InMoment XI

AUGUST 15, 2022

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. Brands that focus only on one aspect of the experience are missing a huge opportunity. End-to-End.

Retail 397

Retail Customer Experience Airlines Hotels 397

QuestionPro Audience

JANUARY 3, 2018

Mobile technology creates a completely different experience at the airport, for both the customer and airline. A good mobile app adds to the customer experience, and creates brand loyalty. Airlines are looking to extend the customer experience in 2018.

Travel 294

Travel Airlines Consumers Loyalty 294

InMoment XI

NOVEMBER 2, 2022

In our over two decades of experience helping the world’s best brands positively impact their bottom line with Experience Improvement, we’ve heard quite a few of these ROI questions, and have determined the strategies at the heart of a profitable program. The optimal CX vision for your organization should be derived from your brand vision.

ROI 370

ROI Return on Investment Airlines Call Center 370

InMoment XI

MAY 31, 2022

Even if aggressive customers haven’t been a problem for your brand specifically, you’ve no doubt heard all the horror stories about employees and brands for whom they have been. As a result, many employees are expecting brands to make some pretty big changes in the post-pandemic era. What is ? . Employee Commitment.

Employee Experience 397

Employee Experience Customer Experience Airlines Trends 397

ijgolding

SEPTEMBER 24, 2014

Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline ‘story’ – and most of the time the stories are not particularly positive. You can read all of my Customer Experience Reviews here.

Customer Experience 246

Customer Experience Airlines Travel Entertainment 246

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. What about when they complete a training process or post about your brand on social media? Hotel brands sometimes thank customers for their 10th or 100th stay. Ways a brand has thanked you as a customer.

How To 372

How To Airlines Social Media Tips 372

Experience Investigators by 360Connext

DECEMBER 15, 2014

Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. ” These might not actually be their brand advocates , or even those who take the time to express any appreciation for good service. Ignoring the little guy in favor of the elite can mean big trouble for your brand.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

ijgolding

SEPTEMBER 2, 2015

On the one hand I am referring to a well known brand as ‘the world’s largest’ and on the other, I am asking whether or not they have changed. If a brand is the world’s largest, why would it even need to change? Ryanair are now the largest international airline IN THE WORLD!!!!!

Airlines 120

Airlines Travel Financial Customer Experience 120

ijgolding

NOVEMBER 18, 2014

Last week I had very high expectations of three particular organisations – the W Hotel in Leicester Square; Scandinavian Airlines (SAS); and the Admiral Hotel Copenhagen. Starwood boast the Sheraton and Le Meridien brands among their portfolio and are well known for delivering very good customer experiences.

Customer Expectations 215

Customer Expectations Hotels Airlines Travel 215

Customer Bliss

SEPTEMBER 7, 2017

It’s good branding, yes — but it’s also what companies should be doing, regardless of size. Airline margins are incredibly tight, and JetBlue will lose money on this in some form or fashion. Airline margins are incredibly tight, and JetBlue will lose money on this in some form or fashion.

Company 434

Company Airlines Fashion Government 434

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 if not, when?”

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

Experience Investigators by 360Connext

JANUARY 8, 2018

Airlines have long practiced “re-accommodating” ticketed passengers. Brands love to discuss how their great new logo or impressive mobile app will enhance the customer experience. And then there will be one less thing in your customer journey to prevent your customers from loving your brand. Ask your front-line folks.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. However, when it comes to industry, CSAT varies. . Ambulatory Care: 77%. Apparel: 79%. Banks: 81%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

ShepHyken

AUGUST 18, 2021

Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . If I had to book a flight on an airline, why would I choose one over another? That leaves airline schedules, seat availability, etc. That leaves airline schedules, seat availability, etc.

Airlines 174

Airlines Customer Experience Survey Customer Service Training 174

Experience Investigators by 360Connext

DECEMBER 29, 2014

This post compares the mission statements of two airlines and it’s sure to get you thinking about your own. Prevent customers from making negative associations with your brand by creating positive microinteractions. Before you start innovating, remember what customers want, and how to deliver it on their terms! Automated replies?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

GetFeedback

JULY 19, 2019

Some are calling CX the new marketing, others are calling it the new brand. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. Consider JetBlue, one of the leading airline carriers in the U.S., It’s one of the calling cards of the brand, typically.

ROI 309

ROI How To Touchpoint Hotels 309

C3Centricity

AUGUST 17, 2020

This is no longer possible as customers are sharing their experiences of companies and brands far more than just six months ago. Another CNBC article highlights others including cruises, fitness, energy and airlines. Walker forecast that by 2020, customer experience will overtake price and product as the key brand differentiator.

Strategy 293

Strategy Customer Centricity Social Media Analysis 293

ShepHyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Since the global pandemic hugely impacted the airline sector, the metaverse has become increasingly important. Accelerated conversions while decreasing fallouts .

