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 52

Airlines Loyalty Self Service e-support 52

Currency Alliance

AUGUST 15, 2024

This is precisely what loyalty programs were originally designed for, as marketing platforms purpose-built for measuring and incentivizing customer engagement, including when the customer is not shopping with your brand. Personalization comprises four key strategic initiatives.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Ecommerce 52

Blake Morgan

JUNE 7, 2023

Between cancellations, inflation, and the lingering impact of the pandemic, it’s been a rough year for the airline industry. The airline industry has faced a rocky road in the last few years. What sets the airlines apart is their commitment to customers and ability to deliver consistent, frictionless experiences.

Airlines 59

Airlines Customer Experience Data Effort Score 59

Doing CX Right

DECEMBER 30, 2022

The mass cancellations at Southwest Airlines provide valuable business lessons. Learn and apply best practices that are in your control to mitigate disruptions impacting customer loyalty and trust. The post Avoiding Customer Disruptions: Lessons Learned From Southwest Airlines’ Cancellations appeared first on Doing CX Right.

Airlines 59

Airlines Loyalty Customers Tools 59

Customer Bliss

JUNE 28, 2018

Let’s face it: the airline industry is tough. Do you remember how many airlines there were when you were a kid?) To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D.

Airlines 135

Airlines Industry Competitive Advantage Travel 135

ijgolding

MAY 2, 2017

One of the stories featured in the article was about United Airlines and their much publicised PR disaster caused by the practice of overbooking flights. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S. United Airlines. Chamber Of Commerce in Washington, D.C.,

Airlines 181

Airlines Customer Centricity Policies Travel 181

Inbenta

JULY 29, 2021

8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. These situations call for superior airline customer service. Achieving top-notch airline support with chatbots. Airline chatbot examples. Let’s face it. Automate flight search & bookings.

Airlines 88

Airlines Chatbots Self Service Travel 88

Beyond Philosophy

DECEMBER 14, 2023

However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. The problem lies in the assumption that ALL repeat business is motivated by loyalty. Let’s begin by defining customer loyalty and inertia. Take a moment to consider to whom in your life you feel loyalty.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

LoyaltyPlus

NOVEMBER 10, 2020

We’re all very aware of the unique and unprecedented challenges airlines face today. Loyalty programs will play a pivotal role in getting passengers back onto your aircraft, agreed? We’ve just completed the first 100% remote deployment of our cloud-based Airline Loyalty solution.

Airlines 52

Airlines Loyalty Self Service Loyalty Programs 52

Beyond Philosophy

JUNE 19, 2017

I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings. The checked baggage fees. The snacks we don’t get anymore.

Airlines 129

Airlines Travel Report Customer Experience 129

Beyond Philosophy

DECEMBER 8, 2023

While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. They certainly are, but not all repeat business is a result of loyalty. First, let’s establish clear definitions for customer loyalty and inertia.

Loyalty 88

Loyalty Airlines Consulting Financial 88

LoyaltyPlus

NOVEMBER 19, 2020

Centurion, South Africa, 20 November 2020, Asky, The Pan African Airline retains the LoyaltyPlus solution to run their Frequent Flyer Program (FFP) Asky Club by moving to a direct commercial agreement with LoyaltyPlus to enhance the relationship. All the new functionality will be deployed and trained remotely.”. www.flyasky.com.

Airlines 52

Airlines Loyalty Hotels CRM 52

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. When it comes to the airline industry the weather, so to speak, is frighteningly challenging. In fact, I’ve often thought about opening an airline and transforming service in that industry.”. Such things as….

Airlines 230

Airlines Travel Transportation Customer Centricity 230

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

Currency Alliance

JULY 16, 2024

‘Dynamic pricing’ is normally discussed in terms of the pricing of inventory – such as the cash price for a given hotel room, airline seat, or commodities, etc. But this concept should also apply to the redemption value of loyalty points and miles. The redemption value of a loyalty currency is fixed by most brands.

ROI 40

ROI Loyalty Loyalty Programs Hotels 40

CSM Magazine

OCTOBER 18, 2024

We’ll examine the intricate dance between data-driven insights and human touch, revealing how this combination can foster deeper customer loyalty and drive long-term business success. Higher Retention Rates : Personalized experiences throughout the customer journey lead to increased satisfaction and loyalty.

