Beyond the Arc

MARCH 10, 2020

You may be hearing those words a lot lately, as many major airlines recently sent Coronavirus updates to frequent fliers. And if not — how did it impact your impression of their brand? The post Comparing Airline Coronavirus Emails – CX Lessons appeared first on Blog @beyondthearc.com. Comparing emails from Alaska, United, [.].

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Airlines Blog Brands Communication 66

InMoment XI

MAY 31, 2022

Even if aggressive customers haven’t been a problem for your brand specifically, you’ve no doubt heard all the horror stories about employees and brands for whom they have been. As a result, many employees are expecting brands to make some pretty big changes in the post-pandemic era. What is ? . Employee Commitment.

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Employee Experience Airlines 2022 Brands 529

LoyaltyPlus

NOVEMBER 10, 2020

We’re all very aware of the unique and unprecedented challenges airlines face today. As a well-established Loyalty Solution provider, previously sold as the branded solution for a well known PSS, we are perhaps one of the best kept secrets in the airline market in terms of our own brand.

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Beyond Philosophy

JANUARY 2, 2018

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. For those of us who have experienced lost, delayed or mishandled luggage events, we expect that the airline involved will deliver it by courier as soon as it arrives at the airport.

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ShepHyken

AUGUST 18, 2021

Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . If I had to book a flight on an airline, why would I choose one over another? That leaves airline schedules, seat availability, etc. That leaves airline schedules, seat availability, etc.

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Airlines Customer Experience 2021 Customer Service Training 172

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….

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Airlines Travel Transportation Customer Centricity 92

Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Among airlines, working in a supportive, trusting, fun, responsive and energetic culture isn’t confined to staff at Virgin.

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Airlines Culture Consulting 2018 87

Kristina Evey

MARCH 14, 2018

It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. She worked for the airline. She would never insist something be done contrary to airline rules and policies. She was trained.

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Airlines Customer Experience Travel Customers 73

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. This is not good.

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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. Nor I am about to launch another diatribe about an already beleaguered brand. United Airlines. I am not about to repeat the story – do not panic! on March 2, 2017.

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Airlines 2017 Customer Centricity Travel 72

Oracle

MARCH 18, 2021

According to a McKinsey report, available seat miles on US airlines were down 71% in April 2020 from the previous year. And for the most avid travelers engaged in airline, credit card, and hotel loyalty programs, 2020 provided extremely limited opportunities to maintain status, earn points, or redeem travel rewards.

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Loyalty Programs Travel Loyalty Brands 62

CSM Magazine

APRIL 26, 2018

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 Airline customer satisfaction declines. All but four of the largest airlines saw passenger satisfaction decline in the past year. Alaska Airlines rises 1 percent to tie for second place. percent to 78.

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Airlines Customer Satisfaction 2018 Hotels 40

Brandwatch CX

JANUARY 30, 2019

We use social media to research brands and get suggestions before we purchase products. We reach out to brands on social media, and expect them to respond to us. As a reflection of both a brand’s promise and a commitment to customer service, social media is every company’s main channel for showcasing customer experience.

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Brands Customer Experience Social Media Airlines 79

Interactions

MAY 20, 2021

Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. . However, it’s impossible to know what these brands should expect. Or should hotels and airlines continue to be cautious? Will this summer mark a full return to normal operations?

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Travel Hospitality Brands Airlines 62

Lithium

SEPTEMBER 29, 2022

It’s clear that travel brands need to expand their reach into new channels and customer engagement methods, but what might be the best path to accomplish this? It’s generally accepted that most people will only interact with a travel brand when they have a question or issue they need resolving. A brand could do one of two things.

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Hospitality Brands Travel Airlines 52

Conversocial

JULY 14, 2021

We aim to offer insight into the shift towards digital customer conversations and how brands can anticipate surges or recognize patterns in consumer habits that will help them create better experiences, leading to a happier customer and longer-lasting relationships.

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Airlines Insights Consumers Customers 59

Beyond Philosophy

MAY 30, 2020

For example, before airlines, cruise ships crossed the Atlantic to the states, and there was a lot of competition to be the fastest crossing. The post The Dark Art of Creating Magic in Brands appeared first on CX Consulting. However, once airplanes could manage the crossing in an afternoon, the cruise line competition was pointless.

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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. Overbooking and United’s Technology Initiatives. Data Plus People.

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Airlines Travel Consulting Customer Experience Professionals 45

Experience Investigators by 360Connext

NOVEMBER 7, 2023

If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it. How To Build Customer Loyalty Brand leaders often associate “customer loyalty” with a customer’s likelihood of making repeat purchases. Customers expect (and deserve!)

