Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way. Customers flying through Sacramento might have seen a handwritten thank you note attached to their luggage when they arrived at their destination last month. Don’t turn it into a sales pitch.

How To 372

How To Airlines Social Media Course 372

Michelli Experience

APRIL 25, 2017

Here are a few examples: Frequent interactions that involve saying “no” to customers. Few businesses have as many rules (no strollers, “No you can’t get up and go to the bathroom yet”, “Turn off your cell phone”, “Stop playing your music without headphones”, “No your bag is too large to go overhead.”). Customers must yield control.

Airlines 100

Airlines Self Service Customer Experience Travel 100

Michelli Experience

APRIL 19, 2017

The post {Infographic} A Contrarian View on the United Airlines Customer Nightmare appeared first on Joseph Michelli.

Airlines 100

Airlines Infographics Customers Customer Experience Design 100

ShepHyken

JULY 1, 2022

Since the global pandemic hugely impacted the airline sector, the metaverse has become increasingly important. Travel businesses are developing systems that will allow customers to virtually experience?hotel Customer Engagement Framework in Tech Mahindra. Understand the customers . Optimizing performance .

Airlines 78

Airlines Travel Hotels Social Media 78

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Software 143

Software Customer Engagement Engagement Omni-Channel 143

CloudCherry

APRIL 5, 2019

Translate Strategy to Experience – There’s evidence that companies which are known for delivering extraordinary customer experiences are also those which are clear about their leading value discipline. . 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

Experience Investigators by 360Connext

DECEMBER 11, 2014

This inevitably leads to problems and customers disappear. The best companies begin with a mission directly aimed at customers. Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

InMoment XI

JULY 16, 2024

Personalized Customer Interactions Deepening the understanding of individual customer preferences and behaviors is key to personalizing communications and offers. Tailoring experiences based on current trends and insights enhances customer engagement and loyalty.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Personalized Customer Interactions Deepening the understanding of individual customer preferences and behaviors is key to personalizing communications and offers. Tailoring experiences based on current trends and insights enhances customer engagement and loyalty.

Tips 195

Tips Management Social Media Hotels 195

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Experience Investigators by 360Connext

APRIL 7, 2015

We booked our flight through US Airways , but all our flights were operated by American Airlines. It should be noted it was booked this way through the airline, meaning we weren’t cobbling together two flights. The AIRLINE changed both flight times in the months between booking and leaving. Thanks, AA! No complaints.

Airlines 110

Airlines Customer Experience Travel Hotels 110

Experience Investigators by 360Connext

JANUARY 21, 2015

But the experience is more than what a customer does after purchase. Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

ShepHyken

DECEMBER 21, 2020

My Comment: But, are you doing a good job in those (and other areas) of the customer experience? ZDNet) The COVID-19 pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology.

Customer Service 124

Customer Service Airlines Tips Customer Service Strategies 124

Kitewheel

FEBRUARY 11, 2020

The customer experience for airlines is made even worse by the shrinking window for customers to reach their gate, frustration at people cutting in line, or a sense that there are not enough attendants at the front desk, gate, or any other location. For an airline, long or unwieldy lines also represent a business problem.

Airlines 52

Airlines Industry Loyalty Programs Travel 52

ECXO

SEPTEMBER 4, 2024

By expecting the unexpected, you’re better equipped to turn potential crises into opportunities for positive customer engagement. For instance, if a product recall happens, having a plan in place to communicate clearly with customers and address their concerns can help maintain trust even in a difficult situation.

Customer Experience 156

Customer Experience Airlines Handbook Policies 156

Experience Investigators by 360Connext

MARCH 4, 2015

In episode 15, we tackle the subject of how certain industries can get away with treating customers poorly and still get good business results. Industries that have long held customers because of lack of choices like airlines, cable and financial institutions are now beginning to pay the piper! Customer inclusion from the start.

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Vonage

MARCH 16, 2017

Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. It is all a reminder that we are in business for one reason – to service and sell the customer. Hire the attitude.

Customer Service 149

Customer Service Customer Centricity Airlines Exceptional Customer Service 149

Michelli Experience

AUGUST 26, 2016

So why would I suggest the merger of technology and customer experience execution is both the “age of wisdom and the age of foolishness”… Put simply because some companies believe that technology alone will create customer engagement.

Technology 100

Technology Customer Experience Airlines Customers 100

Currency Alliance

FEBRUARY 26, 2021

In most companies, the loyalty program operates as a fairly separate business with little coordination among other departments that coordinate customer touchpoints. Nearly every function of a business should have some responsibility for building loyalty among customers. These trends will only accelerate.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Michelli Experience

AUGUST 8, 2017

I am generally content with my airline experiences and I have a lot of them. That said, maybe airlines are moving even further in the direction of “experiential offerings.” That said, maybe airlines are moving even further in the direction of “experiential offerings.” Launching an airline is NO small feat.

