Kitewheel

FEBRUARY 11, 2020

The customer experience for airlines is made even worse by the shrinking window for customers to reach their gate, frustration at people cutting in line, or a sense that there are not enough attendants at the front desk, gate, or any other location. For an airline, long or unwieldy lines also represent a business problem.

Airlines 52

Airlines Loyalty Programs Travel Download 52

LoyaltyPlus

MARCH 23, 2022

The saving grace for airlines has been the growth of cargo. Putting this in perspective, cargo typically constituted 10% of the airline business before the pandemic. It should therefore come as no surprise that the familiar concept of airlines rewarding agents or freight forwarders has gathered renewed momentum.

Airlines 52

Airlines Loyalty E-support Customer Relationship Management 52

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Southwest Airlines is a great Customer-centric airline with excellent employee engagement.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Experience Investigators by 360Connext

APRIL 7, 2015

We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem. We booked our flight through US Airways , but all our flights were operated by American Airlines. The AIRLINE changed both flight times in the months between booking and leaving.

Airlines 307

Airlines Customer Experience Travel Books 307

ShepHyken

OCTOBER 31, 2023

But if the company leaders know how much they can give away without losing money and incorporate it into a competitive price, they may have a value proposition that gets and keeps customers. Southwest Airlines is the perfect example of this. Connect with Shep on LinkedIn. It markets the heck out of Two Bags Fly Free®.

Airlines 136

Airlines Workshop Customer Service Training Marketing 136

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.

Airlines 87

Airlines Culture Consulting 2018 87

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. But now we’re emerging into the open market.

Airlines 52

Airlines Loyalty 2007 Webinar 52

Kristina Evey

MARCH 14, 2018

It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. She worked for the airline. She would never insist something be done contrary to airline rules and policies. She was trained.

Airlines 73

Airlines Customer Experience Travel Customers 73

Experience Investigators by 360Connext

NOVEMBER 7, 2023

The problem, however, is those efforts are wasted if the new connections don’t stick. Encourage customers to tag your brand on social media or use specific hashtags to connect with other customers and your brand’s larger community. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Experience Investigators by 360Connext

DECEMBER 14, 2021

There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example. Share the wins throughout the organization so employees can connect the way their everyday actions impact the customer. . Consider how to care for customers and employees in bigger ways.

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

ShepHyken

FEBRUARY 13, 2024

The point is that functionality and customer experience are not mutually exclusive but are, in fact, very connected. 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. Connect with Shep on LinkedIn.

Customer Experience 142

Customer Experience Transportation Hotels Airlines 142

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. Top 10 Takeaways from the Calabrio Customer Connect. Choosing only ten takeaways from this year’s Calabrio Customer Connect was challenging, but we have narrowed it down to these key moments: 1.

Connections 59

Connections Contact Center 2030 Events 59

ShepHyken

JANUARY 10, 2024

It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. Because it’s a different airline, it takes an extra couple of steps, and she didn’t want to do it.” Yes, the second agent took great care of me. Connect with Shep on LinkedIn. She quietly answered, “She is just lazy.

Travel 96

Travel Customer Service Airlines Poor Customer Service 96

ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. But, in the airline business, two minutes is a big deal. Connect with Shep on LinkedIn. This new process will save two minutes.

Airlines 87

Airlines Workshop Customer Service Training Customer Service 87

InMoment XI

MAY 31, 2022

Whether it’s diffusing unruly airline passengers or a fight over Pokemon cards ( not even kidding ), many employees are experiencing enforcement fatigue from attempting to uphold COVID regulations in the face of hostile customers. As you might expect, this aggression has resulted in big changes when it comes to employee expectations.

Employee Experience 529

Employee Experience Airlines 2022 Brands 529

Experience Investigators by 360Connext

JANUARY 21, 2015

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. In the case of airlines, yes, they want to travel to a certain destination.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Think Customers

APRIL 6, 2020

And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen. Contact centers and customer service organizations play a critical role in enabling those human connections. Airlines, hotels and other travel-related businesses are reporting hours-long hold times.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52

Maru Group

JUNE 5, 2023

Airlines can differentiate their offer through their airport lounges. We utilized the Maru experience and insights platform to instantly access recent air travelers who have used the airport or airline lounges during their journey. Connected Staying connected with fast, free, accessible Wi-Fi and charging ports for all devices.

Airlines 52

Airlines Travel Touchpoint 2023 52

The DiJulius Group

JUNE 5, 2023

There’s a common thread that connects each and every one of us, you just have to take the time to find it. Some people have an automatic connection, others end up connecting in funny ways. Read Full Article The post Building A Sense Of Community: American Airlines Opens Its First Hotel appeared first on The DiJulius Group.

Hotels 105

Hotels Airlines Connections Article 105

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.

