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

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Currency Alliance

FEBRUARY 20, 2023

This article on the loyalty rules engine is probably the second-most important article I will ever write on loyalty marketing*. It is the most powerful, yet under appreciated module (or tool) in a loyalty marketing stack of software. Brands no longer need to be held hostage by legacy rules engines.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

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. What about when they complete a training process or post about your brand on social media? pic.twitter.com/SUxGydABht.

Airlines 372

Airlines 2020 Social Media Hotels 372

LoyaltyPlus

MAY 18, 2020

Experts within the retail space have long believed 2020 will be a significant year of development, with loyalty at the core of digital commerce. LoyaltyPlus believes one of the main aspects to emerge from this global health crisis is that loyalty programs will evolve to match a very different trading environment.

Loyalty 52

Loyalty 2020 Brands Airlines 52

LoyaltyPlus

MAY 18, 2020

Experts within the retail space have long believed 2020 will be a significant year of development, with loyalty at the core of digital commerce. LoyaltyPlus believes one of the main aspects to emerge from this global health crisis is that loyalty programs will evolve to match a very different trading environment.

Loyalty 52

Loyalty 2020 Brands Airlines 52

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Internet Social Media: 72%. 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. . Ambulatory Care: 77%. Apparel: 79%. Athletic Shoes: 79%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. Customer loyalty programs are especially popular among retailers. The company has long claimed that a loyalty program isn’t needed because their prices are so low.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

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. Ignoring the little guy in favor of the elite can mean big trouble for your brand.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Experience Investigators by 360Connext

NOVEMBER 22, 2022

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. What about when they complete a training process or post about your brand on social media? pic.twitter.com/SUxGydABht.

Airlines 143

Airlines 2020 Social Media Hotels 143

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.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

2023 105

2023 Customer Service 2024 Airlines 105

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. It is especially crucial for airlines and those in hospitality to create an emotional connection.

Loyalty 52

Loyalty Airlines Hospitality Hotels 52

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Brand Passion. Here’s a look at Brand Passion for some of the major airlines.

Social Media 49

Social Media Metrics Webinar Airlines 49

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. Look for trends in social media. Airlines have long practiced “re-accommodating” ticketed passengers. Customer experience repair is always the first step! Here are a few ideas: 1.

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

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. Passengers have given up.

Airlines 40

Airlines Feedback Hospitality Social Media 40

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. How to Drive Customer Loyalty Among Millennials by Timi Garai. Emarsys) Loyalty needs to be fun. This excellent article has several ways to drive loyalty with millennials. Do not confuse the two.

2017 79

2017 Article Social Media Customer Service 79

CSM Magazine

DECEMBER 13, 2023

It operates as a key touchpoint between a business and its customers – a platform where relationships are built, trust is established, and loyalty is earned. For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers.

Customer Service Strategies 52

Customer Service Strategies Customer Service Omnichannel Airlines 52

Kustomer

OCTOBER 19, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 59

Customer Service Airlines Exceptional Customer Service 2014 59

Win the Customer

FEBRUARY 26, 2016

Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity. This hub is the largest in South Korea, hosting terminals for most of the major airlines, including American, British Airway and Lufthansa. Transparency as a Social Medium. Sustainability and Transparency.

Brands 69

Brands Social Media Airlines 2015 69

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 Events 59

Up Your Service

MAY 3, 2017

Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. 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.

Hospitality 74

Hospitality Travel Brands Airlines 74

Comm100

SEPTEMBER 5, 2014

The advent of social media has had a huge impact on the customer service industry. Here are nine tips on how to offer the most effective customer service on social media. Here are nine tips on how to offer the most effective customer service on social media. Train Support Teams and Delegate Social Channels.

Social Media 45

Social Media Customer Service Webinar Customer Service Representative 45

Experience Investigators by 360Connext

JANUARY 26, 2015

It seems obvious which industries and brands need to pay attention to this. They don’t understand how these industries were born in eras when technology was the competitive differentiator , and these veteran brands are now forced to keep up with disrupters. Social Customer Care: Best Practices for Major Engagement.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

LoyaltyPlus

NOVEMBER 9, 2018

Loyalty programmes or rewards programmes are a major revenue generator in the hospitality industry and keeping operators front of mind, seeing as it is offered to customers who regularly support a company. Social media is a powerful and accessible tool to spread the word about the benefits of loyalty programmes.

Hospitality 40

Hospitality Loyalty Airlines Hotels 40

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Experience Investigators by 360Connext

MARCH 26, 2015

I own my own business, meaning I can’t always be faithful to one airline. This means I jump from one brand to another. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Airport lounges rock my world (quietly). Seriously.

Travel 282

Travel Hotels Guest Experience Airlines 282

NetBase

APRIL 14, 2020

Consumers are anxious to travel again, and the industry needs to be tracking shifting travel sentiment caused by COVID-19 to watch for consumer indicators signaling they’re ready to rebook – and that social distancing is behind us. People Love to Travel. Shifting Travel Conversation. Preparing for Future Travel.

Travel 81

Travel Airlines Social Media 2019 81

Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. By keeping the needs of customers at the center of managerial focus, companies will be able to maintain customer loyalty.

Loyalty 59

Loyalty Airlines Leadership 2021 59

C Space

JULY 2, 2020

The Brand Move Roundup – July 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

2020 52

2020 Brands Airlines Social Media 52

SurveySensum

SEPTEMBER 21, 2023

In contrast, Company B chose to focus on retaining its existing customer base by introducing loyalty programs. Note: A higher CRR typically indicates customer loyalty , trust, and a strong value proposition, while a lower one suggests potential churn and the need for enhanced customer engagement and service quality.

Customer Retention 52

Customer Retention 2023 Loyalty Programs Travel 52

Currency Alliance

MAY 21, 2017

You get to the front of the queue in your local store and the assistant asks for your loyalty card. Airline cards. Most consumers belong to many customer loyalty programs, but are not active in a lot of them. So they lose interest in participating, and most of those loyalty cards end up in a drawer rather than the wallet.

Loyalty Programs 40

Loyalty Programs Loyalty Airlines Hotels 40

Beyond Philosophy

JULY 23, 2015

I think that social media to excess might be the next generation’s big regret. I read on an airline magazine that Tuesday is the most productive day of the week. I wonder, is that because engagement on Social media kicks up on hump day? Social media is here to stay. So how do we fix this?

Social Media 155

Social Media Net Promoter Score Magazine Airlines 155