CSM Magazine

DECEMBER 13, 2023

The significance of efficient customer service strategies cannot be overstated. Such strategies are crucial as they guide a business on how to consistently deliver exceptional service, leading to customer retention, increased sales, and a strong, reputable brand image.

Customer Service 52

Customer Service Self service Airlines Chatbots 52

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. This should be a good enough reason why customer retention is something your business takes very seriously.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

CSM Magazine

JUNE 21, 2018

A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. The airline went bankrupt and eventually was merged with a larger competitor. Second, it’s people that make or break a customer experience transformation, rather than technology.

Customer Experience 40

Customer Experience Airlines Big data Technology 40

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Netomi

JANUARY 5, 2022

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. Dennis Wakabayashi.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98