Experience Investigators by 360Connext

JANUARY 8, 2018

Customer experience repair and improvement can be completely overwhelming! They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience. Customer experience repair is always the first step! What would THEY change about the customer experience?

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

Helen Dewdney

JUNE 20, 2023

Judith Turner, Deputy Chief Ombudsman on The Complaining Cow Consumer Show Our Approach to Accessibility Cases Since it began operation in 2018, the Rail Ombudsman has considered many different issues arising out of accessibility brought by passengers who have encountered difficulties when travelling on the rail network.

Travel 78

Travel Consumers Transportation Training 78

ijgolding

DECEMBER 17, 2014

Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common feeling I have in my experiences with airlines. I wrote the review after my outbound flight with them to Oslo.

Airlines 209

Airlines Company Customer Journeys Travel 209

ijgolding

JANUARY 14, 2019

My first blog post of 2019 is not going to be a long, drawn out diatribe about the challenges of long-term relationships! In 2018, the Customer Experience Professionals Association (CXPA) celebrated its 7th birthday. Please do not panic!!! However, I do want to draw your attention to the second paragraph in the Wikipedia definition.

Customer Experience 246

Customer Experience Airlines Customer Journeys Customer Centricity 246

Beyond Philosophy

AUGUST 14, 2017

The gleaming space is light and airy, with a bright red tram whisking passengers from one end to the other like something out of a sci-fi movie. Detroit’s airport is an example of a trend toward making terminals more pleasant and easier for passengers to navigate. 5 Ways Airports are Changing the Traveler Experience.

Airlines 0

Airlines Travel Consulting Retail 0

ijgolding

AUGUST 6, 2018

I often write my blog posts and articles whilst travelling on either a train or an aeroplane. The irony (life is full of so many of them) in me choosing to make use of travelling time to write about my favourite subject, is that the experience of travelling on either a train or an aeroplane is rarely one that I will remember.

Customer Experience 148

Customer Experience Travel Transportation Airlines 148

Kustomer

OCTOBER 19, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. However, the reality was quite different.

Customer Service 59

Customer Service Airlines Exceptional Customer Service Social Media 59

Vonage

NOVEMBER 24, 2015

I’ve seen pilots engage with passengers before, but Gerald Higginbotham takes it to a whole new level. It was more than a simple greeting, he was building a rapport and having real exchanges with the passengers. It was more than a simple greeting, he was building a rapport and having real exchanges with the passengers.

Customer Service 120

Customer Service Airlines Customers Examples 120

Beyond Philosophy

SEPTEMBER 23, 2014

Four angry passengers, one of them with a wet shirt. Two planes worth of delayed passengers. The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. The passenger was arrested in Boston.

Airlines 134

Airlines CEM Consulting Customer Experience 134

Beyond Philosophy

APRIL 17, 2017

You’ve probably seen the viral video of the man being seized by his arms and roughly dragged down the aisle by police officers, his shirt riding up, his face bloodied, and his glasses skewed on his head as horrified passengers watched. According to news reports, the man was a passenger on a United flight from Chicago to St.

Airlines 110

Airlines Social Media Travel Customer Centricity 110

ijgolding

MARCH 16, 2016

‘Bowling over’ a career Customer Experience ‘nut’ is not that easy to do! What makes the experience all the more amazing, is that what actually happened is not really anything that remarkable!! The gate was announced as normal – all passengers arrived at the gate to board at the allotted time of 09:50.

How To 120

How To Travel Airlines Meeting 120

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. About 7 years ago, while working on my book The Zappos Experience , I remember talking to the CEO of Zappos, Tony Hsieh, about his company’s culture of customer experience excellence. Such things as….

Airlines 100

Airlines Travel Transportation Customer Centricity 100

ShepHyken

MARCH 23, 2018

The key: That passion and purpose must be communicated and conveyed effectively from senior leadership throughout management and all employees, so that they are more compelled to consistently deliver a superior product, service, and customer experience. Stating your mission once is not enough. Vitalize the mission by actions and words.

Communication 82

Communication Leadership Airlines Social Media 82

kommunicate

JUNE 10, 2021

One of the leading passenger airlines that dominates the low-cost carrier segment is your preferred choice for your next travel. However, aiming to capitalize on their existing customer base by enhancing experience remains their top agenda. appeared first on Kommunicate Blog. Their digital [.].

Multi-Channel 52

Multi-Channel Airlines Travel Sales 52

Experience Investigators by 360Connext

OCTOBER 15, 2014

Picture me, in a pedicab, on the way to a party, yelling across to Ann, a passenger in another pedicab, “Hey! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. appeared first on Customer Experience Consulting. You are Ann Handley!”

Social Media 275

Social Media Consulting Conference Communication 275

Beyond Philosophy

SEPTEMBER 20, 2017

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. To make matters worse, until last night Ryanair wouldn’t tell passengers who might be next, releasing cancellations only up through September 20th and causing anxiety for everyone flying after that. Ryanair – The Worst in Customer Experience.

Airlines 153

Airlines Policies Social Media Travel 153

CX Journey

AUGUST 1, 2017

It appeared on their blog on November 28, 2016. When the two collide, this becomes a customer experience nightmare. Have you ever been on a flight and heard the pilot announce: They have some flow, and we were able to get some of their passengers bumped up into our flight ? Because it's in his vocabulary, not in his passengers'.