Airlines 48

Airlines Customer Service Social Media Magazine 48

Zeisler Consulting

DECEMBER 22, 2021

It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in. All were concerned about their connections. Louis) had limited flights for this particular airline. That meant two things.

Airlines 93

Airlines Travel Connections Customers 93

Customer Bliss

MAY 31, 2016

Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com. You can connect with him on LinkedIn, as well. About Curtis .

Airlines 158

Airlines Customer Experience Insurance Innovation 158

Beyond Philosophy

DECEMBER 8, 2023

Loyal customers intentionally choose your product or service because they have a genuine emotional connection with your brand. These are relationships rooted in deep emotional connections. 10:19 Colin shares how he discovered that he wasn’t really as loyal to Delta Airlines as he thought he was.

Loyalty 88

Loyalty Airlines Workshop Consulting 88

ShepHyken

MAY 29, 2023

Then there is the emotional way which is getting people to connect with your brand through personalized engagement and positive experiences. Plus, Mark shares the interesting ways airlines and customers benefit from loyalty programs. How does an emotional connection impact customer spending?

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

ShepHyken

FEBRUARY 6, 2024

He announced to the passengers exactly what had happened and what the airline would do about it, which was to get everyone and their bags off the plane and onto a different plane. Connect with Shep on LinkedIn. The captain of the flight was notified and, in the name of safety, made the decision to take the plane out of service.

Communication 94

Communication Magazine Airlines Workshop 94

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way. — Southwest Airlines (@SouthwestAir) May 6, 2020. While it’s great to send personal notes, of course, it’s possible to get creative. It's yet another way our Employees show their Heart.

Airlines 372

Airlines 2020 Social Media Hotels 372

ShepHyken

MARCH 10, 2024

Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times. Connect with Shep on LinkedIn. My Comment: Surge pricing has made recent headlines as Wendy’s shared the news of introducing a version of the strategy into their restaurants.

Article 80

Article 2024 Customer Service Airlines 80

Hallmark Business Connections

OCTOBER 27, 2020

Facebook’s dating app, co-working spaces, adult dormitories and friendship apps are all positioned as ways for people to create meaningful offline connections. To fight the loneliness epidemic, brands should create tactile connections with customers using the following three principles: Don’t discourage live interactions.*

Airlines 98

Airlines Telecommunications Social Media Connections 98

Talkdesk

MAY 6, 2015

In fact, the airline industry scored a 71 out of a possible 100 when it came to customer satisfaction, according to the latest American Customer Satisfaction Index (ACSI). It seems it’s hard to scour newsfeeds today without complaints about the airline industry. So what can airlines do to bring their customer service to new heights?

Call Center 40

Call Center Airlines Customer Satisfaction Consumers 40

ShepHyken

MARCH 6, 2019

On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. Then I started to think.

Airlines 115

Airlines Customer Service Training Travel Connections 115

Kustomer

AUGUST 28, 2023

Southwest Airlines Rescues a Forgotten Bridesmaid Dress After flying to her sister’s wedding in Costa Rica, this bridesmaid realized she forgot to pack her bridesmaid dress, leaving it back home in Texas. As a last resort, she reached out to Southwest Airlines on Twitter after seeing they had a flight to Costa Rica the next morning.

Customer Service 52

Customer Service Airlines Hotels Omnichannel 52

Alida

JANUARY 29, 2018

The experiment used Twitter data to study customer service interactions in two industries that are rife with customer service complaints: airlines and wireless carriers. “We The Applied Marketing Science researchers found that a personal connection made a big impact on how the brand was perceived.

Social Media 133

Social Media Wireless Airlines Loyalty 133

GetFeedback

JANUARY 12, 2020

Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Some call it a “ cattle call.”

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Experience Investigators by 360Connext

MARCH 4, 2015

Industries that have long held customers because of lack of choices like airlines, cable and financial institutions are now beginning to pay the piper! Adam and I discussed how one particular airline, RyanAir , made a change swiftly when they saw the negative impact of a policy of treating customers poorly.

Customer Service 282

Customer Service Airlines 2014 Social Media 282

Beyond Philosophy

DECEMBER 14, 2023

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. Customers have a deeper emotional connection with you. Only emotional connections can do that.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

Experience Investigators by 360Connext

NOVEMBER 22, 2022

I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way. — Southwest Airlines (@SouthwestAir) May 6, 2020. While it’s great to send personal notes, of course, it’s possible to get creative. It's yet another way our Employees show their Heart.

Airlines 143

Airlines 2020 Social Media Hotels 143

Experience Investigators by 360Connext

DECEMBER 15, 2014

Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. Many organizations, especially airlines, admit how critical it is to keep this segment happy. Recognizing your customers this way can help them feel connected early on. How do you gauge customer value?

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268