ShepHyken

OCTOBER 3, 2016

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. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. One thing stands out.

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

ReviewTrackers

MARCH 21, 2019

million accommodations, airlines, experiences, and restaurants. By staying on top of what people are saying, your business can build a stronger online reputation and gain valuable insights on how to deliver superior guest experiences. You can also gain valuable insights on how to deliver even better guest experiences.

Analysis 56

Analysis Hotels Travel Guest Experience 56

Experience Investigators by 360Connext

MARCH 26, 2015

But I enjoyed some little touches and thought I’d praise those companies who thought about the experiences enough to make my travels a little more enjoyable. I own my own business, meaning I can’t always be faithful to one airline. Airport lounges rock my world (quietly). Seriously. I know this isn’t ideal for me.

Travel 110

Travel Hotels Guest Experience Airlines 110

SurveySparrow

JUNE 28, 2023

Hence, this not only enhances the individual customer experience but also demonstrates a commitment to continuous improvement. Example: Delta Airlines has a robust customer feedback system in place. Hence, this innovation saves time for guests and improves operational efficiency.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

CX University

JULY 31, 2024

The retail sector provides a clear example of the importance of ‘everyone’ in Customer Experience (CX). Consider any retail establishment – department stores, specialty shops, restaurants, hotels, or airlines – and it’s evident that thousands of employees who interact with customers are essential in delivering the promised experiences.

Chief Customer Officer 52

Chief Customer Officer Culture Policies Retail 52

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Southwest Airlines began at Love Field in Dallas.

Customer Focused 40

Customer Focused Company Airlines Culture 40

Michel Falcon Experience

MARCH 17, 2023

I am in hospitality and restaurants, so often people turn to me to discuss all things related to hospitality and guest experience. But this is why customer experience is so hard to get right. Of course it does. It is easy, but it’s not always fair.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Michel Falcon Experience

APRIL 13, 2023

Cameron Herold: To build the business with them, no, but I really wish I knew Herb Kelleher from Southwest Airlines, and I emulated him a little bit. Michel Falcon: My last question, Cameron, it actually has to do with the guest experience. Fortune Magazine asked me in 2003, how do you hold your employees accountable?

Culture 60

Culture Company ROI Leadership 60

SurveySparrow

DECEMBER 20, 2018

United Airlines is a glaring example since it all came crashing down just because of the rude and uncooperative attitude of their employees. It is a place where the magic really happens and guest experience is the core of the company. Understand that the growth and strength come within.

Culture 69

Culture Company Policies Employee Engagement 69

Comm100

AUGUST 23, 2018

airline to offer customer service through video chat. I have never, ever seen anything that was more intuitively dead-on to making the guest experience seamlessly delicious, effortlessly convenient, with the ability to talk to your room and say: ‘Alexa, I am here, open the curtains, lower the temperature, turn on the news.’

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101