InMoment XI

JUNE 30, 2016

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries.

Customer Expectations 150

Customer Expectations Airlines Analytics Industry 150

InMoment XI

OCTOBER 28, 2021

I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. As Jan Carlzon, former CEO of Scandinavian airline SAS, once said, “If you’re not serving the customer, your job is to be serving someone who is.”. Every Team Owns Part of the Customer Experience.

Airlines 370

Airlines CRM Government ROI 370

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. If your industry didn’t make it into the ACSI list, comparing yourself to the overall US customer satisfaction score of 76.5% While it helps to know where you stand relative to your peers, the key to success is to focus on always improving your own score and customer experience. . Ambulatory Care: 77%. Banks: 81%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. That’s the customer expectation.

ROI 309

ROI How To Touchpoint Hotels 309

Customers Rock!

AUGUST 16, 2012

And when things go wrong, customers often flock to social media to air their grievances; a perfect example is the article I recently co-authored for Forbes Online, with Mark Fidelman , about the Southwest Airlines 3 Million Fan Flash Sale fiasco. In my book , I talk about Killer Customer Service. Expectations.

Social Media 227

Social Media Airlines Guidelines Customers 227

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

ProProfs Chat

AUGUST 28, 2020

That’s why customers have higher expectations from you. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand.

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

ShepHyken

DECEMBER 9, 2024

Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors. Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy.

Feedback 74

Feedback Effort Score Airlines Hospitality 74

Advantage Communications

OCTOBER 9, 2024

The airline industry is one of the most customer-centric industries, where every interaction matters—whether it's booking a flight, modifying a reservation, or managing a last-minute cancellation. This is the largest gap across all industries, highlighting a significant challenge for airlines in meeting customer expectations.

Airlines 52

Airlines Industry Customer Experience Touchpoint 52

Kayako

MAY 13, 2022

Customer satisfaction affects the bottom line because it is a critical predictor of retention and repeat revenue. Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Fortunately, customers also like to help themselves.

Self Service 295

Self Service Knowledge Base e-support Policies 295

GetFeedback

JANUARY 12, 2020

But what about customer requests that, if implemented, would undermine the brand promise? Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. airline, which has a more than a four-decade record of leading the U.S. Some call it a “ cattle call.” About the guest author.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers.

Tips 195

Tips Management Social Media Hotels 195

ECXO

DECEMBER 20, 2023

Over two decades, digital transformation has reshaped customer expectations, roles, and the very concept of value creation. Evolution of Customer Value: We will trace the evolution of customer value from the agrarian era to the Gen AI era, highlighting the profound shifts that have occurred along the way.

Airlines 207

Airlines Culture Innovation Groups 207

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! The best ones evolve with the marketplace and ever-changing customer expectations.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

CX Journey

MAY 8, 2019

They provide examples of Southwest Airlines and American Express and how these two companies have linked internal service quality to profitability. Southwest Airlines and American Express Travel Services were cited as prime examples of companies reaping the benefits of this connection. It is linked to - or drives - employee retention.

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

Beyond Philosophy

JUNE 15, 2018

This video from Sanlam Investments explains it well (and in under a minute): Mental Accounting is why customers will make strange buying decisions from time to time. Airlines Run Mental Accounting Too Often in the Red. This T-Mobile ad is an excellent example of how mental accounting and other costs can affect your customers.

Airlines 144

Airlines How To Guidelines Customer Experience 144

Beyond Philosophy

MARCH 23, 2018

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. They looked at the flying times for comparable flights between the same cities on the same airlines and at the same time of year. Airlines are Managing Customer Expectations.

Airlines 124

Airlines Management How To Transportation 124

Kerry Bodine

JULY 20, 2015

This is great news for the pessimists whose strategy is to expect the worst and then enjoy a pleasant surprise when the apocalypse doesn’t happen. But in the customer experience world, this doesn’t fly. Instead, you need to align your customers’ expectations with the experience you can actually deliver. Never , JetBlue?

Airlines 120

Airlines Insurance Customer Expectations Customers 120

ijgolding

JUNE 21, 2017

The lucky ones get to go into the airline lounges. In accepting the award, Manchester Airport head of marketing said: “2016 was an incredible year for the airport with record passenger numbers and expansion by lots of our airlines. This should act as a Customer Experience Reality Check – please do not ignore it.

