Blake Morgan

AUGUST 8, 2023

              With its many changes and outside forces, the airline industry is challenging for customer experience. When Oscar first stepped into his role as CEO of United Airlines, he prioritized developing the shared purpose, or the mission, vision, and values.

Airlines 52

Airlines Customer Focused Leadership Travel 52

ijgolding

SEPTEMBER 18, 2014

I must point out that I do not know Brian, but feel that the story is so compelling, that many should read it to understand the consequences of failing to be empathetic towards customers. These words were posted on Irish airline Aer Lingus’s Facebook page on the 17th September (2 days ago): It unfortunately has had to come to this.

Airlines 211

Airlines Travel Social Media Course 211

ShepHyken

MARCH 8, 2021

Singapore Airlines Opens a Customer-Service School for Businesses by Katie Deighton. My Comment: Want to learn customer service from the best? You could hire the training professionals at Ritz-Carlton, Disney, Zappos, and even our company, The Customer Focus. Introducing a newcome to the list, Singapore Airlines.

Customer Service 147

Customer Service Airlines Hospitality Infographics 147

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you choose to fly with this airline over the others? .

Fashion 131

Fashion Self Service Interaction Airlines 131

Experience Investigators by 360Connext

MAY 23, 2019

Here are just a few ways collaboration is what’s next in customer experience, whether or not your organization is ready for it! Customer Focus Means Cooperation, Even with Competition. Many of those we consider competitors have realized to serve customers, they must cooperate. Customer Focus Means Focusing on Diversity.

Net Promoter Score 40

Net Promoter Score Social Media Fashion Airlines 40

Blake Morgan

SEPTEMBER 17, 2024

                                                                            United Airlines is transforming its customer experience with advanced tools like AI, mobile apps, and real-time communication. ” To learn more visit www.8CXLaws.com.

Airlines 59

Airlines Technology Self Service Customer Experience 59

ShepHyken

AUGUST 3, 2022

No employee should be treated poorly by customers. . The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Have a recording that directs the customers with lost luggage to call the airline they used.

Airlines 138

Airlines Leadership Training Customer Service Training 138

ShepHyken

OCTOBER 3, 2016

This is a world-wide celebration and some great people in Rwanda remind us that the celebration is not only for customers, but for employees as well. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

ShepHyken

AUGUST 17, 2022

Carlzon was president of Scandinavian Airlines, and he used this concept to turn a sub-par airline into one of the most admired airlines in the industry. He had plenty of examples of how various interactions passengers had with the airline’s employees created an experience that made them want to return and do business again.

Airlines 138

Airlines Comparison Advertising Customer Service Training 138

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. Yes to low fares with nothing to hide.

Airlines 167

Airlines Advertising Travel Customer Service Training 167

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 254

Strategy Customer Centricity Innovation Airlines 254

ShepHyken

SEPTEMBER 16, 2019

Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk. My Comment: Full disclosure: I do most of my flying on American Airlines. Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours by Jim Tincher.

Airlines 106

Airlines Customer Service Automotive Omni-Channel 106

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

ShepHyken

DECEMBER 21, 2020

Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. My Comment: Did satisfaction ratings in the airline industry really go up? For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 124

Customer Service Airlines Tips Customer Service Strategies 124

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

APRIL 28, 2017

Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. The result of reducing YEARS off the wait time for one region illustrates the power of customer experience! Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

ShepHyken

MARCH 6, 2019

I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. The customer service agent was happy to accommodate my request. I called the airline back and, once again, they were happy to accommodate my request. She rebooked me on the later flight. Sure enough, there was.

Airlines 119

Airlines Customer Service Training Travel Training 119

ShepHyken

APRIL 19, 2017

Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. Airline personnel get angry. And, that goes for all other airline personnel. This great story starts with some bad news that was out of the airline’s control.

Airlines 87

Airlines Policies Government Travel 87

Comm100

AUGUST 17, 2022

Answer: “The companies that figured this out started investing in this, started training people to deliver on it, not just frontline customer service reps, but entire organizations go through training to be more customer-focused. Everybody has a customer, whether it be the outside customer or an internal customer.

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Meeting How To Airlines Virtual Agent 159

ijgolding

JANUARY 19, 2016

The immigration official and customs official I still had to interact with were no better – I was certainly not getting any sense of the ‘have a nice day’ culture non US citizens tend to see as the stereotype. The cabin crew on my American Airlines flight to Miami were….

