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Why Every Company Needs Its Own Nordstrom Tire Story           

ShepHyken

She took it upon herself to book an airline ticket and personally delivered the laptop to the guest. As crazy as this may sound, the housekeeper was not reprimanded but instead was applauded for her efforts. One day a housekeeper found a guest’s computer. The guest had already checked out and flown from California to Hawaii.

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The Gift of Customer Feedback by Isabelle Zdatny

ShepHyken

“Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy.

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Building Better Loyalty Programs Through Great Customer Experience with Aleksander Kaczmarek

ShepHyken

.” About: Aleksander Kaczmarek is the VP of Loyalty Partnerships at CarTrawler , a B2B tech business that partners with the world’s largest brands, including American Airlines and Uber, to provide car rental & mobility solutions for customers.

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Top Three Airlines for Customer Satisfaction in 2025

CSM Magazine

Power 2025 North American Airline Satisfaction Study reveals that passenger satisfaction has climbed to new heights, with overall scores up by six points from last year. Leading the pack in delighting passengers are JetBlue , Delta Air Lines , and Southwest Airlines. However, a dark cloud looms on the horizon.

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Top 5 Customer Service & CX Articles for Week of October 21, 2024

ShepHyken

The author uses three rockstar brands, Amazon, Southwest Airlines, and L’Oréal, to help us understand customer-centricity. According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t.

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Top 3 Trends Shaping Customer Service in 2025

TeleDirect

Example: Airlines like Delta use predictive analytics to notify passengers of flight delays and offer rebooking options proactively, turning potential frustrations into positive experiences. Automate Notifications: Inform customers of updates, offers, or solutions before they reach out.

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Top 5 Ways Digital Engagement Drives Customer Loyalty Across Industries

Zappix

For instance, an airline can use SMS to notify passengers about gate changes or delays, ensuring they feel valued and informed throughout their journey. Proactive Communication and Notifications Keeping customers informed is key to maintaining their trust and loyalty.