GetFeedback
JANUARY 12, 2020
These are the basics of delivering the promised experience and should be addressed. But what about customer requests that, if implemented, would undermine the brand promise? Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. Customer touchpoints vs. journeys.
ShepHyken
SEPTEMBER 16, 2019
Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk. My Comment: Full disclosure: I do most of my flying on American Airlines. Building a Robust Customer Experience Management Strategy: Lessons From Nike by Vandita Grover.
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Hello Customer
JUNE 5, 2023
"That uniqueness shines through in a good brand promise and associated customer promises, reflecting who you are and what you stand for. A great example Bloem cited in her keynote is the airline Emirates. So customers know what they can count on Emirates for; comfort, class and luxury. They are also very consistent in this.
PeopleMetrics
JUNE 4, 2019
For example, in the airline industry, customers with the highest CLV are frequent fliers. These customers have spent the most in the past and are most likely to spend more in the future, so keeping them on good terms is key. There is little doubt that losing frequent flyers hurts more than losing an average customer.
Beyond Philosophy
FEBRUARY 5, 2015
They market, and create experiences, within the branded vision. 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. Seven key customer experience questions.
Lumoa
SEPTEMBER 11, 2023
It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. This transformative arc is their customer (or buyer) journey.
Lumoa
SEPTEMBER 11, 2023
It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. This transformative arc is their customer (or buyer) journey.
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