ShepHyken

SEPTEMBER 11, 2023

To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints. Plus, Shep and Jason talk about the NPS leaders in various industries, including automotive, groceries, airlines, and more. Quotes: “Happier customers are more valuable to the business.

Net Promoter Score 128

Net Promoter Score NPS Automotive Poor Customer Service 128

Kitewheel

MARCH 4, 2019

Enormous budget airline brands and luxury hotel chains alike are seeing increased competition. Top-rated airlines like JetBlue have managed to combine reasonable prices with quality service and experience. Furthermore, travel businesses need to better understand and react in real-time to the needs of their customers.

Travel 40

Travel Hospitality Customer Journey Airlines 40

ijgolding

MAY 2, 2017

Last week I wrote an article on the subject of ‘common sense’ To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S.

Airlines 72

Airlines 2017 Customer Centricity Travel 72

Experience Investigators by 360Connext

JANUARY 8, 2018

Customer experience repair and improvement can be completely overwhelming! Then you simply must understand the journey by undertaking a robust customer journey mapping process. They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience.

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

Experience Investigators by 360Connext

MAY 16, 2023

There are a lot more than five ways, but these can inspire you to look at your customer’s journey and take action. Why Proactive Customer Experiences Win Most organizations set up customer journeys in a way that is reactive. They appreciate how the contact center agents resolve customer issues.

Airlines 143

Airlines Feedback 2023 Customer Service Representative 143

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. We know that building loyalty requires more positive interactions than negative ones. So let’s get proactive about how we thank customers.

Airlines 372

Airlines 2020 Social Media Hotels 372

Michelli Experience

APRIL 25, 2017

Here are a few examples: Frequent interactions that involve saying “no” to customers. Unlike walking, driving, or riding a bicycle – train, cab, boat, and airline passengers rely on others to get them to their destination safely and on time. For airline customers, that reliance occurs in a metal tube at 30,000 feet.

Airlines 40

Airlines Customer Experience Travel Retail 40

Kustomer

JANUARY 19, 2023

In discussing tips in which data can be attained, Steven mentions knowing your customer — who they are, what they’re doing, and how they interact with your brand — which has proven to be greatly effective when building brand loyalty and identifying an ideal customer persona. So, I’m not going to change how airlines fly.

Customer Journey 98

Customer Journey Customer Experience Customer Service Advertising 98

Experience Investigators by 360Connext

JULY 15, 2015

This brings to mind the online obstacle courses that derail the customer journey with redundant steps or unusual registration requirements, but what about the offline experiences that can be just as ridiculous? Assume that customers will always be loyal, for loyalty’s sake. Skills don’t create customer loyalty.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

CSM Magazine

DECEMBER 13, 2023

Customer service, often seen as the heart of a business, is the assistance and advice provided by a company to those people who buy or use its products or services. It operates as a key touchpoint between a business and its customers – a platform where relationships are built, trust is established, and loyalty is earned.

Customer Service Strategies 52

Customer Service Strategies Customer Service Omnichannel Airlines 52

ijgolding

SEPTEMBER 2, 2015

Ryanair are now the largest international airline IN THE WORLD!!!!! They have become so large, that they are the 6th largest airline overall – only surpassed with airlines that have significant domestic traffic. Love them or hate them, no-one can ignore the hard, simple facts. appeared first on IJ Golding.

Airlines 87

Airlines Travel 2014 Financial 87

Experience Investigators by 360Connext

NOVEMBER 22, 2022

Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. We know that building loyalty requires more positive interactions than negative ones. So let’s get proactive about how we thank customers.

Airlines 143

Airlines 2020 Social Media Hotels 143

Andrew Mcfarland

DECEMBER 1, 2015

While code sharing is a model that should benefit customers greatly, the reality is still far from the promise. As a result, customers who benefit from one aspect of the customer experience – pricing advantages – suffer along the remainder of the customer journey.

Airlines 54

Airlines Customer Journey Customer Experience Customers 54

Peter Lavers

JULY 3, 2018

Like many people I’m a member of many loyalty programmes – from grocery retail through to airline frequent flyer clubs. I recently received two very similar direct mail offers from major retailers that got me thinking about the strengths and weaknesses of loyalty programmes. Do loyalty programmes work? Don’t work at what?

Retail 40

Retail Loyalty Airlines Marketing 40

Retently

MARCH 23, 2023

In an effort to retain as many customers as possible, Comcast agents were trained to work as hard as they could to encourage customers to stay with the company when they asked to cancel. There are two lessons here for businesses aiming to improve retention, increase customer satisfaction, and foster loyalty.

Net Promoter Score 124

Net Promoter Score NPS Insurance Airlines 124

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty. Top loyalty trends for 2018: No.1

2018 49

2018 Loyalty Brands Loyalty Programs 49

Interactions

MAY 20, 2021

Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. . Or should hotels and airlines continue to be cautious? The pandemic resulted in many of these businesses having to lay off or furlough employees.

Hospitality 62

Hospitality Travel Brands Average Handle Time 62

SurveySparrow

JUNE 28, 2023

In today’s highly competitive business landscape, providing exceptional customer experiences has become crucial for long-term success. Understanding what customer experience optimization entails and implementing effective strategies can significantly impact customer satisfaction, loyalty, and ultimately, business growth.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

Interactions

MARCH 19, 2020

Consumers are scrambling to contact airlines and hotels to cancel or change their bookings. . Amidst this chaos with emotions running high, customers still expect these brands to show empathy and offer fast, efficient, and effective solutions. Consider the following as part of your new, short-term customer journey: .

