoment XI

NOVEMBER 20, 2023

Example : Airlines use sentiment analysis to assess customer feedback on social media, addressing concerns and improving overall customer satisfaction. Streamlining Customer Journey AI optimizes the entire customer journey by streamlining processes and reducing friction at every touchpoint.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

CSM Magazine

DECEMBER 13, 2023

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. For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

We use awareness, consideration, evaluation, conversion as the phases of the journey and connect to relevant touchpoints/marketing mixes. John Lewis, LATAM Airlines, Nestlé, Barclays and British Gas each had 6. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

MARCH 21, 2016

Specifically, they’ve neglected those touchpoints and interactions that come after the point of sale. Incomprehensible airline fare rules, draconian return policies, labyrinthine automated phone systems, insolent employees, and rage-inducing user interfaces have plagued the customer experience for decades.

eBook 120

eBook Customer Success Airlines Touchpoint 120

Currency Alliance

OCTOBER 12, 2021

The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. For airlines and hotel groups, frequent customers are business travelers, so their partner mixes are heavily biased toward fellow travel brands.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

SurveySparrow

JUNE 28, 2023

It encompasses every touchpoint, from the first point of contact to post-purchase support. Identifying touchpoints, emotions, and pain points at each stage allows for better optimization opportunities. They continuously refine these touchpoints to create a seamless and enchanting experience for visitors.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

ijgolding

MARCH 31, 2017

Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. And the employees were fantastic, but maybe some of the touchpoints could have had a better design.

Comparison 120

Comparison Customer Experience Airlines Travel 120

LoyaltyPlus

OCTOBER 4, 2020

LoyaltyPlus has over 25 years’ experience in the development and application of cutting-edge programmes and partnerships and its leadership in helping businesses ensure their customers remain loyal to their brands while optimising all touchpoints and customer experiences. And how much of an impact has this scenario had on the industry?

Airlines 52

Airlines Travel Transportation Government 52

GetFeedback

SEPTEMBER 2, 2019

Little wonder people are most frustrated with airlines, internet, cable, and telephone service providers. The authors also state that the reason these companies can stay profitable despite appalling customer service is that they own large market shares in their industry usually consisting of millions of customers.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Michelli Experience

APRIL 14, 2017

We were on our way to a wedding in Norway, with a layover in Hamburg, when the airline lost my husband’s luggage. Furthermore, this should be unique to each brand, survey, and even touchpoint. Tired and frustrated, we headed to a local department store to buy a whole new wardrobe. Emotion analysis for actionable insights.

Analysis 223

Analysis Feedback Effort Score NPS 223

NICE inContact

SEPTEMBER 4, 2019

But here’s the thing: customer service agents are the touchpoint between brand and customer, and if they’re not given the tools to work efficiently, they’re unlikely to make customers happy and keep them coming back. Why might customer service agents be unhappy? An omnichannel view that’s streamlined for efficiency would be a lifesaver.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

CX Journey

OCTOBER 13, 2015

Customer service is one component of that customer experience, albeit a major customer touchpoint. Gary Kelly, Southwest Airlines CEO. We know that delivering a great customer experience is critical to the success of a business. Without customers, what's the point?

Customer Experience 80

Customer Experience Airlines Touchpoint Employee Experience 80

SurveySparrow

JUNE 21, 2023

Hence, each touchpoint contributes to customer loyalty and the likelihood of future engagement. Signup for Free 14-Day Free Trial • No Credit Card Required • No Strings Attached Example: An airline proactively communicates travel disruptions to passengers, providing alternative solutions and ensuring their well-being.

Customer Experience 52

Customer Experience e-support Touchpoint Loyalty 52

LoyaltyPlus

MAY 18, 2020

The company leans on over 25 years’ experience in the development and application of cutting-edge programmes and partnerships – and its leadership in helping businesses ensure their customers remain loyal to their brands while optimising all touchpoints and customer experiences.

Loyalty 52

Loyalty Brands Airlines Tourism 52

LoyaltyPlus

MAY 18, 2020

The company leans on over 25 years’ experience in the development and application of cutting-edge programmes and partnerships – and its leadership in helping businesses ensure their customers remain loyal to their brands while optimising all touchpoints and customer experiences.

Loyalty 52

Loyalty Brands Airlines Tourism 52

SurveySensum

JULY 13, 2023

You must not launch an NPS survey here – that’s why it is imperative to know which survey to send at which touchpoint!] → “On a scale of 1-5, where 1 is ‘Very Difficult’, and 5 is ‘Very Easy’, how would you rate the ease of the payment process during your recent shopping experience with us?

Retail 52

Retail Survey Tools Customer Experience 52

SurveySensum

JULY 13, 2023

You must not launch an NPS survey here – that’s why it is imperative to know which survey to send at which touchpoint!] → “On a scale of 1-5, where 1 is ‘Very Difficult’, and 5 is ‘Very Easy’, how would you rate the ease of the payment process during your recent shopping experience with us?

Retail 52

Retail Survey Tools Customer Experience 52

Currency Alliance

APRIL 15, 2024

A low-frequency business would be an airline (for most people), or brands selling occasional purchases such as refrigerators, cars, laptops, shoes, gala dresses, etc. On the other hand, 60-70% of customers may be motivated to redeem in the currency of a partnered airline or hotel.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

CSM Magazine

APRIL 17, 2023

Aside from facilitating air transportation, airports are now also expected to provide tourists with their first and last touchpoints with their destinations. This, in turn, will bring more business and leisure travelers, which can then prompt more airlines to operate in the area.

Travel 52

Travel Customer Service Transportation Competitive Advantage 52

Innovative CX

NOVEMBER 21, 2019

Journey Mapping strategies include analyzing customer touchpoints and pain points as well as documenting specific phases of the customer’s interactions with an organization’s brand. Was it right for the airline to tell one of its most loyal customers to knock it off?

Customer Experience 40

Customer Experience Airlines Customer Journeys Study 40