Experience Investigators by 360Connext

APRIL 7, 2015

We booked our flight through US Airways , but all our flights were operated by American Airlines. It should be noted it was booked this way through the airline, meaning we weren’t cobbling together two flights. The AIRLINE changed both flight times in the months between booking and leaving. Thanks, AA! No complaints.

Airlines 307

Airlines Customer Experience Travel Books 307

Experience Investigators by 360Connext

JANUARY 21, 2015

But the experience is more than what a customer does after purchase. 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

Think Customers

OCTOBER 18, 2015

After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system.

Airlines 74

Airlines Blog Customers Customer Engagement 74

Experience Investigators by 360Connext

MARCH 4, 2015

In episode 15, we tackle the subject of how certain industries can get away with treating customers poorly and still get good business results. Industries that have long held customers because of lack of choices like airlines, cable and financial institutions are now beginning to pay the piper! Customer inclusion from the start.

Customer Service 282

Customer Service Airlines 2014 Social Media 282

ProProfs Chat

FEBRUARY 22, 2019

To keep customers engaged, it is important for a loyalty program to focus on their needs & aspirations to ensure they feel satisfied in their relationship with a brand. So, focusing on making customer retention rate stay high can create a tremendous competitive advantage for a brand and lead them to growth.

Customer Retention 82

Customer Retention Engagement Rewards Programs Loyalty Programs 82

ShepHyken

MARCH 10, 2024

If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!” Is Customer Empowerment the New Customer Engagement?

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Article 2024 Customer Service Airlines 78

Think Customers

APRIL 5, 2016

More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. percent in 2014 to 79.9

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Airlines 2001 2014 2015 56

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” She was the perfect frontliner for American Airlines – or for that matter, any type of business. . No faking it.

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Airlines Customer Service Training Presentation Engagement 129

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.

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Airlines Travel Consulting Customer Experience Professionals 45

ShepHyken

DECEMBER 21, 2020

My Comment: But, are you doing a good job in those (and other areas) of the customer experience? 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.

2020 156

2020 Article Customer Service Airlines 156

ShepHyken

FEBRUARY 13, 2024

Whether the customer drives a $25,000 Ford or a $250,000 Ferrari, if they are treated poorly, they aren’t coming back. 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. It’s about how businesses make us feel.

Customer Experience 139

Customer Experience Transportation Hotels Airlines 139

CloudCherry

APRIL 5, 2019

So how do business leaders start developing a customer experience strategy that keeps the engine of marketing running with the least amount of friction? 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.

Marketing 278

Marketing Customer Experience B2B Airlines 278

Michelli Experience

APRIL 25, 2017

Here are a few examples: Frequent interactions that involve saying “no” to customers. Few businesses have as many rules (no strollers, “No you can’t get up and go to the bathroom yet”, “Turn off your cell phone”, “Stop playing your music without headphones”, “No your bag is too large to go overhead.”). Customers must yield control.

Airlines 40

Airlines Customer Experience Travel Retail 40

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

Experience Investigators by 360Connext

JANUARY 26, 2015

As customers, we don’t see the difference between our corner coffee shop and a multinational corporation. So customers tell me, again and again, that I should really pitch this improvement idea to three industries. It is a often a price-based customer battlefield. Social Customer Care: Best Practices for Major Engagement.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

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.

Hospitality 52

Hospitality Brands Travel Airlines 52

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. Customers flying through Sacramento might have seen a handwritten thank you note attached to their luggage when they arrived at their destination last month. Don’t turn it into a sales pitch.

Airlines 372

Airlines 2020 Social Media Hotels 372

CSM Magazine

OCTOBER 4, 2023

For centuries, merchants have been offering special tokens that repeat customers could redeem for goods. Today, stamps, vouchers and coupons have mostly been replaced by apps and digital methods of tracking customer engagement. We worked with a major airline to help update its loyalty scheme app and website.

Loyalty 59

Loyalty Banking Airlines Travel 59

Michelli Experience

APRIL 19, 2017

The post {Infographic} A Contrarian View on the United Airlines Customer Nightmare appeared first on Joseph Michelli.

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Airlines Customers Customer Experience Design Customer Engagement 40

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. How do you gauge customer value?