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120

Beyond Philosophy

DECEMBER 11, 2014

In the final of our series of nine posts about the parts of your organization that affect Customer Centricity, we have the Top Ten Mistakes Cultures Make with Customer Experience : Senior management and back office employees are not spending time with Customers. This revealed how they thought of Customers.

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Culture Customer Experience Customer Centricity Airlines 134

Service Untitled

APRIL 7, 2010

Service Untitled The blog about customer service and the customer service experience. Their low prices lead the industry, but their policies toward the public most likely defies any basic rules of customer service no less customer satisfaction. And isn’t this all a part of customer service?

Airlines 41

Airlines Travel Policies Customer Satisfaction 41

ShepHyken

MAY 31, 2017

I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. He stood out, compared to many of his co-workers, as a person willing to do anything within his power to take care of his customers. Maybe your organization is truly customer-focused.

Airlines 84

Airlines Customer Focused Customer Service Training Culture 84

ijgolding

OCTOBER 19, 2015

I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other. At the centre of the chaos was a human – not an employee of SAS – the airline who had caused the problem was nowhere to be seen.

Customer Experience 120

Customer Experience Airlines Customer Centricity Customers 120

ShepHyken

MAY 29, 2017

My Comment: What United Airlines scandal! The day or two after the scandal where a United Airlines passenger was physically and brutally removed from the plane, the stock plummeted and United lost almost a billion dollars in value. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Service 102

Customer Service Airlines Chatbots Resources 102

ShepHyken

MARCH 26, 2018

Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines. How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

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

QuestionPro Audience

AUGUST 28, 2017

David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping. We will walk you through customer journey mapping and best practices and present alongside a case study with Emirates Airlines. 3 months after a sale?

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., You must let your customers know you are listening to them! . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

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Survey Rewards Programs Airlines Hotels 127

ShepHyken

APRIL 17, 2019

He knew it was difficult for his customers to learn a new software program, so the bare minimum effort was all he needed to keep his customers. He didn’t like the way big airlines treated customers. He said they were taking the mickey out on the customer. That’s why Richard Branson started Virgin Air.

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Airlines Banking Customer Service Training Software 104

ShepHyken

DECEMBER 12, 2018

They separated themselves by promoting that they are smaller, which makes it easier for their customers to get in and get out. They also pride themselves on a different brand of customer service they refer to as “helpful service.”. Southwest Airlines is known for low fares, not charging for checked bags and no change fees.

Banking 127

Banking Airlines Advertising Customer Service Training 127

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 85

Self Service Customer Service Airlines Touchpoint 85

Vonage

NOVEMBER 24, 2015

Sometimes, passengers seem to think that bad weather is the airlines’ fault, but nobody seemed to have that opinion on that day. The other pilot and the flight attendants seemed to be happier too, and as a result, they delivered an even higher level of customer service. Anyone can be a leader when it comes to customer service.

Customer Service 120

Customer Service Airlines Customers Culture 120

ShepHyken

JUNE 6, 2018

I notice the same type of behavior happens with airlines and hotels. It’s easy to spot the frequent traveler by the way they are treated by airline and hotel employees. So, it appears that frequency might warrant a better customer experience. The same might go for how much a customer spends. Follow on Twitter: @Hyken.

Airlines 100

Airlines Hotels Loyalty Programs Loyalty 100

ShepHyken

MAY 22, 2017

Companies must learn to strike a balance between technology and human-to-human if they want to maintain an emotional connection with their customers. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. So, it’s time for a more positive spin on all of this. For information contact or www.hyken.com.

Customer Service 83

Customer Service Airlines Self Service Tips 83

Experience Investigators by 360Connext

MAY 16, 2023

This proactive, customer-focused approach made me a loyal customer. Sometimes proactive problem-solving is simply communicating directly with the customer. Southwest Airlines, while still recovering from their holiday-time meltdown, is known for proactively addressing customer concerns.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

ShepHyken

NOVEMBER 5, 2018

Here’s Why Airlines DON’T Care About Customer Service by Kindra Cooper. CCW Digital) Airlines seem to be above reproach when it comes to poor customer service, and the average air traveler knows it. That may appear to be the case with some airlines, but I’ll argue that it’s not true for all.

Customer Service 86

Customer Service Airlines Wireless Retail 86