ijgolding

NOVEMBER 18, 2014

Last week I had very high expectations of three particular organisations – the W Hotel in Leicester Square; Scandinavian Airlines (SAS); and the Admiral Hotel Copenhagen. I was excited to fly to Copenhagen with Scandinavian Airlines (SAS). I expected it to feel a somewhat better experience than other airlines.

Customer Expectations 215

Customer Expectations Hotels Airlines Travel 215

ijgolding

JUNE 5, 2017

In fact, in the light of recent horrific customer experiences served up by British Airways and United Airlines (to name but two), it was with a sense of relief that we would be getting to and from Paris via Eurostar, taking us through the channel tunnel. The next time I travel to Paris, it will be by air. Things will always go wrong.

Airlines 164

Airlines Travel Hotels Transportation 164

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

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

SurveySensum

OCTOBER 28, 2024

Some say it can reveal everything from customer loyalty to future revenue growth. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. NPS is a legend in the world of CX KPIs.

NPS 52

NPS Loyalty Effort Score Analysis 52

ijgolding

SEPTEMBER 2, 2015

Ryanair are now the largest international airline IN THE WORLD!!!!! They have become so large, that they are the 6th largest airline overall – only surpassed with airlines that have significant domestic traffic. Love them or hate them, no-one can ignore the hard, simple facts. appeared first on IJ Golding.

Airlines 120

Airlines Travel Financial Customer Experience 120

ProProfs Chat

FEBRUARY 22, 2019

A Forrester report highlights increasing customer retention by 5% can increase profits by up to 95%. Loyal customers spend about 30% more with brands than new customers. An investment to increase retention by 5% is surely a worthy business investment. Simple formula: Customer Retention = Engagement + Investment.

Customer Retention 82

Customer Retention Engagement Strategy Rewards Programs 82

C3Centricity

AUGUST 17, 2020

Another CNBC article highlights others including cruises, fitness, energy and airlines. Whether or not these too were headed downwards or not, customers hold the key to success more than ever before as their spending becomes less impulsive. RightNow Customer Experience Impact Report. Customers 2020 Report.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

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

InMoment XI

NOVEMBER 20, 2023

Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses. This personalization not only enhances customer satisfaction but also drives sales and fosters brand loyalty.

Customer Experience 243

Customer Experience Strategy Chatbots e-support 243

ijgolding

APRIL 25, 2017

Failure to apply common sense, continues to destroy customer experiences all over the world. Unless you have been living in a cave with no access to Wi-Fi, it can not have escaped your notice that United Airlines have come in for some rather heated criticism lately. That did not happen.

Airlines 164

Airlines Hotels Customer Experience Connections 164

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS).

NPS 195

NPS Effort Score Customer Centricity Loyalty 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

ijgolding

SEPTEMBER 26, 2017

” Getting passengers to their chosen destination is the most basic of basic needs an airline is expected fulfil. In yet another PR disaster for the airline industry , Ryanair’s management failings have led to thousands of passengers NOT having their basic needs met. The airline industry is no different to any other.

Airlines 76

Airlines Touchpoint Customer Journeys Travel 76

ProProfs Chat

MAY 31, 2019

Loyalty goes a long way in defining and building relationships between people. Be it our personal relationships or even the relationship we have with the customers. For a business organization, having a loyal customer base is essential for success. Increasing customer retention by just 5% boosts your profits by 25-95%.

Loyalty Programs 66

Loyalty Programs Loyalty Net Promoter Score How To 66

ShepHyken

APRIL 17, 2017

Bestselling author and business expert, Joseph Michelli, shares five important basics that you must consider if you want those sought-after customer referrals. How to Drive Customer Loyalty Among Millennials by Timi Garai. Emarsys) Loyalty needs to be fun. A repeat customer may not be a loyal customer.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

Michel Falcon Experience

OCTOBER 23, 2014

I’ve learned a lot about customer experience in my career. I know that if you want to improve your customer experience within your organization, you don’t start with the customer. Southwest Airlines taught me that you must first begin with your employee’s experience.

