Airlines Culture Customer Centricity Tips 
Lumoa
JUNE 14, 2023
To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Even the CEO is known to take customer service calls every once in a while – talk about customer centricity!
Beyond Philosophy
AUGUST 29, 2024
Listen to the podcast: It might seem counterintuitive to your bottom line and the concept of customer-centricity, but the fact is that sometimes you have customers that you should fire. You’re supposed to serve your customers. You’re supposed to be customer-centric.
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Zeisler Consulting
JANUARY 12, 2022
As I’ve mentioned before , in an imperfect world, often it’s the Customer support experience that really tips the scale on CX. It’s not like I demand to talk to the CEO of an airline if they lose my luggage. And this brand definitely came through there.
ShepHyken
JUNE 20, 2016
World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity. by Kushal Dev.
Zeisler Consulting
JANUARY 12, 2022
As I’ve mentioned before , in an imperfect world, often it’s the Customer support experience that really tips the scale on CX. It’s not like I demand to talk to the CEO of an airline if they lose my luggage. And this brand definitely came through there.
Customer Alignment
AUGUST 15, 2017
The poor management of these areas is probably the airline customers’ biggest pain point. Even if disruption is sometimes unavoidable; airports, airlines and all other parties involved in the travel process shouldn’t be excused from taking responsibility and ownership of the problem from the customer.
Kustomer
JANUARY 21, 2021
VP of Strategy and Analytics at Walker, Troy Powell, knows that one of the most effective things a company can do to provide the best CX is to unite every department and to become more customer-centric across the board. Tips for Transforming a Customer-Centric Business. But they really didn’t understand B2B.
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