Customer Experience 181

Customer Experience Airlines Travel Transportation 181

Vonage

OCTOBER 6, 2015

It’s just a small touch to improve customer experience, but it’s nice (and very convenient) to hear FedEx say “Good morning, Mr. Kaufman. Compare this with the telephone service from my favorite airline and taxi companies. They could improve customer experience by putting their convenience second. Finally, I asked.

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Intro Voice: (00:04).

Customer Expectations 85

Customer Expectations Management Communication Customers 85

ECXO

JANUARY 16, 2024

Over two decades, digital transformation has reshaped customer expectations, roles, and the very concept of value creation. Evolution of Customer Value: We will trace the evolution of customer value from the agrarian era to the Gen AI era, highlighting the profound shifts that have occurred along the way.

Airlines 156

Airlines Culture Innovation Groups 156

GetFeedback

JUNE 10, 2019

Here’s a great example of a customer satisfaction survey from Volotea that measures the qualitative experience after flying with this European low-cost airline. In such a competitive environment, Volotea needs to make sure that the service it provides satisfies their customers.

Feedback 199

Feedback Survey Conference Airlines 199

ECXO

SEPTEMBER 4, 2024

This empathetic approach has not only created loyal customers but also garnered widespread praise for the company. Southwest Airlines: Humility and Ego Control Southwest Airlines embodies the Stoic principle of diminishing ego through its employee-first culture. Your customers—and your team—will thank you.

Customer Experience 156

Customer Experience Airlines Handbook Policies 156

Customers Rock!

MARCH 30, 2010

This post will discuss the operational perspective of Customer Obsessed Service – what does it take to make this happen at an organization? Expectations. Before we can discuss Customer Obsessed Service, we need to make sure we understand customer expectations. I couldn’t agree more!

Social Media 169

Social Media Airlines Guidelines Customers 169

NICE inContact

OCTOBER 4, 2019

In a desperate attempt to make the connection, you tweet your airline #pleasewait! Of course, they won’t hold the plane, but customer-oriented airlines will definitely prioritize your tweet and assist you immediately on how to get to your gate as soon as possible. The digital age is changing customer expectations.

Airlines 138

Airlines Social Media Travel Metrics 138

CSM Magazine

FEBRUARY 5, 2025

Airline Industry: Transparency and Communication in Service Failures Flight delays and cancellations are among the most challenging customer service failures, and airlines often find themselves under scrutiny when disruptions occur. The quality of the response plays an equally crucial role.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

Uniphore

OCTOBER 7, 2021

The chain took the feedback on board, designed new labels to showcase Lily’s insight to her fellow customers and renamed the product “giraffe bread.” American Express Counts the Benefits Maintaining your status as one of the world’s largest credit card providers comes with huge customer expectations.

Examples 113

Examples Customer Service Company Airlines 113

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) 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.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Inbenta

OCTOBER 30, 2024

As the pace of business picks up, meeting customer expectations while delivering timely and accurate information can be a challenge. Customers may phrase their questions differently: “What time should I arrive?” ” or “When do the gates close?

Airlines 52

Airlines User Experience Analysis Groups 52

GetFeedback

SEPTEMBER 2, 2019

The authors also state that the reason these companies can stay profitable despite appalling customer service is that they own large market shares in their industry usually consisting of millions of customers. Little wonder people are most frustrated with airlines, internet, cable, and telephone service providers.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Beyond Philosophy

AUGUST 11, 2022

He said he thought the combination of high customer expectations, lack of customer awareness, insufficient staffing, and absence of empathy led to a perfect storm for poor experiences. The deficit happened because people were not flying as much during the pandemic, so the airlines laid off the pilots.

Airlines 146

Airlines Net Promoter Score Self Service Effort Score 146

NICE inContact

MAY 10, 2019

Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital channels. At the same time, the customer experience has become the #1 competitive differentiator, making many companies examine and reconsider their customer service strategies.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

CX Journey

AUGUST 22, 2014

I think the airlines are getting better about rebooking travelers in this scenario, but it doesn''t always happen. Southwest Airlines has a team called Proactive Customer Service that works with 14 other departments to ensure operational efficiencies, effective communications, and better customer accommodations.

Customer Experience 166

Customer Experience Travel Airlines Hotels 166

Aveus

JULY 12, 2017

It seems no matter whom I am talking with in business lately, a key theme is that customer expectations are higher and changing more rapidly than ever before. This reality seems to have sped up in the last 24 months within most industries due to technology advancements and shifts in what customers want and expect in their experience.

Airlines 100

Airlines Effort Score Travel Culture 100

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