ShepHyken

AUGUST 11, 2024

And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. Conversely, organizations cannot afford to get CX wrong, as dissatisfaction can result in diminishing brand value, lost revenue, and customer churn.

Article 80

Article Customer Service Loyalty Programs 2024 80

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.

Airlines 45

Airlines Travel Consulting Customer Experience Professionals 45

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.

Social Media 133

Social Media Wireless Airlines Loyalty 133

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

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Customers expect (and deserve!) 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. And this is about more than just customer service. Studies show it can cost 5 to 25 times more to acquire a new customer than retain one.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

InMoment XI

NOVEMBER 20, 2023

It involves harnessing advanced technology, specifically artificial intelligence and machine learning, to enhance the way businesses connect with their customers. It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

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.

Brands 59

Brands Airlines Social Media Voice of Customer 59

Beyond Philosophy

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. If you don’t believe me, consider the fate of these previously successful brands: Circuit City, Sears, Blockbuster, Kodak, and probably soon, J.C.

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Culture Airlines Call Center Customer Centricity 167

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.

Brands 52

Brands Airlines E Commerce Travel 52

GetFeedback

JANUARY 12, 2020

In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Briefly, the argument is that leading CX brands outperform laggards by a lot. airline, which has a more than a four-decade record of leading the U.S.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

CSM Magazine

OCTOBER 8, 2024

As we approach, arguably, the busiest shopping season of the year, it’s more important than ever to ensure companies have good systems in place to provide excellent customer experience – making sure businesses thrive beyond expectations. Empowering customers with the right tools can significantly improve satisfaction and efficiency.

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Customer Service Airlines Customers Retail 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. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. Such things as….

Airlines 40

Airlines Travel Transportation Customer Centricity 40

GetFeedback

JULY 19, 2019

With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. We can also agree that customer experience is more important than ever. Some are calling CX the new marketing, others are calling it the new brand.

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ROI Touchpoint Hotels Customer Journey 309

Alida

JUNE 15, 2016

Today, customers advise brands on where markets are going—not the other way around. According to a 2015 IBM CEO study , it’s “impossible to personalize products, services or experiences without a clear idea of customers’ core values and what’s happening in their lives.” Introducing the research revolution.

Marketing 124

Marketing Airlines 2015 Customer Centricity 124

CSM Magazine

OCTOBER 18, 2024

With the advent of sophisticated marketing CRM software , businesses can now create highly targeted and personalized campaigns that resonate with individual customers. These tools enable brands to segment their customer base, analyze behavior patterns, and predict future needs with remarkable accuracy.

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Loyalty E Commerce E-support Touchpoint 52

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.

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Roadmap Customer Experience Airlines Travel 141

Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.

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CEM Customer Experience Customer Centricity B2C 156

Hello Customer

JUNE 5, 2023

There are two things that are important when responding to what your customers are saying: uniqueness and consistency. 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.

Customer Experience 52

Customer Experience Net Promoter Score Airlines Customer Journey 52

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) The book has been designed to specifically do the following: ‘Inspire’ – through the sharing of stories and their underlying customer centric philosophy.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Register here today !

Customer Experience 111

Customer Experience Airlines Banking Retail 111

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. In other words, failing to provide adequate customer service can be enough to trigger a negative NPS score and, consequently, drive customers away.

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NPS Customer Centricity Loyalty Presentation 83

LiveChat

JANUARY 24, 2017

If you want to be one of the companies that uses customer service as their leverage, there’s no other way than to implement the customer centric culture in your company. Train people in customer service. If you want to create a customer–centric culture you need to start on the inside, with your employees.

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Customer Centricity Culture Social Media Customer Satisfaction 31

SurveySparrow

JUNE 28, 2023

Thus, by meeting or exceeding expectations, businesses can foster loyalty and positive word-of-mouth, attracting new customers. Increased customer loyalty and retention: Customers are more likely to stay loyal to a brand that consistently delivers exceptional experiences.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron.

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Article 2019 Customer Service Airlines 71

Magellan Solutions

OCTOBER 28, 2021

Singapore Airlines partnering with AOE integrated airports and shopping malls. It’s not just retailers who can have omnichannel experience with their customers. Believe it or not, aviation companies like Singapore Airlines can create a customer-centric omni experience. . Sephora and their Beauty Bag accounts.