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

inQuba

APRIL 7, 2022

Bruce has literally worked around the world helping companies build better customer experiences for their clients, including Toronto, Paris, Singapore and San Francisco. inQuba uses diverse data sets, advanced analytics and AI to provide deep insights into customer journeys, customer behaviour and the customer experience.

Airlines 75

Airlines Insurance Customer Journey ROI 75

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride. by Scott Kendrick.

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Article 2018 Airlines Customer Service 78

Currency Alliance

APRIL 15, 2024

The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. It has been our experience that customers estimate how much value they can earn from a loyalty program before deciding to join. Customer frequency is partly determined by the nature of your business.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Zeisler Consulting

DECEMBER 8, 2021

I recently wrote about how important it is that brands not just be competent in delivering the products or services they provide to their Customers. To this day we still don’t have any results from the company our airline partnered with. If your Brand Promise is ease-of-use, you may make your product uncomplicated and simple.

Airlines 72

Airlines Travel Books Brands 72

Experience Investigators by 360Connext

JULY 15, 2015

Your employees play a huge role in driving your customer experience. If they’re unhappy, unfriendly or just plain bored with their jobs, that will translate into a miserable experience for your customers. And the experiences their customers report reflect that.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

ShepHyken

JANUARY 18, 2019

It’d be like getting on an airline that’s committed to a great in-flight experience, but the pilot’s messages can only be 30 seconds in length, flight attendant interactions are limited, and you have a brief survey at the end asking how your peanuts were. Would you consider that a great customer experience?

Blog 95

Blog Customer Experience Contact Center Airlines 95

LoyaltyPlus

AUGUST 4, 2017

The Gap – Who is my customer? Today, a key business challenge is to manage customer relationships effectively by understanding customers and their habits. To engage customers and leverage data for improved and targeted marketing campaigns is always a challenge. Just Engage. Get the unfair advantage.

Customer Relationships 40

Customer Relationships Engagement Social Media Magazine 40

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. Customers flying through Sacramento might have seen a handwritten thank you note attached to their luggage when they arrived at their destination last month. Don’t turn it into a sales pitch.

Airlines 143

Airlines 2020 Social Media Hotels 143

Alida

JUNE 15, 2016

He discusses the steps smart market researchers should take to get closer to customers and integrate findings across the rest of the enterprise. Poynter looks at international airline Cathay Pacific as an example of what brands should be doing.

Marketing 124

Marketing Airlines 2015 Customer Centricity 124

SurveySensum

JANUARY 18, 2024

Effective marketing is all about reaching your audience where they are and engaging them with timely, relevant messages. In this article, we’ll explore seven innovative ways to supercharge your marketing strategy using SMS automation and enhance customer experience. Your vote matters!” Your flight is on schedule.

Marketing 52

Marketing Fashion Demo Customer Journey 52

Beyond Philosophy

AUGUST 20, 2015

It’s important for Marketers to understand customers’ habits when marketing to them. We engage in habits every day. Here’s how habits work with Customers: First there is a cue. A great example of this is the airlines. I had my airport habits well set by the time the airlines introduced self-check in.

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Airlines Books Customers Reference 166

Experience Investigators by 360Connext

MARCH 26, 2015

I own my own business, meaning I can’t always be faithful to one airline. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Travel 282

Travel Hotels Guest Experience Airlines 282

Think Customers

DECEMBER 12, 2014

Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy customerobsessedcultures cxcurriculum forrester southwestairlines usaa'

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Airlines Customer Experience Professionals Culture Financial 75

ShepHyken

MAY 15, 2017

A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. And, who doesn’t want that!

2017 69

2017 Article Customer Service Airlines 69

Eptica

JUNE 8, 2016

Given these factors, how is the sector performing when it comes to customer experience? The latest Eptica Multichannel Customer Experience Study suggests that both airlines and package operators are struggling to cope with the move to digital. Facebook was similar – 80% offered it, and just 45% gave successful responses.

Travel 49

Travel Airlines Customer Experience Social Media 49

Currency Alliance

OCTOBER 12, 2021

The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers. I’m a case in point.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Beyond Philosophy

FEBRUARY 5, 2015

Southwest Airlines could offer first-class seating, but they don’t. Every function delivering experience is ‘closed-loop’, maintaining balance between customer expectations and what is actually executed. Customizing the techniques for your organization. Advanced Customer Experience Management.

CEM 156

CEM Customer Experience Customer Centricity B2C 156