Michel Falcon Experience

APRIL 13, 2023

Michel Falcon: Welcome to the People-First Culture podcast with me, Michel Falcon, where I share lessons I’ve learned and those of others on how to build a more purposeful business and career. Welcome to the People-First Culture podcast with Michel. When did you first learn that company culture could actually drive growth?

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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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Airlines Feedback Hospitality Social Media 40

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 159

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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Brands Apparel Airlines Hotels 52

Customer Guru

MAY 8, 2018

He also discusses the touchpoints and factors that organizations need to focus on for embracing the customer first culture. We invite our readers to comment and ask questions on challenges they might be facing in their organizations when setting up a customer-centric culture. We would be more than happy to help.

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Culture Loyalty Programs Airlines Customer Centricity 71

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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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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ShepHyken

MARCH 8, 2021

They build brands. My Comment: The beginning of a good customer service and experience strategy starts on the inside with the company’s culture. Singapore Airlines Opens a Customer-Service School for Businesses by Katie Deighton. Introducing a newcome to the list, Singapore Airlines. It’s that simple.

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2021 Article Customer Service Airlines 140

CSM Magazine

NOVEMBER 1, 2022

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. Brand switching is likely to increase as consumer patience runs out. For example, 63% of people want to book airline tickets without talking to the airline.

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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. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell. Such things as….

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Airlines Travel Transportation Customer Centricity 40

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. Prevent customers from making negative associations with your brand by creating positive microinteractions. How do smart companies maintain a customer-centric culture as they grow? Customer or Company Mission?

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Up Your Service

AUGUST 8, 2018

KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “12 building blocks of uplifting service culture.” SPEAKING.COM: What are a few of the 12 building blocks of service culture?

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Culture Airlines Net Promoter Score Definition 53

Beyond Philosophy

AUGUST 11, 2022

Using this approach, he says at the end of the day, each team member should be proud to embrace the culture, vision, and goals and work towards achieving them. Big-name brands are blowing it, too. The deficit happened because people were not flying as much during the pandemic, so the airlines laid off the pilots.

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Airlines Net Promoter Score Culture Travel 146

Alida

DECEMBER 15, 2016

When health systems merge, however, there’s a high risk of culture mismatch, putting undue stress on your employees. Myriad factors can lead to [merger and acquisition] failure,” says Gallup’s Brooke Fernandez and Andrew Giger, “but cultural mismatch is one of the most frequently cited reasons.”

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2013 Airlines Hospitality 2005 138

Up Your Service

MAY 3, 2017

But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others. However, smart companies see this as an opportunity to create brand evangelists. The rise of white-glove customer service.

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Experience Investigators by 360Connext

SEPTEMBER 2, 2020

How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently? What’s our Brand Promise?

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ClearAction

MARCH 22, 2024

“ Culture and strategy complement and nurture each other and should be created simultaneously, making sure they are perfectly aligned. United Airlines passenger dragged off a flight: PR nightmare, customer churn, stock plunge. Culture is a group’s ways of thinking and doing. — Maximize insights usage rates.

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Sports 2024 Chief Customer Officer Customer Centricity 62

Up Your Service

AUGUST 8, 2018

Building a Service Culture, an interview with Ron Kaufman. RON KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “ 12 building blocks of uplifting service culture.

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Culture Airlines Net Promoter Score Definition 40

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. The heart is now more prominent in the branding. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines.

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2016 Article Airlines Customer Service 124

Win the Customer

FEBRUARY 26, 2016

Though it may have risen from some horrible business dealings, the Sarbanes-Oxley Act (SOX) did create transparency regulations that have become part of the corporate culture. Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity. Sustainability and Transparency. Transparency as a Social Medium.

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Brands Social Media Airlines 2015 69

ShepHyken

DECEMBER 4, 2020

One of our questions assessed brand maturity in terms of customer experience strategy. Let’s take an airline that invests in a paid facial recognition fast track experience at the security checkpoint. If this airline has primarily leisure travelers (i.e. If this airline has primarily leisure travelers (i.e.

