BlueOcean

APRIL 1, 2025

One airline was on the hook for tens of thousands of dollars because of what their chatbot had erroneously said to customers. Brand Voice Consistency Beyond giving correct answers, your AI must speak in your brand’s authentic voice. This requires careful tuning of the natural language model.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

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. That’s what loyalty is. Ask Wells Fargo.

Loyalty 172

Loyalty Airlines Banking Customers 172

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. Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. 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

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. The checked baggage fees. The snacks we don’t get anymore.

Airlines 129

Airlines Travel Report Consulting 129

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.” What is Loyalty Anyway? That’s loyalty.

Loyalty 137

Loyalty Loyalty Programs Airlines Rewards Programs 137

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. 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? Ways a brand has thanked you as a customer.

How To 372

How To Airlines Social Media Tips 372

BirdEye

MARCH 27, 2025

When a crisis hits, how a brand responds can make or break its reputation, influencing customer trust, market value, and long-term success. Every brand must be prepared to navigate unexpected challenges, from global giants to emerging startups, with a well-planned approach. This is where brand crisis management comes into play.

Examples 52

Examples Brands Management Airlines 52

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

JANUARY 8, 2018

They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience. Airlines have long practiced “re-accommodating” ticketed passengers. Customers complained but it didn’t necessarily impact their loyalty…until the infamous video. ). Little things matter.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

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

CSM Magazine

FEBRUARY 5, 2025

When a customer experiences a service failure, you’d assume their trust in the brand takes a hit. Brands that master this can turn slip-ups into opportunities to strengthen customer relationships, often resulting in higher satisfaction than if no issue had ever occurred. Cognitive Dissonance People dislike conflicting feelings.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

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

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. 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.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

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. Overbooking and United’s Technology Initiatives. Data Plus People.

Airlines 113

Airlines Data Travel Consulting 113

ShepHyken

OCTOBER 20, 2024

But for the right company or brand, this can work well. How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive (Industry Dive) Nearly 70% of consumers will pay more for brands that they love. My Comment: Let’s learn from some recognizable brands about how their relationship marketing.

Customer Service 77

Customer Service Customer Centricity Entertainment Airlines 77

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

InMoment XI

NOVEMBER 19, 2024

Contact Centers In customer service, contact center AI hallucinations can damage brand credibility. These cases were either not real, misidentified judges, or featured non-existent airlines. It combines sentiment analysis, predictive modeling, and real-time insights to help you drive customer satisfaction and loyalty.

Contact Center 195

Contact Center Healthcare Training Financial 195

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 296

Strategy Customer Centricity Social Media Analysis 296

SurveyGizmo

FEBRUARY 4, 2021

Loyalty and retention are not the same, but they are definitely related. Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. And it’s not a single metric.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

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

C3Centricity

OCTOBER 7, 2020

” In other words, people are always searching for ways to reduce their stress that is caused by cognitive dissonance when shopping and selecting brands. It’s not only the great product or service that generates loyalty but the implicit message that “you matter to us!” 2 Focus on Brand Commitment.

Marketing 288

Marketing NPS Net Promoter Score Effort Score 288

ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. 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?

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

SurveySensum

OCTOBER 28, 2024

Some say it can reveal everything from customer loyalty to future revenue growth. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. NPS is a legend in the world of CX KPIs.

NPS 52

NPS Loyalty Effort Score Analysis 52

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Experience Investigators by 360Connext

DECEMBER 11, 2014

Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! Loyalty does not mean forever for customers. According to the NPD Group, nearly half of those who described themselves as highly loyal to a brand were no longer loyal a year later. Teams are built based on experience.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

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. What’s behind the improved performance is what some call the “loyalty effect.”

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

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

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

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.”. Such things as….

Airlines 100

Airlines Travel Transportation Customer Centricity 100

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. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

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 Airlines Brands Hotels 214

C3Centricity

OCTOBER 22, 2020

According to MarketingCharts.com, shoppers now believe that their data benefits companies and brands more than it does themselves. In the Janrain report “Brand Trust Survey” 48% of US internet users try to buy exclusively from companies they trust to protect their personal data. Source: MarketingCharts.com.

Retail 357

Retail Advertising Course Survey 357

Currency Alliance

OCTOBER 12, 2020

About three years ago, I was flying from Barcelona to New York on United Airlines. That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

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

Comm100

NOVEMBER 23, 2016

We all know customer loyalty is the driving engine for a flourishing business. But what is customer loyalty, actually? Customer loyalty is having customers who are committed your company and your products , not just a price point that a competitor can easily emulate. A solid customer loyalty program. A free item?

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs Airlines 100

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 Airlines Brand Values 144