Communication 131

Communication Customers Industry Training 131

Beyond Philosophy

JULY 10, 2017

brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience. It is faster and less of a hassle for travelers, which improves the experience for everyone involved.

Retail 125

Retail Travel Case Study Airlines 125

Uniphore

OCTOBER 7, 2021

The brand focuses on the small things, such as helping customers find and purchase products faster and providing personalized experiences. This example may be a little extreme, but Nordstrom’s superior customer service encourages customers to come back for more and share their positive experiences.

Examples 113

Examples Customer Service Company Airlines 113

ijgolding

SEPTEMBER 2, 2015

So it may come as no surprise that I should write a blog post with a rather confusing headline. 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’ . Some say that I am easily confused!

Airlines 120

Airlines Travel Financial Customer Experience 120

Beyond Philosophy

JUNE 15, 2018

It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. So, how much does it cost to ask a passenger to pay for what they consider part of the fare?

Airlines 144

Airlines How To Guidelines Customer Experience 144

Beyond Philosophy

JANUARY 2, 2018

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. She immediately understood the seriousness of the issue for the passenger. This, however, was a far more emotional situation for the passenger. Michael Lowenstein, Ph.D.,

Airlines 111

Airlines Consulting Leadership Analysis 111

Beyond Philosophy

AUGUST 24, 2023

Companies should consider this cost when designing their experiences that require waiting. Your overall experience should be this simple equation of benefits minus costs. In other words, you should determine whatever benefits you’ll get from it, minus the costs imposed upon you; that’s the net experience you get.

Self Service 78

Self Service Conference Wait Times Banking 78

Experience Investigators by 360Connext

JANUARY 21, 2015

Many customers experience the product or service offered by an organization differently than how the organization anticipates. Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase. ” Click To Tweet. .

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

Experience Investigators by 360Connext

DECEMBER 15, 2014

This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Such perks are out of reach for most of us, so we look longingly on at the way the special passengers travel. Personalize the experience all customers. How do you gauge customer value?

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

ijgolding

SEPTEMBER 24, 2014

Many dinner table conversations about customer experience will end up talking about the airline industry. An industry that appears to be amongst the most glamorous has consistently struggled over the years to deliver consistently good experiences. Some of the biggest customer experience horror stories have been served up by airlines.

Customer Experience 246

Customer Experience Airlines Travel Entertainment 246

Beyond Philosophy

MAY 30, 2024

A Master Class Part 3: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Welcome to the third episode of our Master Class series on the Psychology of Customer Experience.

How To 78

How To Social Media Examples Customers 78

Experience Investigators by 360Connext

APRIL 7, 2015

And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. They had left without us, as well as several other passengers in the same situation. We are distressed passengers. Spring Break! Fun in the sun! Let me present the facts.

Airlines 110

Airlines Customer Experience Travel Hotels 110

BirdEye

OCTOBER 6, 2023

We will break down how to measure reputation risk, strategies for identifying vulnerabilities, and what you can do to protect your reputation in this blog. The video showed the officers dragging a 69-year-old Asian American passenger from his seat onboard a United Express flight at O’Hare International Airport in Chicago.

Strategy 57

Strategy Social Media Airlines Software 57

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. work to prove or debunk a myth (or myths) through a series of experiments involving trial and error, advanced exploration and communication. I am a big advocate of the policies and procedures myth! Shep Hyken.

Customer Service 0

Customer Service Policies Communication Training 0

Customer Bliss

APRIL 14, 2016

If you’re serious about customer experience, I think you should consider this as well. Love Lyft More Than Uber: What about passengers? This Uber vs. Lyft analysis on Lifehacker breaks down passenger experience and pricing for both services, and comes to determine Lyft is the better option.

Insurance 100

Insurance Wait Times Customer Experience Financial 100

ijgolding

OCTOBER 19, 2015

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. It did not occur to any of the SAS handling agents in Paris to ask if the stranded passengers were ok.

Customer Experience 120

Customer Experience Airlines Customer Centricity Customers 120

Blake Morgan

OCTOBER 20, 2022

Employee experience is the basis of customer experience and leads to strong revenue growth. Between staffing shortages, disgruntled and rude passengers and trouble reaching the crew scheduling desk, many employees are at the end of their rope. The link between employee experience and customer experience is unignorable.

NPS 98

NPS Airlines Management Employee Experience 98

ijgolding

JULY 19, 2016

Although I do not intentionally seek out experiences that fail to meet my expectations, on the occasion where I have an experience that really ‘irks’ me in some way, I feel that it is necessary to let the person ultimately accountable for Customer Experience understand my pain (metaphorically speaking of course!).

Customer Focused 120

Customer Focused Examples Customer Centricity Airlines 120

CustomerGauge

OCTOBER 2, 2017

You live, you learn, you stop manhandling passengers. This year, we learned a lot about how vital customer experience has become in competitive economies. The post Top 5 Customer Experience Lessons of 2017 appeared first on CustomerGauge.

Customer Experience 72

Customer Experience Airlines Customers 72

Beyond Philosophy

FEBRUARY 2, 2023

Essentially, the airport is separating the experienced passengers at security from those who need a bit more time. In the case of the airport, they are trying to provide a different experience based on what that type of traveler wants. Before we get into that, let me share an example of a segmentation that works.

Travel 78

Travel Groups Exercises Insurance 78