Retently

AUGUST 22, 2018

“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience.

Airlines 76

Airlines Customer Satisfaction NPS Net Promoter Score 76

Customer Bliss

MAY 11, 2017

Important distinction here: Oftentimes in the early stages of CCO work, it’s all Excel spreadsheets and ROI equations and “create a 10-step plan.” Here’s what Brian Andrews talked about as they were pioneering NPS at Intuit: There also need to be realistic discussions about compensation, especially variable compensation.

Customer Experience 131

Customer Experience Airlines Customers Leadership 131

CX Journey

MARCH 13, 2019

According to CX Network’s latest Annual Global State of CX Report , showing return on investment (ROI) from CX projects is one of the top challenges troubling CX practitioners. Evidencing ROI was highlighted by almost half of the respondents as the biggest block to gaining approval for future CX investments. The model ".uses

Customer Experience 32

Customer Experience ROI NPS Financial 32

ProProfs Chat

SEPTEMBER 20, 2019

Syed thus turned to Twitter and expressed his anger towards the airline. . Instead of responding quickly to the promoted tweet of their customer, the airline giant took eight hours to reply. People are willing to spend $20 more when an airline responds to them within six minutes.

Customer Service 68

Customer Service Airlines Net Promoter Score Customer Retention 68

ReviewTrackers

MAY 8, 2017

Session topics include how to make the most of customer feedback , the different elements of ROI, employee engagement, the continued role of NPS in measuring customer satisfaction, agile operations, and in-depth measurement and insight, among others. Where: London, UK. Forrester CXNYC. When: June 20 to 21, 2017.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

SurveySparrow

SEPTEMBER 21, 2020

And in this blog, we’ll discuss how online surveys increase ROI. And, what’s more rewarding is the fact that online surveys can increase your business ROI like never before. Giant companies like Taco Bell, Microsoft, Apple, Southwest Airlines have achieved massive success because of online surveys. Event Surveys.

ROI 45

ROI Return on Investment Social Media Net Promoter Score 45

ClearAction

JULY 29, 2018

Since that time it has consistently been among the highest profitable of full-service airlines around the world. Their research proved a strong customer culture drives over 35 business performance measures, including ROI, growth, customer retention, market share and sales. It’s an enterprise-wide imperative.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

SurveySparrow

MARCH 26, 2021

Southwest Airlines: Since Southwest Airlines was using the hub and spoke type of operating flights, a huge percentage of its passengers had to choose connecting flights. If you see that industry A has a higher ROI than industry B in terms of a particular messaging, then keep using those settings and extrapolate them accordingly. . #7

Marketing 52

Marketing White Paper Advertising Airlines 52

Currency Alliance

JUNE 16, 2020

Other initiatives from big brands, such as Orange, were quite simple, but very effective mixes of online and offline engagement that drove huge increases in NPS. Such an approach is going to be all the more important now that airlines’ and hotel chains’ budgets seem likely to be heavily restricted for a couple of years.

Magazine 52

Magazine Loyalty Innovation 2020 52

Elevio

APRIL 12, 2017

In a personal experience, I remember being super annoyed with a certain airline that I called and immediately said, “Can I speak with someone who has the authority to solve my problem?” How do you measure the ROI of customer service, as well as customer happiness? Our 90 NPS score, 9.9 7 with over 2,000 ratings. CSAT, and 6.6

Effort Score 40

Effort Score 2016 2014 Airlines 40

Currency Alliance

JUNE 11, 2019

The bank was rewarded with a 12% improvement in loyalty (by the bank’s own definition), and its highest NPS score in 17 years[xii]. Traditionally, retailers, hotels and airlines feared that points too easily spent would furnish other companies’ coffers, to no real gain for themselves. References. [i] i] [link]. [ii] ii] [link].

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Currency Alliance

MARCH 20, 2020

Do this first, and you will generate high-velocity point earning and redemption; a virtuous ecosystem that drives significant ROI, and significant barriers to competitors trying to make a similar move. Test & learn to see if this engages a previously disengaged audience, and how much it increases ROI. Maintain low operating cost.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Travel 52

Currency Alliance

DECEMBER 20, 2022

Cutting cost has 2-4 times more impact on ROI than generating incremental revenue. At many brands, we are now seeing this play out, even elevating the importance of loyalty-driving engagement to optimize ROI across customer engagement initiatives. More on this below. For those who have not considered this, let me share an example.

