CSM Magazine

JANUARY 27, 2025

Offering Loyalty and Incentive Programs Why do people keep going back to their favorite coffee shop, hotel, or airline? This steady stream of communication means theyll rely on youmaking their lives just a bit easier. Simpleloyalty programs.

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

TeleDirect

MARCH 15, 2025

These centers provide support for a wide range of industries, including: Healthcare and medical services E-commerce and retail Financial services and banking Technology and IT support Travel, hospitality, and airlines Insurance and legal services Benefits of Choosing a US-Based Call Center 1.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

ShepHyken

MAY 26, 2025

For example, 84% of customers would pay for a better airline experience. (The findings align with my customer service and CX research.) There are specific examples of what customers are willing to pay more for. And age makes a difference. The younger generation is willing to pay more than the older generation.

Customer Service 200

Customer Service Airlines Surveys Marketing 200

CSM Magazine

FEBRUARY 5, 2025

Airline Industry: Transparency and Communication in Service Failures Flight delays and cancellations are among the most challenging customer service failures, and airlines often find themselves under scrutiny when disruptions occur.

Airlines 52

Airlines Customer Service Metrics Benchmark 52

Inbenta

OCTOBER 30, 2024

Semantic clustering helps your site locate and piece together similar unanswered queries, creating a complete picture that lets you fill knowledge gaps efficiently.     Use case: “When do the gates close?” For instance, let’s say you’re an airline that receives an array of unanswered queries about when your boarding gates close.

Airlines 52

Airlines Technology Customer Experience Customer Service 52

The Petrova Experience

JUNE 19, 2025

Nor is it in raising bag fees as we are seeing American Airlines and JetBlue Airways do. We know how complex it is to create a real sense of place , to communicate brand identity, and to refine an experience that is unique to your airport, your terminal, your airline. It’s not in bringing back baggage fees as Southwest recently did.

Transportation 40

Transportation Airlines Revenue potential Banking 40

The Petrova Experience

DECEMBER 17, 2024

It increases their loyalty to your airport brand and their airline. Additionally, the technological capability personalizes and empowers the travel experience by ensuring passengers can track their luggage in real-time, through intuitive mobile applications with proactive notifications. Airports can streamline the luggage handling processes.

Transportation 75

Transportation Best practices Construction Wait times 75

CSM Magazine

FEBRUARY 5, 2025

Example : An airline customer requesting reimbursement for a canceled flight speaks with a human agent after the chatbot collects all necessary information, such as flight details and refund eligibility.

Contact Center 52

Contact Center Chatbots Airlines Analytics 52

Quiq

APRIL 9, 2025

Let’s take another example, this time in the airline industry, and illustrate a multi-hop chain: Customer: “I need to change my flight to next Tuesday and add a checked bag.” Baggage Agent: Calculates the baggage fees based on the airline’s policies.

Airlines 52

Airlines APIs Government Analytics 52

Brad Cleveland Blog

APRIL 24, 2025

Herb Kelleher, founder of Southwest Airlines, would often wander through airports talking with customers. Building an Effective VoC Strategy Effective listening requires capturing feedback in all its forms both structured (e.g., data from interactions, surveys, focus groups) and unstructured (e.g.,

Airlines 29

Airlines Feedback B2B Surveys 29

Customer Think

JUNE 9, 2025

Last week I had the pleasure of seeing United Airlines CEO Scott Kirby at the WSJ Future of Everything Festival. And to hear from him about the just-announced United JetBlue partnership that will bring United back to JFK in 2027. First, and most importantly, don’t call it a merger. Kirby was clear to point this […]

Airlines 45

Airlines Customer Experience 45

Call Center Pros

SEPTEMBER 27, 2022

Also, thanks to the development of online shops, you can also entrust the booking of your hotel rooms or your airline tickets for business trips or even private. Similarly, with a limited ceiling account, he can even make purchases for you.

outsourcing 52

outsourcing Airlines Technical Support Accountability 52

Interaction Metrics

MARCH 27, 2025

Airlines and hotels use this strategy all the time. Tiered Rewards: Customers earn status as they make more purchases. As their status increases, they unlock increasingly valuable perks. These incentivize them to stay loyal.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

CSM Magazine

OCTOBER 21, 2024

People love unlocking levels, whether they’re collecting airline miles or free coffee. The best ones build relationships over time, offering perks that feel tailored – like birthday surprises or discounts on frequently bought items. Gamification can work wonders here too. And a little mystery goes a long way, i.e., ‘Congratulations!

Customer Experience 52

Customer Experience Gamification Airlines Scripts 52

ShepHyken

SEPTEMBER 8, 2017

Read Shep’s latest Forbes Article: How AI Can Help The Airlines (And Any Businesses) Heal Their ‘Black Eye’ Save. Belle Balace is growth specialist at Visme.co , a powerful online presentation, infographic, and data visualization tool. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Airlines 423

Airlines Advertising Big data Marketing 423

ShepHyken

JUNE 2, 2025

The CX Premium: What Customers Really Value (and When They’ll Pay for It) by Greg Kihlstrom (CMSWire) Airlines, apps and investment firms see the biggest CX returns. The article points out that the biggest risk of using AI is when they lose the emotional connection due to chatbots and other AI-fueled solutions replacing humans.

Customer Service 180

Customer Service Chatbots Airlines Personalization 180

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. Created and practiced exclusively by Southwest Airlines.

