Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Among airlines, working in a supportive, trusting, fun, responsive and energetic culture isn’t confined to staff at Virgin.

Airlines 218

Airlines Consulting Consulting Enterprise 218

CSM Magazine

APRIL 3, 2018

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Southwest has earned the highest score for airlines every year since the Ratings began in 2011, with the exception of 2015 when JetBlue came in first.

Airlines 40

Airlines Customer Experience Wireless Transportation 40

The Petrova Experience

JANUARY 11, 2023

The collapse of the Southwest passenger experience this holiday season is an unlikely jumping off point for a conversation on how to own customer experience transformation. Now, Wall Street analysts will be much more open to talk about investing in passenger experience. Do not count Southwest out.

Airlines 59

Airlines Customer Experience Technology Finance 59

CSM Magazine

JUNE 8, 2023

Excellent customer service is critical to the long-term success of any business. Companies boost their reputation and brand image and build loyalty by treating customers right. That gives companies with stellar customer service a serious competitive advantage. Some places simply do it better than others. And for good reason.

Customer Service 52

Customer Service Airlines Customer retention Feedback 52

Fonolo

DECEMBER 11, 2019

As we noted last year, Twitter has inreasingly become a go-to customer service platform for those wishing to air out their frustrating customer service experiences. Tellingly, this year’s list indicates that brands are still leaving their customers hanging by forcing them to wait on hold. Keep up the good work!

Airlines 67

Airlines Telecommunications Wait times Banking 67

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. And for good reason. Bills are wrong.

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

CSM Magazine

APRIL 26, 2018

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. Airline customer satisfaction declines.

Airlines 40

Airlines Surveys Customer Service Customer Experience 40