GetFeedback

JANUARY 12, 2020

Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Some call it a “ cattle call.”

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Natalie Petouhof

SEPTEMBER 1, 2016

The report goes into a lot of detail so it’s clear how to calculate the ROI of social customer service: Many brands have experienced incidents where not taking care of an issue turned into a social media nightmare. How to Calculate Social Customer Care ROI. A strategy to meet the social customer care goals and objectives.

ROI 45

ROI Social Media Airlines Customer Service 45

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). Published on: June 24, 2016.

ROI 50

ROI Customer Experience 2016 Airlines 50

Innovative CX

MARCH 6, 2024

Lately, I’m seeing a lot of churn about how to develop an effective ROI for an organization’s CX investments. Getting Back to CX Basics To further along my point, I beg a simple question – what is the primary responsibility of an airline? Again, the basics for an airline are to get you from point A to point B safely – nothing less.

B2C 52

B2C Airlines B2B Entertainment 52

Customer Bliss

MAY 31, 2016

Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com. Prove your points and connect them to ROI. About Curtis .

Airlines 158

Airlines Customer Experience Insurance Innovation 158

inQuba

APRIL 7, 2022

He and his team have helped some of the top brands bring their customer experiences to the next level, including Emirates Airlines, Singapore Airlines, AT&T, Verizon, Ping An Insurance, Santander, Home Credit, AKBank, Telstra, Etisalat, Nordea, Telus and many more.

Airlines 75

Airlines Insurance Customer Journey ROI 75

ShepHyken

DECEMBER 4, 2020

When we refer to investing in the wrong technology, we are talking about technology solutions that are too expensive, have low adoption, and fail to deliver ROI. Let’s take an airline that invests in a paid facial recognition fast track experience at the security checkpoint. If this airline has primarily leisure travelers (i.e.

Roadmap 139

Roadmap Customer Experience Airlines Travel 139

Currency Alliance

APRIL 15, 2024

A low-frequency business would be an airline (for most people), or brands selling occasional purchases such as refrigerators, cars, laptops, shoes, gala dresses, etc. On the other hand, 60-70% of customers may be motivated to redeem in the currency of a partnered airline or hotel. Consider the example of a retailer (i.e.,

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Experience Matters

JANUARY 21, 2020

In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of CX and What Consumers Do After a Bad Experience. The XM Institute is kicking off the year with a research bang. Since then, we’ve actually published a number of new research reports with an emphasis on industry-specific data.

Consumers 80

Consumers Feedback Insurance Airlines 80

Lithium

SEPTEMBER 29, 2022

Irish Airline Ryanair has taken this in stride with their viral TikTok account. For the unaware, Ryanair is a budget airline known for many things but known that it’s the cheapest way from point A to point B in Europe. Suppose you are an airline, and for whatever reason, your customers are missing flights or luggage or what have you.

Hospitality 52

Hospitality Brands Travel Airlines 52

Michel Falcon Experience

MAY 21, 2015

Is your company still busy wondering about the ROI of social customer service?Venture Venture Beat published an awesome post on KLM, the European airline, on how their 150 social media customer service agents have generated annual revenue of $25 million through social media.

Customer Service 109

Customer Service Social Media Airlines ROI 109

Oracle

AUGUST 27, 2020

Finalists: Alaska Airlines. The Upshot Award for Best Demonstrated ROI in Marketing. The Upshot Award for Best Demonstrated ROI in Sales. The Upshot Award for Best Demonstrated ROI in Service. Lojas Lebes. Panasonic Computer Products Europe. Winner: Click here to discover this year’s winner. Healthgrades.

2020 75

2020 2007 ROI Airlines 75

Currency Alliance

MARCH 28, 2023

the modest number of reward seats that an airline makes available on a flight, or the items curated in a redemption catalog). In short: it will increase loyalty engagement by enabling greater freedom and choice around redemptions; and, when dynamic value allocation is incorporated, will produce greater ROI.

Loyalty Programs 52

Loyalty Programs Loyalty Hotels Airlines 52

Beyond Philosophy

JUNE 6, 2019

Airlines use it to help people check in for flights more efficiently, which is of great value to many passengers. To be fair, the airlines are improving their experience with customers by using facial recognition technology. Moreover, you can improve the impact and perhaps most importantly the ROI of your marketing content.

Banking 141

Banking Airlines Technology Competitive Advantage 141

Thematic

FEBRUARY 11, 2024

I saw representatives of most major banks, airlines, hotels and casinos - Medallia’s bread and butter enterprise customers. The Sessions To dig deeper into AI, CX, EX and ROI, Medallia Experience had a packed agenda of sessions led by Medallia product people, consultants / speakers and practitioners.

