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

Steve DiGioia

APRIL 17, 2017

April is Customer Loyalty Month. It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? The post In Celebration of Customer Loyalty Month, Here’s Some “Anti-United Airlines” Stories appeared first on Steve DiGioia and was written by Steve DiGioia.

Airlines 133

Airlines Loyalty Hotels Groups 133

ECXO

DECEMBER 4, 2024

This comparative analysis delves into the nuances of customer success strategies in these two sectors, highlighting key differences in implementation, measurement of success, and overall impact on customer satisfaction and loyalty. It indicates the level of customer satisfaction and loyalty towards the software product.

Customer Success 156

Customer Success Strategy e-support Customer Satisfaction 156

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

Beyond Philosophy

OCTOBER 7, 2021

Loyalty is one of the most overused phrases in business today. ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Before we get into the rules, let’s talk about what loyalty is. That’s what loyalty is. Ask Wells Fargo.

Loyalty 172

Loyalty Airlines Banking Customers 172

Experience Matters

SEPTEMBER 9, 2014

The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. consumers describing their experiences with and their loyalty to 268 companies.

ROI 316

ROI Report Net Promoter Score Customer Experience 316

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

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 Consulting 129

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

Experience Investigators by 360Connext

DECEMBER 15, 2014

This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. How do you gauge customer value? But how do they define “most valued?

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

BlueOcean

APRIL 1, 2025

One airline was on the hook for tens of thousands of dollars because of what their chatbot had erroneously said to customers. Without proper guardrails, generative AI will create answers for any questioneven when there’s only one correct response or when no valid answer exists. The consequences can be severe.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

InMoment XI

OCTOBER 28, 2021

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.”. In my previous role leading customer experience for Hertz, I was also responsible for Voice of the Customer, CRM, and Loyalty. Every Team Owns Part of the Customer Experience.

Airlines 370

Airlines CRM Government ROI 370

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

NOVEMBER 13, 2014

The reason why the airline became the one that most loved to hate is not very difficult to understand. He has admitted that he was wrong not to change the way the airline treated customers much sooner and is committed to making the Ryanair Customer Experience even better. Grateful for any past, present or future customer of Ryanair.

Brands 249

Brands Airlines Financial Travel 249

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

Michelli Experience

APRIL 19, 2017

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Airlines 214

Airlines Infographics Customers Customer Experience Design 214

ijgolding

DECEMBER 17, 2014

Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common feeling I have in my experiences with airlines. The air traffic control issue was in no way connected to any airline.

Airlines 209

Airlines Company Customer Journeys Travel 209

ijgolding

SEPTEMBER 24, 2014

Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline ‘story’ – and most of the time the stories are not particularly positive.

Customer Experience 246

Customer Experience Airlines Travel Entertainment 246

Kerry Bodine

MARCH 18, 2020

Build customer loyalty that will ensure the long-term viability of your business. Delta , JetBlue , and a slew of other airlines have made similar changes to their normal policies. Sitting at your desk (or at your kitchen table) and reading the news, these objectives may seem out of reach.

Customer Experience 292

Customer Experience Airlines Insurance Travel 292

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Yet most business plans don’t have a “customer appreciation program” section. Don’t turn it into a sales pitch.

How To 372

How To Airlines Social Media Tips 372

Experience Investigators by 360Connext

DECEMBER 29, 2014

This post compares the mission statements of two airlines and it’s sure to get you thinking about your own. Blog Culture Customer Engagement Customer Experience Customer Journey Mapping customer service Featured communication culture customer touchpoints journey mapping leadership linkedin loyalty management Must-Read'

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

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

Experience Investigators by 360Connext

JANUARY 8, 2018

They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience. Airlines have long practiced “re-accommodating” ticketed passengers. Customers complained but it didn’t necessarily impact their loyalty…until the infamous video. ).

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

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

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. However, when it comes to industry, CSAT varies. . A new list of benchmarks is published each year by ACSI, with minor quarterly updates. . Below is the complete list of the newest CSAT benchmarks. Ambulatory Care: 77%. Apparel: 79%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

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

ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. If I had to book a flight on an airline, why would I choose one over another? That leaves airline schedules, seat availability, etc. And that may be the reason I choose one airline over another. ? .

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

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

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

InMoment XI

NOVEMBER 19, 2024

These cases were either not real, misidentified judges, or featured non-existent airlines. It combines sentiment analysis, predictive modeling, and real-time insights to help you drive customer satisfaction and loyalty. The model invented six cases, which the lawyers used to support their arguments without verifying their accuracy.

Healthcare 195

Healthcare Contact Center Training Financial 195

CX Journey

MAY 8, 2019

Simply stated, service profit chain thinking maintains that there are direct and strong relationships between profit; growth; customer loyalty; customer satisfaction; the value of goods and services delivered to customers; and employee capability, satisfaction, loyalty, and productivity. Here's what the Service-Profit Chain looks like.

Airlines 151

Airlines Travel Loyalty Customer Satisfaction 151

ShepHyken

DECEMBER 9, 2024

Customer loyalty is fragile. “Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors.

Feedback 73

Feedback Effort Score Airlines Hospitality 73

ijgolding

SEPTEMBER 18, 2014

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. It might also be beneficial to check out last Friday (12th September) Irish independent letter section, whereby the low cost airline Ryanair dealt quite respectfully with a similar situation.

Airlines 211

Airlines Travel Social Media Course 211

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

ShepHyken

OCTOBER 20, 2024

Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. The author uses three rockstar brands, Amazon, Southwest Airlines, and L’Oréal, to help us understand customer-centricity. Anything less than meeting those higher expectations results in reduced loyalty.

Customer Service 76

Customer Service Customer Centricity Entertainment Airlines 76

Experience Investigators by 360Connext

DECEMBER 11, 2014

Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! Loyalty does not mean forever for customers. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. This inevitably leads to problems and customers disappear.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272