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Customer Retention Loyalty Loyalty Programs Social Media 271

ShepHyken

FEBRUARY 13, 2024

Both brands offer the same functionality – a room with a bed, TV, bathroom, etc. Regardless of what store you go to, what hotel you stay at, what airline you fly, and what car dealership you do business with, it’s not about the grandeur or the glamour. The Ritz-Carlton is obviously a fancier hotel than the Comfort Inn.

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Customer Experience Transportation Hotels Airlines 137

Experience Investigators by 360Connext

JANUARY 21, 2015

Understanding the customer journey end-to-end helps brands innovate around the experience. Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.

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Customer Journey Customer Journey Mapping Airlines Magazine 283

Strativity

JANUARY 6, 2023

In times of economic turmoil, brands tend to think of cost-saving measures such as limiting new products or cutting overheads as the ultimate solution to budgetary woes. In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. The same holds true for your brand.

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Currency Alliance

APRIL 15, 2024

The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. This actually is not true.

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Loyalty Programs Loyalty Airlines Banking 52

ijgolding

SEPTEMBER 2, 2015

On the one hand I am referring to a well known brand as ‘the world’s largest’ and on the other, I am asking whether or not they have changed. If a brand is the world’s largest, why would it even need to change? Ryanair are now the largest international airline IN THE WORLD!!!!!

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Airlines Travel 2014 Financial 87

Beyond Philosophy

OCTOBER 7, 2021

The damage to the brand was even worse than the fines. Airlines have this a bit, too. Many times, you fly an airline even when you don’t like them. In this case, consider Ryanair, the budget airline in Europe. If some other airline provided better service at the same price, people would flock to them. .

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Loyalty Airlines Banking 2007 172

inmoment

AUGUST 27, 2020

Delivering promises is one of the most important things a brand must do for its customers. Succeed, and the brand generates loyalty and retention. So, how can brands avoid breaking promises? Here’s how brands can do that. Brands should always evaluate the promises they make through a customer’s lens.

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Brands Airlines Loyalty Reference 52

C Space

MARCH 12, 2020

The Brand Move Roundup. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In a fast-moving global crisis such as the current coronavirus outbreak, brands have an important role to play. Chris Nurko. Chief Innovation Officer, C Space. Technology.

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Brands Airlines Travel E Commerce 52

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. What about when they complete a training process or post about your brand on social media? Hotel brands sometimes thank customers for their 10th or 100th stay. Ways a brand has thanked you as a customer.

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2020 Airlines Social Media Hotels 372

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. Created and practiced exclusively by Southwest Airlines.

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Airlines Travel Advertising Customer Service Training 156

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Below are real-life examples of how brands have delivered excellent customer service to transform a negative customer interaction into a positive experience.

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Social Media Wireless Airlines Loyalty 133

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it. Four airline employees were needed in Louisville, so they needed four seats.

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Airlines Customer Service Social Media Magazine 48

C Space

SEPTEMBER 1, 2020

The Brand Move Roundup – September 1, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. The airline is the first to permanently eliminate the fee.

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ShepHyken

MARCH 10, 2024

If they want to continue to succeed, it’s key that they make their customers feel valued and that they truly care about them and their experience with the brand. But brands in touch with consumer realities are also waking up to the power of “customer empowerment” as a lever for their CX strategy.

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Article 2024 Customer Service Airlines 76

Second to None

AUGUST 2, 2018

Every brand, across most industries, is trying to simultaneously capture and avoid viral moments on a daily basis. Ideally, these small instances captured by a cell phone camera help galvanize both current and potential patrons so that they get a clear picture of your brand message in a natural setting.

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Brands Airlines Social Media Events 59

CSM Magazine

DECEMBER 14, 2022

Phone channels have been the critical entry point to customer service for decades, but they are often a significant pain point for customers and brands alike, with lengthy wait times and high costs. This is something that brands must carefully consider to ensure that they are providing options to suit all consumers.

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LoyaltyPlus

MAY 18, 2020

However, the year so far has placed the world in a position few could have ever predicted – the new normal characterised by social distancing, selective buying with limited choice and decisions almost entirely based on brand recognition and loyalty rewards.

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LoyaltyPlus

MAY 18, 2020

However, the year so far has placed the world in a position few could have ever predicted – the new normal characterised by social distancing, selective buying with limited choice and decisions almost entirely based on brand recognition and loyalty rewards.

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