NPS 62

NPS Hotels Events Demo 62

NetBase

MAY 20, 2019

But many are still unsure of how to communicate the amazing engagement they’re seeing – and correspondingly unable to demonstrate it in terms of ROI. You can almost hear their end-of-year Instagram ROI reports falling flat if you listen closely. Let’s get started! Understanding Stories. Creating a Baseline.

Banking 58

Banking Airlines ROI Social Media 58

Eptica

APRIL 18, 2018

Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. Why it is time to calculate the ROI of VoC programs.

Travel 49

Travel Brands Airlines Customer Experience 49

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Nothing wrong with that! Always good to revisit this topic because it is such a hot one for customer experience professionals. Always the same (great) story, regardless.

Customer Experience 56

Customer Experience ROI 2016 Insurance 56

CX University

JANUARY 15, 2020

Airlines don’t exactly have a stellar reputation for good CX, on the contrary, bad press and avoidable failures, with racial profiling and dragging passengers off planes, as a couple of the more notable ones.

Airlines 52

Airlines Social Media 2025 B2B 52

Oracle

APRIL 10, 2018

My CX with American Airlines. Several hours prior to my flight, I received a text from American Airlines that my gate number had been changed. Although notifications like this are pretty standard nowadays for most airlines, customers appreciate being kept up to date with the latest information. My CX with Hyatt Hotel.

2018 40

2018 Airlines Hotels Customer Experience 40

Strativity

JANUARY 6, 2023

In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. This year and beyond, companies in any space—whether apparel, food, or fitness—need to prioritize creating ecosystems consumers can’t live without. Some industries are already doing this well. Seek connection, not perfection.

Brands 52

Brands Apparel Airlines Hotels 52

NICE inContact

AUGUST 9, 2018

For example, if an airline customer live chats with a customer service agent when needing help changing a reservation, the airline could send a survey once their reservation has been re-booked and ask “Overall, how easy was it to change your reservation with [airline] today?” 2) Disagree. (3) 3) Somewhat Disagree. (4)

NPS 48

NPS Metrics Net Promoter Score Customer Service 48

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.” The skill can be taught, explained Southwest Airlines’ Sonya Lacore. On the first question, out of 50+ people, she got 50+ different answers. That’s actually fairly common.

Customer Experience 131

Customer Experience Airlines Customers Leadership 131

NICE inContact

JUNE 14, 2016

Earlier this year I had an issue with an airline so, as many of us would do, I called them. Within minutes of my tweet I got a response from a competing airline, inviting me to start flying with them. They offered me credit for future flights and would carry my status over from the airline that was causing my delay.

Social Media 51

Social Media Customer Service Airlines Contact Center 51

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

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 60

Customer Experience ROI NPS Financial 60

Experience Matters

JUNE 16, 2015

The percentage of promoters who are likely to repurchase ranges from 96% for retailers, fast food chains, and supermarkets down to 77% for airlines, while the percentage of those who are likely to forgive ranges from 72% for computers & tablets, utilities, and supermarkets down to 51% for airlines.

2015 102

2015 Net Promoter Score Wireless Airlines 102

Customer Bliss

MARCH 2, 2016

Colleen went from being Southwest Airlines founder Herb Kelleher’s personal assistant to the eventual President and CEO of Southwest Airlines. I believe it’s one of the most winning components to Zappos’ success. She’s honestly one of my personal heroes.

Customer Experience 164

Customer Experience Airlines Social Media Leadership 164

Beyond Philosophy

APRIL 15, 2019

Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Add to it that leadership also wants to have an ROI. Essential Considerations for Your Customer Service Culture. The implementation team will have their work cut out for them.

Culture 114

Culture Customer Service Leadership Airlines 114

CSM Magazine

AUGUST 22, 2019

The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

BirdEye

APRIL 3, 2023

Rollin King, a businessman in the airline industry, saw this need and recognized the success of another airline, Pacific Southwest Airlines. The result was Southwest Airlines. Remember, investors are interested in their return on investment (ROI), first and foremost. An outline for a business plan can be simple.

Financial 52

Financial Airlines Document Sales 52

Currency Alliance

FEBRUARY 20, 2023

This means that if you can vary the value of an action or price of a reward, you can optimize your loyalty program for greater customer engagement and ROI. Context’, as described in the next section, is constantly changing, and incentives should change as well to optimize medium-term ROI.

Loyalty 52

Loyalty Loyalty Programs Social Media ROI 52

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 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

TechSee

JULY 24, 2018

According to the Harvard Business Review , personalization can deliver five to eight times the ROI on marketing spend and can lift sales by 10% or more. 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.

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

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. Where: New York City, NY.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

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

C Space

MAY 4, 2020

Billionaire investor Warren Buffett says his company Berkshire Hathaway has sold all of its shares in the four largest US airlines. Mr. Buffett said he had been wrong to invest in the airline industry. The firm began investing in the four airlines in 2016, after avoiding the aviation industry for years.

2020 52

2020 Brands Airlines E Commerce 52