InMoment XI

NOVEMBER 20, 2023

Customer retention rates and customer service can be improved by using AI to actively listen for qualitative feedback and elicit more valuable responses. This personalization not only enhances customer satisfaction but also drives sales and fosters brand loyalty.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

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

CSM Magazine

JUNE 8, 2023

In fact, the company encourages customers to leave ratings and feedback because it provides valuable insight for sellers and Amazon at large. Southwest Airlines Everyone has had a headache when it comes to dealing with an airline. That’s right—Southwest lets customers check not one but two bags free of charge.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Airlines Travel 52

Interactions

MARCH 2, 2023

That is especially important during difficult economic times when customers may be more cautious about spending. Gen Zers, for example, will abandon a brand at the first instance of poor customer experiences. Sometimes a customer just needs to speak to someone,” he says.

Airlines 62

Airlines 2023 Call Center Loyalty 62

CSM Magazine

DECEMBER 13, 2023

The significance of efficient customer service strategies cannot be overstated. Such strategies are crucial as they guide a business on how to consistently deliver exceptional service, leading to customer retention, increased sales, and a strong, reputable brand image.

Customer Service Strategies 52

Customer Service Strategies Customer Service Omnichannel Airlines 52

Retently

MARCH 23, 2023

First, poor service can and will hurt your customer relationships. The second is that taking a short-term approach to retention, as Comcast and other brands did by using aggressive customer retention tactics, will likely backfire. Why the huge difference in customer satisfaction? .

Net Promoter Score 113

Net Promoter Score NPS Insurance Airlines 113

ShepHyken

NOVEMBER 26, 2018

My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people. Customer Retention Made Easy by Samir Palnitkar. Customer Experience by Tom Fishburne.

Article 80

Article 2018 Customer Service Airlines 80

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

ShepHyken

APRIL 17, 2017

My Comment: There is a difference between a customer loyalty program and a customer retention program. A repeat customer may not be a loyal customer. The goal of saving a defecting customer isn’t about making them loyal. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray.

2017 79

2017 Article Social Media Customer Service 79

ijgolding

NOVEMBER 13, 2014

The reason why the airline became the one that most loved to hate is not very difficult to understand. He has admitted that he was wrong not to change the way the airline treated customers much sooner and is committed to making the Ryanair Customer Experience even better.

Brands 99

Brands Airlines Financial Travel 99

Currency Alliance

APRIL 15, 2024

This means that loyalty programs are now a more important channel for customer acquisition and retention than ever before. Customer frequency is partly determined by the nature of your business. On the business side, you’re looking for an affordable means of customer retention and acquisition.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

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

ShepHyken

DECEMBER 3, 2018

On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience. The Mount Rushmore of Customer Service Leaders by John DiJulius. This is the way everyone should think.

Article 102

Article 2018 Customer Service 2019 102

ProProfs Chat

DECEMBER 27, 2018

It helps to streamline customer support process; making your agent’s life easy. Business Goal #6 – Customer Retention. Imagine you are an airline company and your customers are rapidly moving away to your competitors. That is when you realize there is a serious problem with your “customer retention”.

E Commerce 73

E Commerce E-support Airlines Customer Retention 73

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! There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. .

2017 69

2017 Article Customer Service Airlines 69

Up Your Service

MAY 3, 2017

But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others. In today’s connected world, customer service experiences — especially the bad ones — often spread like wildfire.

Hospitality 74

Hospitality Travel Brands Airlines 74

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. This should be a good enough reason why customer retention is something your business takes very seriously.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

ijgolding

APRIL 25, 2017

Failure to apply common sense, continues to destroy customer experiences all over the world. Unless you have been living in a cave with no access to Wi-Fi, it can not have escaped your notice that United Airlines have come in for some rather heated criticism lately. That did not happen.

Airlines 65

Airlines Hotels Customer Experience White Paper 65

ijgolding

SEPTEMBER 18, 2014

I must point out that I do not know Brian, but feel that the story is so compelling, that many should read it to understand the consequences of failing to be empathetic towards customers. These words were posted on Irish airline Aer Lingus’s Facebook page on the 17th September (2 days ago): It unfortunately has had to come to this.

Airlines 84

Airlines Travel Social Media Definition 84

ShepHyken

APRIL 6, 2020

Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. The other is more of a marketing program that rewards customers for coming back.

Article 75

Article 2020 Customer Service E Commerce 75

SurveySparrow

JUNE 28, 2023

Example: Apple’s seamless integration of software, hardware, and services, combined with their outstanding customer support, has resulted in a loyal customer base and high customer retention rates. Competitive advantage: In today’s saturated market, customer experience becomes a key differentiator.