Course 154

Course Training Competitive Advantage Employee Experience 154

Kayako

JANUARY 24, 2018

Did the comparison site or airline double book me? I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Excellent customer experiences grow customer loyalty. adrianswinscoe.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

C3Centricity

DECEMBER 3, 2018

(Source: RightNow Customer Experience Impact Report). By 2020, customer experience will overtake price and product as the key brand differentiator. Source: Customers 2020 Report). A 10% increase in customer retention levels result in a 30% increase in the value of the company. Source: Bain & Co).

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

ShepHyken

NOVEMBER 26, 2018

My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people. Customer Retention Made Easy by Samir Palnitkar. Customer Experience by Tom Fishburne.

Customer Service 88

Customer Service Airlines Employee Engagement Rewards Programs 88

SurveySensum

SEPTEMBER 21, 2023

In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs. This strategic move resulted in doubling their business, showcasing the power of leveraging customer retention to drive growth. So, customer retention is indeed crucial. But what is it exactly?

Customer Retention 52

Customer Retention Strategy Gamification Loyalty Programs 52

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D.,

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Hotels 60

ijgolding

NOVEMBER 8, 2016

As a result, the brand has gown into the world’s largest international airline, with far less FANS than it has CUSTOMERS. Many people were willing to buy in to the Ryanair proposition of ‘low fares guaranteed’, but without liking what the brand stood for. So let me bring you back to the sad story of Leyton Orient.

Sports 237

Sports Entertainment Airlines Customer Base 237

Currency Alliance

MAY 9, 2019

Few brands have yet appreciated that, as this blossoming mobility marketplace becomes highly competitive, strategies and tools will be needed to capture this insight, maximize customer retention, and minimize CPA – not just in their existing spheres of control, but across every channel that funnels customers to their service and keeps them engaged.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Points and miles are a dominant and popular form of loyalty value. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

SurveySensum

FEBRUARY 13, 2025

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging and improving customer retention and loyalty. How can you increase your customer base, revenue, and customer loyalty ? Lets jump right in!

Net Promoter Score 52

Net Promoter Score NPS Strategy Effort Score 52

ijgolding

FEBRUARY 9, 2017

One case of bad CS that made it viral was the service provided by United Airlines. To voice his concern regarding the service the airline was providing, he wrote a special song just for the business which gained over 1.6 million views and several thousand comments from other customers who felt similarly.

Customer Service 120

Customer Service Airlines Fashion Sports 120

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

ijgolding

MARCH 31, 2017

Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. If you have been a follower of my writing for some time, you will know that I am no stranger to air travel!

Comparison 120

Comparison Customer Experience Airlines Travel 120

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. Turning loyalty members into evangelists. By David Harrington.

Hospitality 74

Hospitality Travel Industry Brands 74

Think Customers

AUGUST 31, 2020

The importance of customer loyalty and retention can’t be overstated. Loyal customers are less price sensitive and more likely to make frequent purchases—in addition to being brand advocates. Research also shows that just increasing customer retention rates by 5 percent increases profits by 25 percent to 95 percent.

Loyalty 52

Loyalty Company Net Promoter Score Contact Center 52

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

ShepHyken

MAY 15, 2017

A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. .

Customer Service 69

Customer Service Airlines eBook Loyalty 69

SurveySensum

AUGUST 4, 2023

In today’s competitive marketplace, building strong customer loyalty has become a game-changer for retailers. And by delivering personalized customer loyalty programs, retailers can deliver a great customer experience in retail. Points-Based Loyalty Programs Starbucks has a points-based loyalty program.

Loyalty Programs 52

Loyalty Programs Retail Loyalty Feedback 52

Wired and Dangerous

DECEMBER 10, 2018

The flight attendant on the airline does the same “notice the exits” speech before every flight. They are continually raising the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty! Service providers focused on delivering GREAT service!

Self Service 98

Self Service Airlines Loyalty Training 98

Retently

AUGUST 23, 2022

Small stores are placed in the same category as giants like Amazon, and regional airlines are grouped along with international carriers. As a result, the average NPS in your sector may not accurately reflect the type of experience that customers have with your business.

Net Promoter Score 147

Net Promoter Score Ecommerce Tips NPS 147

Comm100

OCTOBER 17, 2017

This is why an effective social media support strategy can double as a stellar marketing strategy – customers trust their friends and contacts more than they trust advertisements. Increase Customer Loyalty. Research has shown that 86% of high-value customers are more loyal to brands they engage with on social media.

Social Media 178

Social Media Customer Service Customer Care Feedback 178