Customer Service 96

Customer Service Contact Center Travel Airlines 96

Currency Alliance

JUNE 11, 2019

“Extra” was a 4% interest rate which earned the average working family £100-200 a year – the kind of value you can earn from a supermarket loyalty card. Economic cycles aside, though, the real problem is that it attracts entirely the wrong sort of customer. Customers appreciate the free money, but it simply doesn’t make them loyal.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Kayako

MAY 13, 2022

Customer self-service portals are a win-win situation because they increase customer satisfaction while freeing up live agent time. A customer self-service portal is an important tool for improving customer satisfaction and increasing loyalty. Are you ready to provide fast and responsive customer care?

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Russel Lolacher

DECEMBER 4, 2019

Even when travelling to the most beautiful, exotic destinations, an airline can make, or break your experience. Stay tuned for a story of changed plans, Airline impacts and new opportunities. This is the Customer Experience Storytime tale of…. It was to be Pacific Coastal Airlines. Customer Perceptions.

Travel 72

Travel Airlines Transportation Tourism 72

ijgolding

DECEMBER 17, 2014

Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common feeling I have in my experiences with airlines. I wrote the review after my outbound flight with them to Oslo.

Airlines 83

Airlines Customer Journey Events Travel 83

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! The best ones evolve with the marketplace and ever-changing customer expectations.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Eptica

MARCH 27, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI In a previous post, Olivier Njamfa reviewed his five favorite books on the subject of trust and the customer journey. He points out due to this lack of loyalty many major corporations now lose half their customers in five years and 50% of their employees in four.

Books 66

Books Net Promoter Score 2019 Loyalty 66

GetFeedback

APRIL 8, 2019

Your NPS score is based on customers responding to one question: “How likely are you to recommend us to a friend or colleague?”. The responses will be a key indicator of customer loyalty and overall customer satisfaction. . But, again, what is a good NPS score? Today you’ll get the answer.

NPS 247

NPS Net Promoter Score Reference Metrics 247

SurveySensum

JANUARY 18, 2024

Let’s get started: 7 Powerful Ways to Boost Your Marketing (and Customer Experience) with SMS Automation The following strategies will help you with personalized marketing to seamless customer communication. Consider a scenario where a beauty brand identifies a customer who frequently purchases skincare products.

Marketing 52

Marketing Fashion Demo Customer Journey 52

CX Accelerator

JUNE 19, 2018

Even well-meaning front line employees can struggle to show empathy to customers when they are pressured to focus on business processes or demands. Sometimes a lack of empathy is obvious and glaring, for example, when United Airlines personnel violently dragged a passenger out of a plane.

Customer Experience 159

Customer Experience Customer Journey Airlines Customers 159

Help Scout

JUNE 17, 2021

To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement. A scalable customer experience is one that you can promise to your customers every day — not the occasional wow moments that your employees pull out on a whim. The Compass Model isn’t just for Disney, either.

Customer Experience 120

Customer Experience Hotels Banking Airlines 120

Ecrion

MAY 12, 2020

In fact, 63% of them expect personalization when it comes to the customer journey. What is personalization and how can you use it to enhance the customer experience for your clients? Read on to find out so you can improve the way you serve your prospects and customers. What Is Personalization?

Customer Experience 75

Customer Experience Customer Journey Airlines Travel 75

Ecrion

MAY 12, 2020

In fact, 63% of them expect personalization when it comes to the customer journey. What is personalization and how can you use it to enhance the customer experience for your clients? Read on to find out so you can improve the way you serve your prospects and customers. What Is Personalization?

Customer Experience 71

Customer Experience Customer Journey Airlines Travel 71

Currency Alliance

MAY 20, 2024

Consumers used to show loyalty to their main bank more or less by default. Now, forward-thinking banks are urgently considering how to keep their payment cards top-of-wallet and expand the stickiness of their relationships with customers over the next decade.

Banking 52

Banking Loyalty Loyalty Programs Travel 52

ijgolding

SEPTEMBER 24, 2014

Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline ‘story’ – and most of the time the stories are not particularly positive.

Customer Experience 98

Customer Experience Airlines Travel Entertainment 98

Michelli Experience

OCTOBER 12, 2016

For example, had I read about something like Indian airline, IndiGo’s, recent effort to create a “quiet zone” (no children under age 12 in rows 1-4 or 11-14), I would have assumed a well thought out process. Ultimately, the marketplace will determine if “quiet zones” are a positive innovation for the airline traveler or if they are a flop.

Airlines 89

Airlines Travel Customer Experience Design Innovation 89

Interactions

APRIL 1, 2021

How can brands ensure that their communication is increasing loyalty, and not scaring customers away? If an airline is experiencing severe delays due to a storm, they may use a proactive banner message to alert travelers. What’s in it for the customer? But where’s the line between informing and annoying?

Communication 62

Communication Contact Center Airlines Insurance 62

SurveySensum

JULY 13, 2023

In today’s competitive retail landscape, customer experience has emerged as an important factor that can either make or break a business. Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business.

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

In today’s competitive retail landscape, customer experience has emerged as an important factor that can either make or break a business. Delivering exceptional customer experiences not only fosters customer loyalty but also generates positive word-of-mouth and drives sustainable growth for your business.

Retail 52

Retail Customer Experience Touchpoint Social Media 52