2023 52

2023 Loyalty Innovation Loyalty Programs 52

Kitewheel

MARCH 25, 2019

For an airline, it may be as simple as streamlining the boarding process, a major source of stress for travellers. Measure ROI across interactions. Measuring ROI is another place where customer journey orchestration can help. Connect channel activities and customer experiences.

Hotels 76

Hotels ROI Customer Journey Retail 76

SurveySparrow

SEPTEMBER 20, 2022

Colleen Barrett, Southwest Airlines, President Emeritus: “To earn the respect (and eventually love) of your customers, you first have to respect those customers. Roger Staubach, Board Member of American Airlines and Cinemark: “At a car dealership, the person who sells the car is the hero, and also gets the commission.

Customer Success 52

Customer Success Airlines Net Promoter Score Advertising 52

Customer Guru

MARCH 7, 2018

There is also this pleasant memory with the airline that I would like to share. British Airways had started a new initiative called ‘Golden Ticket’ whereby all the gold card holders could give a ticket to any airline staff who provided them with a memorable service. I was the only one who got four in a year!

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

ClientSuccess

APRIL 4, 2017

He also helped the team hit 100% net revenue retention during this time and kept NPS scores consistently above 50. Right away, Mitch set the tone by mentioning cable providers, airline service, and mobile providers who are notorious for providing a ‘bad customer experience’. Are we excelling in our NPS measurement scores?

Customer Success 40

Customer Success Metrics Culture Presentation 40

Currency Alliance

OCTOBER 29, 2019

Brands have become much better at this kind of thing; United and Lufthansa are just two airlines to have switched to dynamic rewards pricing in 2019. Correctly managed, your loyalty program can be the antidote to the wastage of other forms of offline or digital marketing: a tightly-run, carefully measured profit center that optimizes ROI.

Loyalty 40

Loyalty Loyalty Programs Hotels Airlines 40

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. Loyalty programs usually take the form of memberships that confer rewards, such as airline frequent flyer programs.

Customer Retention 110

Customer Retention Loyalty Programs Customer Journey Loyalty 110

SurveySensum

FEBRUARY 10, 2022

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. Encourage buy-ins across divisions to incorporate NPS. Set NPS goals for each department. The first step to improve your NPS score is to understand the CURRENT STATE of your NPS Program.

NPS 52

NPS Net Promoter Score Touchpoint Feedback 52

SurveySensum

FEBRUARY 3, 2022

NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. Encourage buy-ins across divisions to incorporate NPS. Set NPS goals for each department. The first step to improve your NPS score is to understand the CURRENT STATE of your NPS Program.

NPS 52

NPS Net Promoter Score Touchpoint Feedback 52

Ian Williams

MARCH 19, 2020

Yeah, it not only is kind of it makes sense, there is good scientific evidence to show that the organisations who have, I mean there’s a multitude of things you need to get aligned in the right way, Phil’s work has identified kind of 47, and when you get those 47 in the right order, you’re getting the highest ROI on your CX.

Leadership 52

Leadership Consulting Financial Customer Experience 52

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. Hilton, Marriott, American Airlines and a few others now report more than 100m members.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

You might have noticed that several airlines mortgaged their loyalty programs in 2020 for many billions of dollars. I’m not going to quote a bunch of statistics, but if loyalty programs did not generate positive ROI, thousands of top brands would have given up on them decades ago. Nobody granted those loans on a whim.

Loyalty Programs 52

Loyalty Programs Loyalty Touchpoint ROI 52

Currency Alliance

FEBRUARY 10, 2020

As a result, the supermarket’s NPS has gone up and up. Those exchanges might be to a wide selection of gift cards or to hotel and airline loyalty schemes. It also rewards customers with points for participating in product reviews – providing valuable feedback data – and the opportunity for customers to earn on non-purchase touchpoints.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Multi-Channel 52