Airlines 420

Airlines Advertising Customer Experience Customer Service 420

BlueOcean

APRIL 1, 2025

One airline was on the hook for tens of thousands of dollars because of what their chatbot had erroneously said to customers. Without proper guardrails, generative AI will create answers for any questioneven when there’s only one correct response or when no valid answer exists. The consequences can be severe.

Customer Support 62

Customer Support Self service Airlines Chatbots 62

AWS Machine Learning

MAY 15, 2025

Its modular environments include Lighthouse for CPG demand and supply chains, GroundCentric247 for airline and airport operations, and LimoConnect247 and FleetConnect247 for passenger transport. Vxceed delivers SaaS solutions across industries such as consumer packaged goods (CPG), transportation, and logistics.

Transportation 72

Transportation Government APIs SaaS 72

ShepHyken

APRIL 21, 2025

Case Studies from Verizon, ING & United Airlines by Rebecca Sentance (Econsultancy) From improved customer satisfaction to an uplift in sales, we examine three companies who have successfully applied GenAI in customer service alongside the takeaways from their usage. What Are the Results from GenAI in Customer Service?

Customer Service 180

Customer Service Airlines Customer emotions Sales 180

Beyond Philosophy

SEPTEMBER 20, 2017

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. The reason for the cancellations, according to the airline, is a shift in the vacation policy for pilots. PR Nightmare!

Airlines 384

Airlines Consulting Consulting Customer Experience 384

ShepHyken

MARCH 3, 2021

I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage. My memory of the few times my luggage was lost by the airlines includes waiting until I’m the last guy standing at the baggage carousel. Even the airline might not know where it is. None of us in that office are happy to be there.

Airlines 391

Airlines Customer Service Personalization Management 391

Beyond Philosophy

JUNE 19, 2017

I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings. The checked baggage fees. The snacks we don’t get anymore.

Airlines 324

Airlines Consulting Consulting Customer Experience 324

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. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Southwest Airlines is a great Customer-centric airline with excellent employee engagement.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

ShepHyken

FEBRUARY 1, 2017

Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. And it may not be a computer glitch, but a weather problem that causes airline delays. The post United Airlines Computer Outage Is Customer Service Crisis Case Study appeared first on Shep Hyken.

Airlines 252

Airlines Customer Service Accountability Customer Care 252

ShepHyken

JULY 1, 2022

Since the global pandemic hugely impacted the airline sector, the metaverse has become increasingly important. With thousands of potential routes and fares at their fingertips, airlines have to ask themselves how they can provide relevant information to individual customers.

Airlines 200

Airlines Upselling Customer Experience Chatbots 200

ShepHyken

AUGUST 18, 2021

If I had to book a flight on an airline, why would I choose one over another? Most airlines, at least the major carriers, are close in price and offer similar frequent flier programs, so let’s take those out of the decision process. That leaves airline schedules, seat availability, etc. So, what is the tiebreaker?

Personalization 435

Personalization Airlines Customer Experience Surveys 435

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

Beyond Philosophy

MARCH 31, 2020

I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc. So airlines might even stream live to passengers how the plane is being cleaned … who knows. Complaints dropped drastically overnight. Certainly, masks are here to stay.

Airlines 499

Airlines Healthcare Self service Government 499

Beyond Philosophy

JUNE 15, 2018

Airlines Run Mental Accounting Too Often in the Red. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. Airlines’ pricing often irritates and disappoints customers. These surcharges feel annoying, a far cry from the happy and pleased emotions airlines should be seeking.

Airlines 360

Airlines Accountability Consulting Consulting 360

Beyond Philosophy

OCTOBER 22, 2015

Let’s say there is a weather delay during the holiday season and you work at the airline that now has to inform passengers they aren’t going to make it to their destination. Maybe it’s a referral to another airline or car rental agency. Maybe it’s a drink ticket for the local bar.

Customer emotions 401

Customer emotions Airlines Consulting Consulting 401

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you choose to fly with this airline over the others? .

Airlines 331

Airlines Self service Customer Service Customer Experience 331

Beyond Philosophy

AUGUST 20, 2015

A great example of this is the airlines. I had my airport habits well set by the time the airlines introduced self-check in. So the airlines intervened. Making an Intervention to Habitual Behavior. I fly a lot and have for several years. So because self-check in wasn’t part of my habit, I skipped it.

Airlines 417

Airlines Marketing Customer Experience Management 417

Beyond Philosophy

MARCH 23, 2018

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. They looked at the flying times for comparable flights between the same cities on the same airlines and at the same time of year. Airlines are Managing Customer Expectations.

Airlines 310

Airlines Management Transportation Consulting 310

ShepHyken

OCTOBER 3, 2016

Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. One thing stands out.

Airlines 312

Airlines Customer Service Customer retention Education 312

ShepHyken

AUGUST 3, 2022

The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Have a recording that directs the customers with lost luggage to call the airline they used. . So, what’s the solution?

Airlines 349

Airlines Customer Support Customer Service 349

ShepHyken

OCTOBER 31, 2023

But if the company leaders know how much they can give away without losing money and incorporate it into a competitive price, they may have a value proposition that gets and keeps customers. Southwest Airlines is the perfect example of this. It markets the heck out of Two Bags Fly Free®.

Airlines 357

Airlines Marketing Customer Service Customer Experience 357