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

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. The answer and best strategies are backed by science and decades of social behavior. The problem, however, is those efforts are wasted if the new connections don’t stick.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

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.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

NetBase

MARCH 9, 2020

Obwohl Social Media Analytics seit nunmehr zehn Jahren ein gängiges Business-Tool ist, sind für diejenigen, die seinen Fortschritt nicht verfolgten, verschiedene Aspekte weiterhin geheimnisvoll und verwirrend. WAS IST SOCIAL MEDIA MONITORING? KI-GESTEUERTE NEXT GENERATION SOCIAL ANALYTICS .

Social Media 52

Social Media Airlines Banking Demo 52

Brandwatch CX

JANUARY 30, 2019

We use social media as an outlet to vent our frustrations. 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. But which brands are truly making the most of social media?

Brands 81

Brands Customer Experience Social Media Airlines 81

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

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Ways a brand has thanked you as a customer.

Airlines 372

Airlines 2020 Social Media Hotels 372

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

NOVEMBER 22, 2022

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Ways a brand has thanked you as a customer.

Airlines 143

Airlines 2020 Social Media Hotels 143

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Internet Social Media: 72%. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. However, when it comes to industry, CSAT varies. .

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

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

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

Beyond Philosophy

FEBRUARY 17, 2020

Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. Now, brands do this all the time, but the direct response was not the norm back then.

Social Media 166

Social Media Call Center 2016 Multi-Channel 166

Beyond Philosophy

DECEMBER 14, 2023

Surprisingly, it’s these same emotions that you have with brands to whom you feel loyalty. Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. The airline sees it as a loyalty program for frequent flyers.

Loyalty 89

Loyalty Rewards Programs Loyalty Programs Airlines 89

Myra Golden

FEBRUARY 16, 2018

You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media. In the first sentence of a letter, an airline said to customers, “We are sorry and embarrassed. Doing these things helps you write texts, chats, social media posts and emails that regain customer goodwill.

Social Media 61

Social Media Airlines Interaction Brands 61

Experience Investigators by 360Connext

DECEMBER 15, 2014

Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. ” These might not actually be their brand advocates , or even those who take the time to express any appreciation for good service. 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

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

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

Beyond Philosophy

DECEMBER 10, 2022

Going viral is the goal of any passionate social media poster. Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand online. Looking at you, United Airlines.) It’s no different with social media. That’s a nightmare.

Social Media 68

Social Media Airlines Consulting Financial 68

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Those who get it wrong can face a barrage of complaints and criticism on social media – witness the high profile social media backlash experienced by United Airlines last year. Published on: April 18, 2018.

Travel 49

Travel Brands Airlines Customer Experience 49

Experience Investigators by 360Connext

JANUARY 8, 2018

Look for trends in social media. Airlines have long practiced “re-accommodating” ticketed passengers. Brands love to discuss how their great new logo or impressive mobile app will enhance the customer experience. Here are a few ideas: 1. It may not be a HUGE deal yet, but it could become one later. Little things matter.

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

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. Lesson #1: Don’t put your policies first. Seriously, don’t.

Airlines 48

Airlines Customer Service Social Media Magazine 48

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

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

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

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

TechSee

OCTOBER 15, 2019

Beyond the loss of their business, these customers present a threat as they could negatively influence others, especially in the era of social media. This high-risk group is relevant across multiple industries as one third of all customers have zero brand preference, meaning they can be easily seduced by a superior offering.

Customer Retention 107

Customer Retention Social Media Airlines Insurance 107

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.

2020 40

2020 Brands Airlines Social Media 40

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

NetBase

AUGUST 5, 2020

Airlines, cruise ships and resorts are examining how to re-open and provide the safest experiences for consumers, by addressing their biggest concerns. And these insights offer intel brands should keep to-of-mind: Airport traffic has dropped as much as 92%. And, as a result, they’ve upped their social media monitoring game!

Travel 98

Travel Social Media Hotels Airlines 98

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. It is no longer problem focused.

Brands 69

Brands Social Media Airlines 2015 69

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. They want to identify with the brands they do business with, and treated right, they will share their experiences with others on social networks. Mark Shaw) Every now and then a brand gets it spot on.

2017 79

2017 Article Social Media Customer Service 79

CSM Magazine

JANUARY 16, 2023

As Frontier Airlines embarks on its first full year of a digital-only strategy, James O’Hare, MD of LINK Mobility , looks at whether it’s right for every business. . At the end of last year, Frontier Airlines announced it was moving to a digital-only customer service model. Is an all-digital model right for every brand?

2027 52

2027 Airlines 2026 Insurance 52

NetBase

JANUARY 28, 2020

NetBase, the industry leader in social media analytics, announced today it will merge with Quid, a leader in AI driven text analytics. NetBase is the award-winning social analytics platform that global companies use to run brands, build businesses, and connect with consumers every second. Learn more at netbase.com.

Social Media 124

Social Media Airlines 2010 Leadership 124

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

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