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

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. Sound interesting?

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Airlines Loyalty 2007 Webinar 52

InMoment XI

NOVEMBER 20, 2023

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. With AI, brands spend less time analyzing text-heavy analytics and more time making smarter decisions to drive change.

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Customer Experience E Commerce E-support Social Media 324

ShepHyken

DECEMBER 10, 2021

He shares how engaging content and personalized experiences can lead to longer-term subscriptions that have a huge impact on brands’ bottom lines. Retaining subscribers with engaging content and personalized experiences is key to building revenue and driving long-term success. . Seamlessly onboard your subscribers.

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Engagement Entertainment Loyalty Programs Travel 81

Lithium

SEPTEMBER 29, 2022

For whatever reason, certain travelers are left on hold for hours, and for better or worse, these travelers are forced to use only a handful of support and engagement channels. Khoros is here to say that there’s much more to customer engagement in the travel industry than Twitter and outdated phone systems. A New Approach.

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Hospitality Brands Travel Airlines 52

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 Airlines 62

Currency Alliance

FEBRUARY 26, 2021

The question, now, is how we organize and optimize our marketing efforts to deliver consistency in the brand message, build a loyal base of customers, and increase share of wallet. The next wave of challenges for brands will be related to embracing the marketplaces where customers now spend most of their time.

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Loyalty Customer Engagement Engagement Airlines 59

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

SurveySensum

AUGUST 24, 2023

And this will enable you to retain your customers and make them feel loyal to your brand. But this is a reality that many brands are unable to understand. 11 Brands That are Using Self-Service Options To Reduce Customer Effort In The Best Way Possible 1. So why not learn from them? Frustrating, right?

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Brands Airlines Effort Score Banking 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….

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Airlines Travel Transportation Customer Centricity 92

ProProfs Chat

FEBRUARY 22, 2019

Loyal customers spend about 30% more with brands than new customers. Understand this, customers expect a brand to provide a delightful experience and exclusivity. Another brand that has focused on offering experiences to customers is Nordstrom. Simple formula: Customer Retention = Engagement + Investment.

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Customer Retention Engagement Rewards Programs Loyalty Programs 82

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

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. Another option is to look up his TED talks or engage with him on Twitter (@rorysutherland). The post The Dark Art of Creating Magic in Brands appeared first on CX Consulting.

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Brands Airlines Books Consulting 114

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

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

Beyond Philosophy

OCTOBER 5, 2023

Another reason why a firm will engage in Two-Part pricing is that it works. Ryanair, a European discount airline service, has made a whole airline out of this concept. Airlines started charging for checked bags around 15 years ago in the US. The exception is Southwest Airlines.

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Airlines Sports Books Consulting 151

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. It’s a brand promise. That’s Trans fare ncy.

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Airlines Travel Advertising Customer Service Training 160

ShepHyken

MAY 29, 2023

They typically involve incentives for spending money on a brand through points, perks, upgrades, or free products. There are two ways to get people more invested in a brand. Then there is the emotional way which is getting people to connect with your brand through personalized engagement and positive experiences.

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Loyalty Loyalty Programs Airlines Hotels 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. Overbooking and United’s Technology Initiatives. Data Plus People.

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Airlines Travel Consulting Customer Experience Professionals 45

NetBase

SEPTEMBER 2, 2020

There are lots of dangers on and offline for brands, and staying ahead of them in our fast-paced digital world can feel impossible many days. It protects brand health in a multitude of ways – and we’ll explore a few of them below! Brand Perception is Everything. Events and Issues Brands Must Monitor.

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Brands Social Media Airlines Consumers 52

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. Is Customer Empowerment the New Customer Engagement? Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times.

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Article 2024 Customer Service Airlines 79

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 140

Beyond Philosophy

OCTOBER 7, 2021

The damage to the brand was even worse than the fines. It’s outstanding when customers buy from you, but loyalty is not behavior in which people engage. 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.

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Loyalty Airlines Banking 2007 172

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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Airlines 2020 Social Media Hotels 372

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 E Commerce Travel 52

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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Loyalty 2020 Brands Airlines 52

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.

Loyalty 52

Loyalty 2020 Brands Airlines 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. But what about customer requests that, if implemented, would undermine the brand promise?

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Customer Journey Mapping Customer Journey Touchpoint Airlines 221

CSM Magazine

FEBRUARY 26, 2019

Channel options are growing, and the entire consumer engagement environment is becoming complex. While the shift in engagement preferences is happening across generations, it’s being led by Millennials, who are demanding and omnichannel. Better Omnichannel Engagement. This is a true actionable 360-degree customer-centric view.

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Multi-Channel Engagement Customer Engagement Omnichannel 63

ShepHyken

MARCH 8, 2021

They build brands. Here are 16 members of the Forbes Coaches Council sharing their tips on how to motivate and engage employees to create a better experience for customers. Singapore Airlines Opens a Customer-Service School for Businesses by Katie Deighton. Introducing a newcome to the list, Singapore Airlines.

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2021 Article Customer Service Airlines 141

SurveyGizmo

FEBRUARY 4, 2021

Customer loyalty is about the emotional relationship a customer has with a brand. That connection between a customer and a brand is what drives repeat purchases, and is a primary reason why a customer would stay with a company rather than switch to a competitor. What do the top brands focus on? And it’s not a single metric.

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Loyalty Net Promoter Score Airlines Hotels 98

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

CloudCherry

APRIL 5, 2019

The answer to me is easy – do nothing without input from customers and as a marketer stop spamming your potential customers and engage with them. Build the relationship with your customers so there is real value in what they engage with you on. or “Tell us what you think about our brand and your experience?”.

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Marketing Customer Experience B2B Airlines 278

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

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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2020 Brands Airlines Social Media 40

ShepHyken

DECEMBER 21, 2020

ZDNet) The COVID-19 pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology. Learn 4 Tips From Leading Brand Stitch Fix to Build a Program to Improve Your Customer Experience by Ellen Christenberry.

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2020 Article Customer Service Airlines 157

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