Customer Experience 52

Customer Experience Net Promoter Score E Commerce Customer Centricity 52

ProProfs Chat

DECEMBER 22, 2019

To set your brand above and beyond, you need to develop smart customer services , which ultimately focus on providing not just active, but proactive customer service along with offering a high-quality product at affordable prices. . Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

SurveySensum

JANUARY 18, 2024

” This automated approach improves conversion rates, builds brand trust, and contributes to enhanced customer retention by providing timely and relevant information. Automate Customer Service and Support Automating customer service and support through SMS involves reducing customer churn and building positive brand associations.

Marketing 52

Marketing Fashion Demo Customer Journey 52

SurveySensum

AUGUST 4, 2023

IMPACT: This type of loyalty program relies on customers’ commitment through the membership fee, fostering a sense of belonging and encouraging customers to remain loyal to the brand. You must track key metrics such as customer retention rates, customer satisfaction scores, and program engagement levels.

Loyalty Programs 52

Loyalty Programs Retail Loyalty 2030 52

Daniel Group

FEBRUARY 15, 2019

If you look at the historical scores from The American Customer Satisfaction Index you see very little improvement in customer satisfaction (some industries such as airlines are getting worse). From my personal experience I have far more stories about poor customer service that service that causes me to be loyal.

Customer Experience 40

Customer Experience Poor Customer Service Magazine Airlines 40

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years. That future isn’t as futuristic as it may sound right now as many merchants are gravitating away from cash. Buses in London don’t take cash.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization.

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Ecrion

MAY 12, 2020

A great way to do this is by using the customer data you have. When you can see that the person browsing is a C-level executive of an airline, you can recommend your travel whitepapers and maybe some relevant articles from trusted and notable sources. Remember how we said customers are very savvy nowadays?

Customer Experience 75

Customer Experience Customer Journey Airlines Travel 75

TechSee

JULY 24, 2018

He requested that she submit her lost-luggage Case File and a copy of the Property Irregularity Report (PIR) from the airline when she returned to the US, in order to claim her compensation. The post How technology can drive a customer centric culture: 3 true stories appeared first on Techsee.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

ijgolding

MARCH 31, 2017

Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. If you have been a follower of my writing for some time, you will know that I am no stranger to air travel!

Customer Experience 65

Customer Experience Airlines Travel Customer Experience Professionals 65

ijgolding

OCTOBER 19, 2015

I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other. At the centre of the chaos was a human – not an employee of SAS – the airline who had caused the problem was nowhere to be seen.

Customer Experience 78

Customer Experience Airlines Customer Centricity Customers 78

Ecrion

MAY 12, 2020

A great way to do this is by using the customer data you have. When you can see that the person browsing is a C-level executive of an airline, you can recommend your travel whitepapers and maybe some relevant articles from trusted and notable sources. Remember how we said customers are very savvy nowadays?

Customer Experience 71

Customer Experience Customer Journey Airlines Travel 71

ProProfs Chat

FEBRUARY 13, 2020

Customers won’t think twice when switching from one loyalty program to another. 77% of consumers participate in a retail loyalty program, 46% have joined a hotel program, and 40% are part of an airline program–up from 72%, 36%, and 31% over the last year, respectively. Customer Loyalty B2B Statistics. Source: Adobe ) Tweet this.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Think Customers

AUGUST 31, 2020

The importance of customer loyalty and retention can’t be overstated. Loyal customers are less price sensitive and more likely to make frequent purchases—in addition to being brand advocates. Research also shows that just increasing customer retention rates by 5 percent increases profits by 25 percent to 95 percent.

Loyalty 52

Loyalty Net Promoter Score Contact Center Retail 52

ijgolding

FEBRUARY 9, 2017

One case of bad CS that made it viral was the service provided by United Airlines. To voice his concern regarding the service the airline was providing, he wrote a special song just for the business which gained over 1.6 million views and several thousand comments from other customers who felt similarly.

Customer Service 52

Customer Service Airlines Fashion Sports 52

Beyond Philosophy

MARCH 31, 2015

Or, like staying at a Ritz-Carlton, shopping at an Apple store, or flying Southwest Airlines. It is a concept that they began several decades ago, and it is built on a successful recipe of community service and employee-empowered customer service. Blogs Customer Retention' appeared first on Beyond Philosophy.

Banking 124

Banking Customer Relationships Financial Magazine 124

Michel Falcon Experience

OCTOBER 23, 2014

I’ve learned a lot about customer experience in my career. I know that if you want to improve your customer experience within your organization, you don’t start with the customer. Southwest Airlines taught me that you must first begin with your employee’s experience.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154