Airlines Blog Customer emotions Personalization 
Beyond Philosophy
OCTOBER 22, 2015
A study published in the journal PLOS Biology out of Dartmouth reveals a way to predict human emotions based on the subject’s brain activity. The Dartmouth team found an accurate activation pattern of negative emotions that estimates how negative a person will feel when they look at upsetting photos.
Beyond Philosophy
MARCH 5, 2015
There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. I know that!
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Beyond Philosophy
JULY 13, 2016
What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. How to Measure Customer Emotions.
Beyond Philosophy
FEBRUARY 5, 2015
These might include customer service speed, occasional price promotions, merchandising gimmicks, new product offerings, and the like. In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement.
Beyond Philosophy
JUNE 6, 2019
Facial recognition identifies you, the person. Facial expression analysis identifies how you, the person, feel, not who you are. Airlines use it to help people check in for flights more efficiently, which is of great value to many passengers. WHY CUSTOMER MEMORIES ARE MORE IMPORTANT TO YOUR CX.
Beyond Philosophy
JANUARY 15, 2021
For example, airlines will often send a prompt that “only three more seats at this price!” The airline determines what to charge for each seat; they could have all the seats left on the plane at that price if they wanted to (and they were available). You can even create Scarcity where there is none easily online.
Beyond Philosophy
JULY 5, 2015
Recognizing the information needs of their customers, they invest in altruistic content creation (over advertising); and they communicate proactively and in as personalized a manner as possible. Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles.
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