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Roadmap Customer Experience Airlines Travel 141

Zeisler Consulting

DECEMBER 8, 2021

I recently wrote about how important it is that brands not just be competent in delivering the products or services they provide to their Customers. If your Brand Promise is ease-of-use, you may make your product uncomplicated and simple. To this day we still don’t have any results from the company our airline partnered with.

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Airlines Travel Books Brands 72

Currency Alliance

DECEMBER 19, 2022

This will allow brands to build greater affinity by anticipating customer objectives and being present when the customer needs your help. This will also help brands optimize their performance in environments they don’t control – like third-party marketplaces. But, it also exists with toys left over after Christmas.

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C Space

SEPTEMBER 30, 2020

The Brand Move Roundup – September 30, 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. It’s one of the rare examples of airline marketing during the pandemic.

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C Space

MAY 22, 2020

The Brand Move Roundup – May 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. The conversations in the fitness space are completely unusual,” said Marden.

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2020 Brands E Commerce Travel 52

CSM Magazine

JUNE 8, 2023

Companies boost their reputation and brand image and build loyalty by treating customers right. This company culture translates into an employee force that respects hard work and helps the customer above all else. Southwest Airlines Everyone has had a headache when it comes to dealing with an airline.

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Exceptional Customer Service Customer Service Airlines Travel 52

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

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Books Brands Customer Experience Chief Customer Officer 91

Hello Customer

JUNE 5, 2023

That uniqueness shines through in a good brand promise and associated customer promises, reflecting who you are and what you stand for. A great example Bloem cited in her keynote is the airline Emirates. Their brand promise is "Low fares, made simple." Culture Customer experience must live in the whole company.

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Customer Experience Net Promoter Score Airlines Customer Journey 52

Micah Solomon

NOVEMBER 15, 2015

As a corporate culture consultant and as a speaker, I hear clients frequently voicing this concern. Without a consciously created culture, your business leadership won’t last past the moment that you leave the building. But with a great company culture, employees will be motivated, regardless of management’s presence or absence.

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Consulting Culture Customer Centricity Airlines 40

BirdEye

OCTOBER 6, 2023

Your brand reputation management should be your #1 marketing priority. This constant threat to your brand’s name is known as reputational risk. Reputational risk is potential damage to an organization’s image caused by negative publicity, scandals, or crises that can impact revenue, brand value, and stakeholder loyalty.

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Social Media Airlines 2009 Financial 57

Zeisler Consulting

JANUARY 25, 2021

When we consider brands that are famous (at least to us) for putting their employees first, surely even they understand the risks of conflating them with their Customers, right? As such, your brand is incentivized to deliver a great experience to your Customers (or else they’ll go away). For example, while I’m sure Zappos!

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Airlines Culture Employee Experience Customers 93

Experience Investigators by 360Connext

JUNE 1, 2017

Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. Stop discounting the connection between your employees “Net Promoter Score” and how your customers feel about your brand. And it all comes back to culture.

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Net Promoter Score Innovation Culture NPS 165

Smith+co CX

OCTOBER 19, 2017

Another week, and another brand fails to live up to its values that promise so much. It seems that 2017 has picked up where 2016 left off with a series of household brands making the front pages for compromising the very principles that seemingly make up their business DNA. However, the benefit to people and passengers is less clear.

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Brand Values Brands Airlines Travel 28

GetFeedback

JUNE 10, 2019

Surveys are also a way for a brand to present itself in front of consumers. IAM Weekend is a yearly conference for creative thinkers and organizations to discuss the future of internet culture. The brand collects all kinds of information and it makes it really easy to submit feedback as well as obtaining support. .

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Experience Investigators by 360Connext

MARCH 25, 2015

‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. Rachel McCarthy , Vice President of Inflight Experience for JetBlue Airline, mentioned how a full can of soda can be seen as inspiring. Little things have a huge impact.

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Metrics 2015 Chief Customer Officer Airlines 234

C Space

JUNE 11, 2020

The Brand Move Roundup – June 11, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Fifteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

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SurveySparrow

JUNE 28, 2023

Increased customer loyalty and retention: Customers are more likely to stay loyal to a brand that consistently delivers exceptional experiences. Example: Delta Airlines has a robust customer feedback system in place. Example: Zoho, a leading software company, has a strong customer-centric culture.

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Customer Experience Net Promoter Score E Commerce Customer Centricity 52