LoyaltyPlus

MAY 11, 2022

The International Air Transport Association (IATA) estimates that global revenues for airlines were down by 44% last year when compared to 2019 figures. Fortunately, operations have resumed with airlines looking for more creative ways of re-engaging with customers.

Airlines 52

Airlines Loyalty Travel Transportation 52

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

NetBase

MARCH 9, 2020

Obwohl Social Media Analytics seit nunmehr zehn Jahren ein gängiges Business-Tool ist, sind für diejenigen, die seinen Fortschritt nicht verfolgten, verschiedene Aspekte weiterhin geheimnisvoll und verwirrend. WAS IST SOCIAL MEDIA MONITORING? KI-GESTEUERTE NEXT GENERATION SOCIAL ANALYTICS .

Social Media 52

Social Media Airlines Banking Demo 52

LoyaltyPlus

MARCH 23, 2022

The saving grace for airlines has been the growth of cargo. Putting this in perspective, cargo typically constituted 10% of the airline business before the pandemic. It should therefore come as no surprise that the familiar concept of airlines rewarding agents or freight forwarders has gathered renewed momentum.

Airlines 52

Airlines Loyalty E-support Customer Relationship Management 52

InMoment XI

JANUARY 3, 2013

In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of.

Social Media 200

Social Media Automotive Airlines Customer Experience 200

InMoment XI

JANUARY 3, 2013

In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of.

Social Media 200

Social Media Automotive Airlines Customer Experience 200

InMoment XI

JANUARY 3, 2013

In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of.

Social Media 200

Social Media Automotive Airlines Customer Experience 200

Andrew Mcfarland

DECEMBER 18, 2018

One disadvantage of being a social media Luddite is that you sometimes miss teachable customer experience moments that have wide public reach. I missed one recently that blew up social media but it still warrants a quick post.

Airlines 48

Airlines Customer Journey Social Media Customers 48

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. A study from Applied Marketing Science in collaboration with the social media company highlights the importance of acknowledging negative tweets.

Social Media 133

Social Media Wireless Airlines Loyalty 133

InMoment XI

NOVEMBER 20, 2023

By processing vast amounts of unstructured data, such as social media interactions and customer reviews, AI extracts valuable information that can be used to tailor products, services, and marketing campaigns to meet the evolving needs of the customer base.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Don’t turn it into a sales pitch.

Airlines 372

Airlines 2020 Social Media Hotels 372

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Here’s a look at Brand Passion for some of the major airlines. Detractors.

Social Media 49

Social Media Metrics Webinar Airlines 49

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. Passengers have given up.

Airlines 40

Airlines Feedback Hospitality Social Media 40

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Encourage customers to tag your brand on social media or use specific hashtags to connect with other customers and your brand’s larger community. Recently, many of the airlines that pioneered loyalty programs have disappointed loyal customers by changing the rules. And don’t be afraid to recognize the community at large.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Experience Investigators by 360Connext

APRIL 7, 2015

We booked our flight through US Airways , but all our flights were operated by American Airlines. It should be noted it was booked this way through the airline, meaning we weren’t cobbling together two flights. The AIRLINE changed both flight times in the months between booking and leaving. Thanks, AA! No complaints.

Airlines 307

Airlines Customer Experience Travel Books 307

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Internet Social Media: 72%. However, when it comes to industry, CSAT varies. . A new list of benchmarks is published each year by ACSI, with minor quarterly updates. . Below is the complete list of the newest CSAT benchmarks. Ambulatory Care: 77%. Apparel: 79%. Athletic Shoes: 79%. Banks: 81%. Breweries: 85%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

Experience Investigators by 360Connext

JANUARY 21, 2015

Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic. In the case of airlines, yes, they want to travel to a certain destination.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Myra Golden

FEBRUARY 16, 2018

You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media. In the first sentence of a letter, an airline said to customers, “We are sorry and embarrassed. Doing these things helps you write texts, chats, social media posts and emails that regain customer goodwill.

Social Media 61

Social Media Airlines Interaction Brands 61

Experience Investigators by 360Connext

NOVEMBER 22, 2022

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Don’t turn it into a sales pitch.