Airlines 113

Airlines Strategy Travel Transportation 113

Alida

JUNE 15, 2016

He discusses the steps smart market researchers should take to get closer to customers and integrate findings across the rest of the enterprise. Poynter looks at international airline Cathay Pacific as an example of what brands should be doing.

Marketing 100

Marketing Airlines Customer Centricity Study 100

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” She was the perfect frontliner for American Airlines – or for that matter, any type of business. .

Airlines 134

Airlines Customer Service Training Course Engagement 134

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Some Corporate Vision, Mission & Values Statements Get Close… Some corporate vision and mission statements can be a great jumping-off point for a Customer Experience Mission. ” Their employees are known to be warm, friendly and fun.

How To 214

How To Airlines Brands Hotels 214

LoyaltyPlus

MARCH 23, 2022

The saving grace for airlines has been the growth of cargo. Putting this in perspective, cargo typically constituted 10% of the airline business before the pandemic. It should therefore come as no surprise that the familiar concept of airlines rewarding agents or freight forwarders has gathered renewed momentum.

Airlines 40

Airlines Loyalty Self Service e-support 40

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it. Four airline employees were needed in Louisville, so they needed four seats.

Airlines 48

Airlines Customer Service Social Media Policies 48

CSM Magazine

FEBRUARY 26, 2019

As new channels emerge, customers expect that the servicing brand will provide proactive information through all channels of communication, eliminating the need for them to reach the brand and initiate a contact.

Omni-Channel 63

Omni-Channel Engagement Customer Engagement Multi-Channel 63

LoyaltyPlus

NOVEMBER 10, 2020

We’re all very aware of the unique and unprecedented challenges airlines face today. As a well-established Loyalty Solution provider, previously sold as the branded solution for a well known PSS, we are perhaps one of the best kept secrets in the airline market in terms of our own brand. But now we’re emerging into the open market.

Airlines 40

Airlines Loyalty Self Service Loyalty Programs 40

Think Customers

APRIL 5, 2016

More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. percent in 2014 to 79.9

Airlines 40

Airlines Report Customers Customer Engagement 40

Think Customers

OCTOBER 18, 2015

After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system.

Airlines 40

Airlines Training System Customers 40

ShepHyken

JANUARY 18, 2019

It’d be like getting on an airline that’s committed to a great in-flight experience, but the pilot’s messages can only be 30 seconds in length, flight attendant interactions are limited, and you have a brief survey at the end asking how your peanuts were. Would you consider that a great customer experience?

Customer Experience 100

Customer Experience Contact Center Airlines Average Handle Time 100

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride. by Scott Kendrick.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

FEBRUARY 13, 2024

Whether the customer drives a $25,000 Ford or a $250,000 Ferrari, if they are treated poorly, they aren’t coming back. Regardless of what store you go to, what hotel you stay at, what airline you fly, and what car dealership you do business with, it’s not about the grandeur or the glamour. It’s about how businesses make us feel.

Customer Experience 146

Customer Experience Transportation Hotels Airlines 146

Calabrio

APRIL 20, 2016

Or, is it a buzzing and dynamic environment equipped with 21 st century customer engagement and analytics technology that empowers businesses to predict customer needs? Gone are the days when a customer’s first instinct was to pick up the phone to contact his or her cable provider or airline carrier.

Contact Center 100

Contact Center Omni-Channel Airlines Social Media 100

Michelli Experience

OCTOBER 12, 2016

For example, had I read about something like Indian airline, IndiGo’s, recent effort to create a “quiet zone” (no children under age 12 in rows 1-4 or 11-14), I would have assumed a well thought out process. Ultimately, the marketplace will determine if “quiet zones” are a positive innovation for the airline traveler or if they are a flop.

Airlines 100

Airlines Travel How To Customer Experience Design 100

Think Customers

DECEMBER 12, 2014

Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy customerobsessedcultures cxcurriculum forrester southwestairlines usaa'

Airlines 75

Airlines Customer Experience Professionals Culture Financial 75

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? Since that time it has consistently been among the highest profitable of full-service airlines around the world.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Experience Investigators by 360Connext

NOVEMBER 22, 2022

I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way. Customers flying through Sacramento might have seen a handwritten thank you note attached to their luggage when they arrived at their destination last month. Don’t turn it into a sales pitch.

How To 143

How To Airlines Social Media Course 143