ShepHyken
AUGUST 18, 2021
If I had to book a flight on an airline, why would I choose one over another? Most airlines, at least the major carriers, are close in price and offer similar frequent flier programs, so let’s take those out of the decision process. That leaves airline schedules, seat availability, etc. So, how well do you know your customers?
ShepHyken
NOVEMBER 17, 2021
Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you choose to fly with this airline over the others? .
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ShepHyken
DECEMBER 21, 2020
How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. According to Channels, after just one negative experience, 51% of customers will never do business with that company again. by GISuser. Here’s Why.
ShepHyken
AUGUST 3, 2022
No employee should be treated poorly by customers. . The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Have a recording that directs the customers with lost luggage to call the airline they used.
ShepHyken
AUGUST 17, 2022
Carlzon was president of Scandinavian Airlines, and he used this concept to turn a sub-par airline into one of the most admired airlines in the industry. He had plenty of examples of how various interactions passengers had with the airline’s employees created an experience that made them want to return and do business again.
ShepHyken
NOVEMBER 5, 2018
(The Michelli Experience) Recently, a new client of mine said, “Just like everyone else I want to differentiate my business through the customer experiences I provide, but quite frankly I’ve tried a lot of things and am not seeing any sustained improvement.”. That is what will turn a good customer experience into a great customer experience.
ShepHyken
MARCH 6, 2019
I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. The customer service agent was happy to accommodate my request. I called the airline back and, once again, they were happy to accommodate my request. She rebooked me on the later flight. Sure enough, there was.
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