Airlines 143

Airlines 2020 Social Media Hotels 143

Comm100

SEPTEMBER 5, 2014

The advent of social media has had a huge impact on the customer service industry. Here are nine tips on how to offer the most effective customer service on social media. Here are nine tips on how to offer the most effective customer service on social media. Train Support Teams and Delegate Social Channels.

Social Media 45

Social Media Customer Service Webinar Customer Service Representative 45

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it. Lesson #1: Don’t put your policies first. Seriously, don’t.

Airlines 48

Airlines Customer Service Social Media Magazine 48

Brad Cleveland Blog

JULY 28, 2015

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. appeared first on Brad Cleveland.

Social Media 26

Social Media 2010 Airlines Interaction 26

Beyond Philosophy

DECEMBER 14, 2023

Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. The airline sees it as a loyalty program for frequent flyers. Customers talk about you on social media. I thought I was a loyal Delta customer.

Loyalty 89

Loyalty Rewards Programs Loyalty Programs Airlines 89

InMoment XI

SEPTEMBER 30, 2015

Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time. christravell

Airlines 249

Airlines Automotive Social Media Definition 249

Beyond Philosophy

DECEMBER 10, 2022

Going viral is the goal of any passionate social media poster. Looking at you, United Airlines.) In this episode, we explore how to get people to collaborate with you in your efforts to create viral content on social media and the essential elements of the content that encourage people to share it.

Social Media 68

Social Media Airlines Consulting Financial 68

Kustomer

OCTOBER 19, 2023

In today’s digital age, where countless individuals have access to the internet and social media platforms, any customer interaction, whether positive or negative, has the potential to become widely publicized. This can significantly impact a company’s reputation and influence the loyalty of their customer base.

Customer Service 59

Customer Service Airlines Exceptional Customer Service 2014 59

Beyond Philosophy

FEBRUARY 17, 2020

Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. Some brands have similar relationships with their customers, especially in social media. .

Social Media 166

Social Media Call Center 2016 Multi-Channel 166

Experience Investigators by 360Connext

DECEMBER 15, 2014

Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. Many organizations, especially airlines, admit how critical it is to keep this segment happy. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

TechSee

OCTOBER 15, 2019

Beyond the loss of their business, these customers present a threat as they could negatively influence others, especially in the era of social media. A recent survey revealed that 76% of customers who churned after experiencing poor service admitted sharing their disappointment with others.

Customer Retention 107

Customer Retention Social Media Airlines Insurance 107

Brandwatch CX

JANUARY 30, 2019

We use social media as an outlet to vent our frustrations. We use social media to research brands and get suggestions before we purchase products. We reach out to brands on social media, and expect them to respond to us. But which brands are truly making the most of social media? The winners.

Brands 81

Brands Customer Experience Social Media Airlines 81

Experience Investigators by 360Connext

MARCH 4, 2015

Industries that have long held customers because of lack of choices like airlines, cable and financial institutions are now beginning to pay the piper! Adam and I discussed how one particular airline, RyanAir , made a change swiftly when they saw the negative impact of a policy of treating customers poorly.

Customer Service 282

Customer Service Airlines 2014 Social Media 282

InMoment XI

JANUARY 2, 2013

As a frequent flyer, I am quite vociferous in my opinions about my experiences with airlines. As such, I am always keen to offer opinions, even when unsolicited via social media. Occasionally, I will receive a survey from an airline. View Article.

Social Media 200

Social Media Airlines Article 200

InMoment XI

JANUARY 2, 2013

As a frequent flyer, I am quite vociferous in my opinions about my experiences with airlines. As such, I am always keen to offer opinions, even when unsolicited via social media. Occasionally, I will receive a survey from an airline. View Article

Social Media 200

Social Media Airlines Article 200

InMoment XI

JANUARY 2, 2013

As a frequent flyer, I am quite vociferous in my opinions about my experiences with airlines. As such, I am always keen to offer opinions, even when unsolicited via social media. Occasionally, I will receive a survey from an airline. View Article

Social Media 200

Social Media Airlines Article 200