Loyalty 52

Loyalty Customer Experience CRM e-support 52

Currency Alliance

DECEMBER 19, 2022

It has the potential to address a lot of business challenges, and enable many forms of elusive innovation in loyalty marketing. The biggest opportunities for loyalty programs relate to operating more efficiently to reduce cost, and improving personalization. Using AI to improve profitability of pricing and promotions.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Tailoring experiences based on current trends and insights enhances customer engagement and loyalty. Overlooking it might spell your downfall. References “Social Commerce Statistics.”

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Tailoring experiences based on current trends and insights enhances customer engagement and loyalty. Overlooking it might spell your downfall. References “Social Commerce Statistics.”

Tips 195

Tips Management Social Media Hotels 195

SurveyGizmo

FEBRUARY 4, 2021

Loyalty and retention are not the same, but they are definitely related. Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

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

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. No of course not, and that’s the problem with calling these pieces of plastic “loyalty cards.” What is Loyalty Anyway? That’s loyalty.

Loyalty 137

Loyalty Loyalty Programs Airlines Rewards Programs 137

Zeisler Consulting

JULY 26, 2022

But I’m not sure if I’d say that I’m staying with them out of ‘loyalty’. It’s kind of a weird thing to think about: loyalty to a brand. Loyalty, in these instances, means that, despite their (or my!) Sometimes you stay out of a sense of laziness (are you a Coke person or a Pepsi person?). But don’t sell yourself on that.

Loyalty 72

Loyalty Sports Airlines Course 72

CSM Magazine

OCTOBER 4, 2023

Loyalty schemes have been around a lot longer than you think, going back even further than the frequent flyer programmes that took off in the late 1970s. Hamish Sherlock of Applause , explains how to build a next-generation loyalty scheme. Do your customers value the rewards the scheme provides?

Loyalty 59

Loyalty How To Banking Airlines 59

CX Accelerator

NOVEMBER 7, 2023

It’s at that point I realized that I never received an email from the airline after booking my flight. When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Andrew Mcfarland

SEPTEMBER 3, 2020

A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. Truth be told, it’s never been imprisoned.) Under the category of “much ado about nothing” United decided that their approach to customers was far from appealing.

Airlines 62

Airlines Customers Loyalty Customer Experience 62

Michelli Experience

AUGUST 22, 2017

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. In fairness, other airlines have faced similar flight delays due to computer-related “glitches” during the same time frame. The post United Airlines: Big Data to the Rescue of the Passenger Experience?

Airlines 113

Airlines Data Travel Consulting 113

Michelli Experience

APRIL 25, 2017

Here are a few examples: Frequent interactions that involve saying “no” to customers. Unlike walking, driving, or riding a bicycle – train, cab, boat, and airline passengers rely on others to get them to their destination safely and on time. For airline customers, that reliance occurs in a metal tube at 30,000 feet.

Airlines 100

Airlines Self Service Customer Experience Travel 100

ShepHyken

SEPTEMBER 15, 2024

Guide To Loyalty Programs For Small Businesses by Allen Kopelman (Forbes) Loyalty is a key driver for any enterprise that depends on repeat business. Restaurants, retail stores, salons and a wide range of businesses leverage loyalty programs to keep customers coming back and transform occasional customers into frequent shoppers.

Self Service 86

Self Service Loyalty Programs Customer Service Airlines 86

Retently

AUGUST 22, 2018

“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience.

Airlines 92

Airlines Customer Satisfaction NPS Net Promoter Score 92

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

QuestionPro Audience

JANUARY 3, 2018

Mobile technology creates a completely different experience at the airport, for both the customer and airline. A good mobile app adds to the customer experience, and creates brand loyalty. Airlines are looking to extend the customer experience in 2018.

Travel 294

Travel Airlines Consumers Loyalty 294

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

ShepHyken

APRIL 18, 2018

Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. But, when it comes to a loyalty program , that is going to drive repeat business, there are three types. Is one type of loyalty program better than the other?

Loyalty Programs 91

Loyalty Programs Loyalty Airlines Video 91

BlueOcean

JUNE 27, 2024

She argues that these elements must work together seamlessly, much like a symphony, to create lasting customer loyalty and advocacy. In his article, “Empathy in Customer Experience: A Key Loyalty Driver,” he explains that empathy plays a crucial role in customer experience, going beyond the delivery of good products or services.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

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 Training 164

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. This would not require much of a rules engine – since your program has no variation.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52