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

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

Experience Investigators by 360Connext

DECEMBER 29, 2014

Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? This post compares the mission statements of two airlines and it’s sure to get you thinking about your own. 13 Tough Questions to Skyrocket Customer Experience Improvement. Automated replies?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

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

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 14, 2015

Are employees the answer to the customer experience question? Southwest Airlines, Zappos and Amazon were all the disruptors of their day, and they all focused on delivering exceptional customer service. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 290

Customer Experience Airlines Government Exceptional Customer Service 290

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

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

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

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

Experience Investigators by 360Connext

MARCH 25, 2015

. ‘Your CEO needs to put the customer first; strong leadership drives strong culture’ David Mingle @GM #NGCE — Nick Ris (@nickris) March 24, 2015. Rachel McCarthy , Vice President of Inflight Experience for JetBlue Airline, mentioned how a full can of soda can be seen as inspiring. Little things have a huge impact.

Metrics 234

Metrics 2015 Chief Customer Officer Airlines 234

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

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

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

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

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. Turning to social media things were not much better.

Travel 49

Travel Airlines Customer Experience Social Media 49

Alida

JULY 28, 2016

Here’s a look at the rise of big data hype, its untimely death and what it all means for for marketers, researchers and other business professionals who use customer intelligence. Social media platforms such as Twitter, LinkedIn, Facebook, Snapchat and Instagram are examples of the real-time datafication of customers’ lives.

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2010 Social Media 2016 2013 160

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Experience Investigators by 360Connext

DECEMBER 11, 2014

This inevitably leads to problems and customers disappear. The best companies begin with a mission directly aimed at customers. Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Oracle

DECEMBER 14, 2020

The first CX ISV finalist, Conversocial , provides a customer experience platform for messaging and social media engagement across the customer journey. This resulted in over 81% of all inbound customer conversations being conducted via messaging. The airline saw: 3.6x

Innovation 52

Innovation Airlines Contact Center Omnichannel 52

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

Think Customers

MARCH 2, 2023

While being more strategic about CX means seeking out savings, the panelists wondered how Frontier Airlines’ recent cost-cutting move to eliminate live telephone support will play out. The discount carrier now directs callers to its website, mobile app, social media, WhatsApp and chat. “It

2023 52

2023 Contact Center Average Handle Time Roadmap 52

Avaya

JUNE 1, 2018

If you were managing a large team of contact centre agents, how long would it take you to cut a few seconds from the average handle time or average time customers wait in your IVR queue? While your organisation’s contact centre is no longer the sole owner of customer engagement, by no means are contact centre metrics any less important.

Customer Experience 56

Customer Experience Social Media Average Handle Time Airlines 56

Currency Alliance

DECEMBER 19, 2022

The loyalty team wants access to inventory to use as rewards and incentivize engagement. The key is enabling customers to redeem points with a much higher perceived value than the actual cost of delivery. Improving customer insight and loyalty personalization. However, few are advancing rapidly in this transformation.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. According to Vanderbilt, social media and our sharing economy have transformed how people’s tastes are influenced by others.

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2016 Innovation Marketing Insights 267

SurveySensum

SEPTEMBER 21, 2023

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. So why not strengthen customer relationships with personalization? This keeps subscribers engaged and loyal.

Customer Retention 52

Customer Retention 2023 Loyalty Programs Travel 52

Eptica

JUNE 3, 2016

They expect a fast response – otherwise they are likely to escalate their complaint and share it through social media. Otherwise they will simply use their mobile to complain on social media – before heading to your competitors. Share this page on: Tweet.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

ProProfs Chat

SEPTEMBER 20, 2019

Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Syed thus turned to Twitter and expressed his anger towards the airline. . After all, when a customer loses the luggage, they expect the issue to be resolved at the earliest.

Customer Service 68

Customer Service Airlines Net Promoter Score Customer Retention 68

ProProfs Chat

DECEMBER 22, 2019

Your business will be recognized for outstanding customer services that always strive to deliver unique value to their customers. Altimeter research says that the most critical cause of dissatisfied customers is inadequate customer service portrayed loudly on social media. ??

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

Tricia Morris

JUNE 26, 2015

A Bain & Company report shows that a 5% increase in customer retention can increase profits by 25% to 95%. Another Bain & Company survey shows that customers end up spending 20% to 40% more with companies who engage and respond to social media customer service requests.

Customer Service 104

Customer Service Poor Customer Service Net Promoter Score Customer Service Representative 104

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

Hero Digital

MARCH 12, 2019

If they were to become more dependable customers, however, they could substantially impact company revenues. An airline, for example, might choose a group of their frequent flyers who sometimes board other airlines on competing routes. The key in selecting your segment(s) is to look for the low-hanging fruit.

Customer Experience 46

Customer Experience Airlines E Commerce Touchpoint 46

Avaya

DECEMBER 18, 2018

Avaya’s mission-critical Customer Engagement technology, which supports the North American Aerospace Defense Command (NORAD) Operations Center at Peterson Air Force Base, helps volunteers carefully monitor Santa’s travels and ensure his safety using radar, satellites, planes, and Santa Cams strategically positioned worldwide.

Contact Center 80

Contact Center Travel Government Airlines 80

Currency Alliance

FEBRUARY 20, 2023

Such vendors had very fixed views on how customers should be engaged and rewarded – regardless of how much they knew about the brand’s business, their customer, or their industry. These values can change when they take place in a sequence – i.e., ‘action B’ may be much more profitable if the customer takes ‘action A’ first.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

Eptica

MARCH 8, 2016

Author: Dharmesh Ghedia The conversational, open nature of Twitter easily lends itself to customer service – in fact, the social network itself claims that tweets to major brands have increased by 2.5 This is particularly true of businesses that operate 24×7, such as online retailers, airlines or telecoms operators.

Customer Service 50

Customer Service Social Media Net Promoter Score 2016 50

Calabrio

APRIL 20, 2016

Or, is it a buzzing and dynamic environment equipped with 21 st century customer engagement and analytics technology that empowers businesses to predict customer needs? Gone are the days when a customer’s first instinct was to pick up the phone to contact his or her cable provider or airline carrier.

Contact Center 56

Contact Center Omnichannel Airlines Social Media 56

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

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