Airlines 81

Airlines Travel Hotels Social Media 81

Lumoa

OCTOBER 13, 2017

Customer experience consists of countless details, but at the end, it all comes to what a customer thinks of your brand. Sometimes, you think your brand and customer experience are the same thing. In reality, if a customer perceives your brand in a different manner compared to you, that would be your true customer experience.

Social Media 256

Social Media Examples Customer Experience Advertising 256

C3Centricity

SEPTEMBER 17, 2018

It was asked recently on Quora and I answered it, as I do many posed on topics such as brand building and customer understanding. That’s because it is one that every company, product, service and brand should be asking! You’d be amazed how many brands are not competing in the category in which they think they are.

Airlines 198

Airlines Comparison Brands Consumers 198

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. A staggering 94% of consumers avoid a business due to negative reviews.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. A staggering 94% of consumers avoid a business due to negative reviews.

Tips 195

Tips Management Social Media Hotels 195

CloudCherry

APRIL 5, 2019

or “Tell us what you think about our brand and your experience?”. In Forbes Insights 50 Most Engaged Companies, research shows leading brands known for creating higher levels of Customer Engagement. Such as, The Ritz Carlton, Amazon, Apple, Costco, Footlocker, Lowes, Southwest Airlines, Google, USAA, and Netflix.

Omni-Channel 278

Omni-Channel Marketing Customer Experience B2B 278

QuestionPro Audience

MAY 18, 2018

But as a generation that is on the cusp of surpassing baby boomers as the nation’s largest living adult generation , it’s important for brands to take notice of the trends they’re setting as consumers. From there, they can decide which airline to fly, and where they’ll stay. Millennials are forging new norms for the travel industry.

Travel 186

Travel Airlines Transportation Guidelines 186

GetFeedback

JANUARY 12, 2020

In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Briefly, the argument is that leading CX brands outperform laggards by a lot. But what about customer requests that, if implemented, would undermine the brand promise?

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

The DiJulius Group

AUGUST 2, 2024

According to Forrester’s US Customer Experience Index (CX Index™) rankings report, CX quality among brands in the US has plummeted to an all-time low, marking a decline for the third consecutive year. Only 3% of companies are now.

Airlines 96

Airlines Training Customer Experience Groups 96

Kerry Bodine

JANUARY 29, 2019

The hiring organizations read like a Who’s Who of some of the world’s biggest and most respected brands, like Aviva, Barclays, BBVA, British Gas, Fiat Chrysler, Greenpeace, HSBC, John Lewis, Latam Airlines, Nestle, Qantas, Royal Bank of Scotland, Virgin Media, and Vodafone. Are you ready to join them?

Management 234

Management Apparel Chief Customer Officer Telecommunications 234

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently? What’s our Brand Promise?

How To 214

How To Brands Airlines Hotels 214

ijgolding

MAY 5, 2017

The recruitment process ‘window’ is a potential point of vulnerability in terms of perception and branding of a business to the interested outside world. It is important for a brand to t ake the opportunity offered by the recruitment process to present a well run, proactive, appealing view of an organisation to the target talent. .

Brands 144

Brands Customer Journeys Brand Values Airlines 144

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Brands 120

Brands Customer Experience Chief Customer Officer Case Study 120

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Below are real-life examples of how brands have delivered excellent customer service to transform a negative customer interaction into a positive experience.

Social Media 133

Social Media Wireless Airlines Loyalty 133

ijgolding

JULY 18, 2016

I also want to apologise for writing in a negative sense about a brand. Even if you have never had the opportunity to fly, BA is an iconic global brand. Words like ‘bland’ and ‘corporate’ are used in association with the airline – one person suggested that BA was positively ‘boring’. British Airways Club World.

Brands 120

Brands Travel How To Airlines 120

ECXO

DECEMBER 20, 2023

A global authority on customer experience and transformation, Lior has catalyzed success for top brands worldwide. The ECXO.org, is a not-for-profit, open-access CX Professional Business Network. Who is Lior Arussy? With 250+ global transformations and awards, Lior is a critical voice for achieving ultimate success.

Airlines 207

Airlines Culture Innovation Groups 207

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. Anjali Lai writes in her Forrester report that several high-intensity emotions are tightly linked to consumer spend, brand preference, and brand love. The analysts tell brands: These are the emotions that matter.

Analysis 223

Analysis Feedback Effort Score NPS 223

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. How To Build Customer Loyalty Brand leaders often associate “customer loyalty” with a customer’s likelihood of making repeat purchases. Customers expect (and deserve!)

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

C3Centricity

APRIL 17, 2018

This may be true for an airline, where the client is primarily basing their opinion on the service on board and the “niceness” of the crew. After all, every airline will get you from A to B. to your brand, based upon their own personal experiences, at least in most cases. marketing #brand Click To Tweet.

Strategy 248

Strategy Customer Centricity Innovation Airlines 248

Beyond Philosophy

OCTOBER 7, 2021

The damage to the brand was even worse than the fines. 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. If some other airline provided better service at the same price, people would flock to them. .

Loyalty 172

Loyalty Airlines Banking Customers 172