AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Net Promoter Score 150

Net Promoter Score Survey Airlines CRM 150

GetFeedback

NOVEMBER 20, 2018

And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. Integrating with your CRM and/or email provider makes it easy to automate survey distribution. And if you integrate surveys with your CRM , then you can avoid asking for information you already have.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

Thematic

MARCH 30, 2025

Instead of waiting for calls, an airline uses customer service insights to get ahead of the storm. By analyzing real-time social media and support tickets, the airline can detect rising frustration. Integrate Customer Service Insights into CRM and Data Platforms Customer data is powerful—but only if your teams can access it.

Customer Service 62

Customer Service Strategy Self Service Airlines 62

GetFeedback

JANUARY 12, 2020

Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Some call it a “ cattle call.”

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

InMoment XI

JULY 16, 2024

Utilizing CRM tools like Salesforce or HubSpot can help businesses gather and analyze customer data to create tailored marketing strategies. Consider the example of United Airlines, which faced a major backlash after a video of a passenger being forcibly removed from an overbooked flight went viral.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Utilizing CRM tools like Salesforce or HubSpot can help businesses gather and analyze customer data to create tailored marketing strategies. Consider the example of United Airlines, which faced a major backlash after a video of a passenger being forcibly removed from an overbooked flight went viral.

Tips 195

Tips Management Social Media Hotels 195

NICE inContact

OCTOBER 4, 2019

Prioritization can be based on many things, such as source origin, CRM data, keywords or number of likes, comments, shares, retweets, or followers. In a desperate attempt to make the connection, you tweet your airline #pleasewait! And what if you are on the move, without laptop access and in a hurry to catch a flight?

Airlines 138

Airlines Social Media Travel Metrics 138

C3Centricity

DECEMBER 3, 2018

CEX #CRM #CustomerFirst Click To Tweet. CustomerFirst #CEX #CRM #Customer Click To Tweet. Even in the sector with the smallest range (airlines), there was a 5% difference between companies. Read on for some of the most useful tips I’ve seen on the topic of adopting a customer first strategy. NO more excuses!

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

NICE inContact

MAY 10, 2019

CXone enables WebHelp to provide seamless integration across various interaction channels, together with a 360° view of customer data for agents to support personalisation via integration with Swedish Rail’s current CRM environment. For Swedish Rail and its partner WebHelp, the journey continues.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

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.

Airlines 40

Airlines Loyalty Self Service Travel 40

Service Untitled

JUNE 11, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Airlines customer satisfaction showing improvement Cheryl June 11, 2010 Customer Service , Specific Companies , Surveys No Comments Airlines continue to test our patience and tolerance with new fees. How does a summer surcharge ranging from $10 to $30 sound?

Airlines 41

Airlines Customer Satisfaction Effort Score Travel 41

Service Untitled

APRIL 7, 2010

This morning Spirit Airlines announced an up to $45 charge for each piece of carry-on luggage placed in the overhead bins. Spirit Airlines has been compared to the Irish airline equivalent of Ryanair that also offers no frills, little customer service, and coin-operated onboard toilets. The charges will begin August 1st.

Airlines 41

Airlines Travel Policies Customer Satisfaction 41

ShepHyken

SEPTEMBER 15, 2024

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine (CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.

Self Service 85

Self Service Loyalty Programs Customer Service Airlines 85

Talkdesk

MAY 6, 2015

In fact, the airline industry scored a 71 out of a possible 100 when it came to customer satisfaction, according to the latest American Customer Satisfaction Index (ACSI). It seems it’s hard to scour newsfeeds today without complaints about the airline industry. So what can airlines do to bring their customer service to new heights?

Airlines 40

Airlines Call Center Customer Satisfaction Software 40

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. All the new functionality will be deployed and trained remotely.”. www.flyasky.com.

Airlines 40

Airlines Loyalty Hotels CRM 40

C3Centricity

AUGUST 26, 2019

CEX #CRM #CustomerService #CustomerSatisfaction Click To Tweet. Another example used by Swiss airlines and their parent company Lufthansa almost had me agreeing to give all my information, not just the necessary data to make my experience more comfortable. Make them Feel Special.

Fashion 189

Fashion Customer Centricity Airlines Customers 189

C3Centricity

OCTOBER 7, 2020

Today, these include Southwest Airlines, Nordstrom, USAA and L.L. Since Zappos talks so openly about their culture and also shows the value of it by becoming incredibly successful, many other companies have strived to follow their example.

Marketing 288

Marketing NPS Net Promoter Score Effort Score 288

Service Untitled

AUGUST 17, 2010

Most airlines operate on the same air routes, and every day packed planes travel the same routes, so is rating arrival times and customer service just splitting hairs? Statistically the airlines with the best on time records operate out of less congested airports and have less planes. million payout.

Airlines 40

Airlines Customer Service Travel Transportation 40

SurveySensum

NOVEMBER 26, 2024

The platform can seamlessly integrate with other platforms like CRM systems, etc. Integration and Compatibility Qualtrics: Qualtrics offers extensive integration options, allowing data to be gathered and unified from various systems or platforms such as CRM systems, analytics tools, marketing tools, etc.

Comparison 52

Comparison Effort Score Analysis Self Service 52

ShepHyken

JUNE 4, 2018

CustomerThink) Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s expectations. I have added my comment about each article and would like to hear what you think too. Feldberg & Tami Kim.