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Omnichannel Contact Center Airlines Marketing 52

Second to None

MARCH 30, 2018

Creating a great Customer Experience can serve as a huge differentiator between your brand and the rest of the competition, but it can be very challenging to establish this level of service. I’ve never been able to thank the individual who helped me, but this kind of customer experience is unforgettable. Think beyond marketing.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Micah Solomon

NOVEMBER 15, 2015

A strong, consciously developed pro-customer (and pro-employee) company culture is a business advantage that will serve you for years—and inoculate your brand against competitive inroads. Continental Airlines’ Continental Lite. How to make a customer-centered culture happen. Delta’s Delta Express. US Airways’ Metrojet.

Consulting 40

Consulting Culture Customer Centricity Airlines 40

LoyaltyPlus

SEPTEMBER 1, 2021

The COVID-19 pandemic has had a devastating impact on the global airline and hospitality sector. Continued lockdown restrictions are resulting in the closures of many airlines, hotels, restaurants, bed and breakfasts, and the list goes on. Customers want to feel valued. Sadly, things are not any better elsewhere in the world.

Loyalty 52

Loyalty Airlines Hospitality Hotels 52

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. While they certainly jerk at the emotions and evoke a sense of wonder for the brand, they usually end up drawing attention because they are so far outside of the norm.

Customer Experience 122

Customer Experience Hotels Banking Airlines 122

Beyond Philosophy

MARCH 31, 2020

Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. It is in instances of trouble, problems and even more so – crisis, that the true nature and customer-centricity of organizations (and politicians) is shown.

E Commerce 199

E Commerce Airlines Hospitality Travel 199

Beyond Philosophy

JUNE 11, 2015

Alex Chrusczcz, Asda’s Head of Insights and Pricing, offers explanations of how the organization is endeavoring to build customer loyalty behavior ( [link] ): “Aspire to treat customers equally or you’ll create a fractured brand and shopping experience. And, none of this has helped the airline industry’s image and reputation.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Micah Solomon

NOVEMBER 2, 2015

A strong, consciously developed pro-customer (and pro-employee) company culture is a business advantage that will serve you for years—and inoculate your brand against competitive inroads. Consider for a minute Southwest Airlines and the lengthy list of would-be category killers that have tried to imitate it: Ted Airlines Logo (RIP).

Culture 45

Culture Customer Centricity Airlines Banking 45

CX University

JANUARY 15, 2020

A brand like Late July Snacks is a great example of a product that achieves great flavor and has all the good-for-your and product-innovation boxes checked, creating an awesome brand experience. 63% of millennials said they closely follow brands via social networks and regard authenticity as an important indicator of CX.

Airlines 52

Airlines Social Media 2025 B2B 52

SurveySensum

OCTOBER 28, 2024

Known as “The Ultimate Question,” NPS gauges customer loyalty with a straightforward question: “How likely are you to recommend our company/brand/product/service to a friend or colleague?” How Does the NPS KPI Work? Start by making NPS a driver of performance and align your team’s goals around NPS improvements.

NPS 52

NPS Loyalty Demo Customer Satisfaction 52

SurveySensum

SEPTEMBER 25, 2024

Customer service and CX often get mixed up, but here’s the difference: customer service is a reactive approach to managing customer interactions, while CX is a proactive approach to helping customers have a pleasant experience from the onset to the end However, why does it all matter? Here’s why: 1.

Customer Centricity 52

Customer Centricity Customer Service 2024 Airlines 52

Zeisler Consulting

JANUARY 25, 2021

My response was that, like many other public sector fields, lacking a profit motive makes Customer-centricity challenging but by no means impossible…simply look to private-sector analogs and see what they do to satisfy their Customers…imitation, after all, is the sincerest form of stealing great ideas.).

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Airlines Culture Employee Experience Customers 93

LoyaltyPlus

JANUARY 19, 2021

In fact, as experts have suggested, 2021 will be marked by a more customer-centric approach by businesses. Programmes and platforms designed to build loyalty, reward customers, and possibly attract more customers are at the heart of this approach. Merchants will have to bring their ‘A-game’ this year.

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2021 Customer Centricity 2020 Airlines 52