Customer Service 76

Customer Service Airlines CRM Social Media 76

Forrester

JUNE 21, 2016

Even in the industry with the smallest spread, airlines, the CX leader enjoyed a healthy 5 percentage point advantage in global revenue. Read more Categories: CRM; age of the customer; sales; marketing; customer service; CX; customer experience; technology.

Customer Experience 75

Customer Experience Airlines CRM Sales 75

C3Centricity

NOVEMBER 16, 2014

You’re not in the airline business? Allowing me to have a quick coffee before dashing to the gate certainly made my morning and my own speed in doing so enabled him to empty the lounge as he was required to do without too much delay. What has this got to do with your own customer service excellence?

Customer Service 223

Customer Service Social Media Connections Customer Centricity 223

CSM Magazine

JANUARY 27, 2025

CRM Systems for Managing Relationships Great relationships dont just happentheyre built over time with consistent effort and the right tools. For online wholesale stores juggling countless buyers, Customer Relationship Management (CRM) systems are a lifeline. What can a CRM system actually do for your customer service?

Customer Service 52

Customer Service Multi-Channel Chatbots Social Media 52

ProProfs Chat

FEBRUARY 22, 2019

You can also integrate your live chat with MS Dynamics CRM to store all visitor details as leads. For example, United Airlines offers United MileagePlus , a popular airline rewards program. The airline continues to enhance its MileagePlus program, offering members new ways to earn and redeem miles as well as other benefits.

Customer Retention 82

Customer Retention Engagement Strategy Rewards Programs 82

Storyminers

JULY 6, 2020

Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Talkdesk

APRIL 28, 2020

TAP Air Portugal is a Star Alliance member and one of Europe’s most awarded and fastest-growing airlines, flying to 89 destinations in 34 countries across the globe. The airline operates more than 2,500 weekly flights and had 16 million passengers in 2019.

System 64

System Airlines Contact Center Hospitality 64

ShepHyken

AUGUST 22, 2022

SoftClouds) Here are the Top 10 Successful CX Strategies compiled by SoftClouds, a company that provides IT, CRM, and CX solutions to clients worldwide. The airline industry has been plagued with all kinds of problems that are not very passenger friendly. Top 10 Successful CX Strategies – 2022 by SoftClouds.

Customer Service 14

Customer Service Hospitality Airlines Hotels 14

LoyaltyPlus

AUGUST 17, 2021

Centurion, South Africa, 18/08/2021, Drukair, the national airline of the Kingdom of Bhutan has chosen LoyaltyPlus in a direct relationship for continuation of its Loyalty services through migration to a new Passenger Services Solutions (PSS) provider in 2021. Contact: Len Lubbe. Telephone: +27 82 452 3595. Email: len@loyaltyplus.cloud.

Loyalty 52

Loyalty Airlines Hotels Loyalty Programs 52

Interactions

MAY 20, 2021

Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. . Or should hotels and airlines continue to be cautious? However, it’s impossible to know what these brands should expect. Will this summer mark a full return to normal operations?

Hospitality 62

Hospitality Travel Brands Self Service 62

Customer Guru

MAY 8, 2018

Pawar is a Business Practice leader with over 23 years of industry experience of working with various Fortune 500 customers in their Customer Experience, Digital Marketing, CRM, Loyalty Programs, Business Intelligence and Analytics transformation engagements. Which is the one CX initiative you had pioneered that you are proud of the most?

Culture 71

Culture Loyalty Programs Airlines Customer Centricity 71

Storyminers

JULY 6, 2020

Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Alida

JULY 28, 2016

Big data refers to the massive amount of information amassed digitally—every time we watch something on cable TV, buy airline or concert tickets, purchase something in a department store, do just about anything online and so on. The rise of big data. Join 400+ marketers, customer experience and innovation pros by registering today.

Data 100

Data Social Media Analytics Entertainment 100

Comm100

DECEMBER 22, 2016

KLM Dutch Airlines, which allows customers to manage their booking from Facebook Messenger, is ahead of the curb. In live chat, advanced integrations can include screen sharing, analytics, help desk, CRM applications, and more. Today six of the top 10 global apps are messaging apps, used by 1.4

Omni-Channel 80

Omni-Channel Trends Multi-Channel Customer Service 80

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

LoyaltyPlus

APRIL 8, 2022

LoyaltyPlus is an independent Customer Relationship Management (CRM) company committed to offering complete client retention through its cutting-edge loyalty programmes and partnerships. In other words, to deliver a thin layer of low-cost technology to enable amazing agility.

Loyalty 52

Loyalty Airlines Customer Relationship Management Loyalty Programs 52

Service Untitled

APRIL 29, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer complaints to be addressed by airlines Cheryl April 29, 2010 Angry Customers , Customer Service 1 Comment New travel regulations formulated by the Department of Transportation become effective tomorrow on April 29th and will help US airlines better serve travelers.

Airlines 41

Airlines Transportation Travel Exercises 41

InteractionMetrics

MARCH 27, 2025

Airlines and hotels use this strategy all the time. Use CRM tools to identify churn risks early: Technology helps identify at-risk customers so you can proactively reach out and address concerns before they leave. Tiered Rewards: Customers earn status as they make more purchases. These incentivize them to stay loyal.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52