Beyond Philosophy

OCTOBER 7, 2021

Airlines have this a bit, too. Many times, you fly an airline even when you don’t like them. In this case, consider Ryanair, the budget airline in Europe. If some other airline provided better service at the same price, people would flock to them. . It’s the same situation with airline loyalty programs.

Airlines 434

Airlines Banking Accountability Customer centricity 434

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 311

Airlines Management Transportation Consulting 311

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 361

Airlines Accountability Consulting Consulting 361

Beyond Philosophy

JULY 2, 2020

Delta is a large, successful airline that has been comfortable for some time now. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. The post Re-Imagining Your Customer Experience in a Time of Change appeared first on CX Consulting.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

AUGUST 11, 2022

The deficit happened because people were not flying as much during the pandemic, so the airlines laid off the pilots. Now, travel is back on, so airlines need pilots. So now, airlines have staffing shortages and cancellations. The post The World Is Going Crazy appeared first on CX Consulting. Subscribe today right here.

Airlines 365

Airlines Calibration Self service Consulting 365

Beyond Philosophy

MARCH 26, 2020

I’ve had two interesting emails from Southwest Airlines and Delta explaining what they were doing to respond to the crisis. Moreover, people still talk about the fact that Southwest Airlines were the only airline after 9/11 that let people change flights without any additional costs. Be transparent.

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Airlines Consulting Consulting Call Center 350

CCNG

JUNE 14, 2023

I quickly called the airline to see what could be done to rectify the situation. Still after 10 years, I remember that conversation with that agent, and go out of my way to use that airline. In my example, the airline empowered their agent to make a change. Worst yet, my husband was getting in 2 hours prior to my flight.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

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. appeared first on Customer Experience Consulting.

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Airlines Healthcare Government Self service 500

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.

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Customer emotions Airlines Consulting Consulting 401

Beyond Philosophy

OCTOBER 29, 2020

For example, we were working with an airline that wanted to improve their experience. ” In essence, this alone tells you everything you need to know about this airline. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Airlines 419

Airlines Customer centricity Call Center Quality management 419

PeopleMetrics

FEBRUARY 13, 2018

On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. American Airlines turned the Wi-Fi experience from one that was easy and enjoyable to one that is clunky and full of friction. Let me explain. Photo by Javier Cañada on Unsplash.

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Airlines Customer effort Accountability Consulting 66

Beyond Philosophy

DECEMBER 6, 2019

In our Global Customer Experience Consultancy, we were doing some work with an airline. This airline didn’t call customers passengers. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. They called them self-loading freight.

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

COPC

MAY 16, 2019

consultant, I spend a lot of time on the road and up in the air visiting clients all over the world. Aside from the enjoyment I get from experiencing new places and meeting new people, my extensive travels have given me an opportunity to get a firsthand view of what the customer experience is like for many different airlines.

Airlines 40

Airlines Consulting Consulting Customer Experience 40

Beyond Philosophy

AUGUST 14, 2017

As a customer experience consultant and frequent traveler, I’m glad to see airports making an effort to improve the passenger experience. But with high passenger volume, airline cost-cutting measures, carry-on baggage restrictions and ever-changing security and airline rules, flying can still be stressful and unpleasant.

Airlines 0

Airlines Consulting Consulting Customer Experience 0

Beyond Philosophy

NOVEMBER 8, 2019

Do you think the airline ticket will be the most expensive one if you buy it from Southwest Airlines? appeared first on Customer Experience Consulting. To demonstrate what we mean consider the following: Will an Apple product be the most affordable version on the market? Is Wal-Mart a high-end boutique?

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Airlines Consulting Consulting Customer Experience 282

Beyond Philosophy

SEPTEMBER 23, 2021

The flight attendant told me the airline was canceling the flight and wanted to let me know first because I had so many miles with the airline. Also, the airline had already booked me on another flight and wanted to allow me to get off the plane before they told anyone else. Subscribe today right here.

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Airlines Feedback Self service Best practices 274

Beyond Philosophy

DECEMBER 10, 2022

Looking at you, United Airlines.) The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. Here is the secret formula… appeared first on CX Consulting. That’s a nightmare. Follow Colin on LinkedIn and Twitter. Please tell us how we are doing!

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Airlines Consulting Consulting Surveys 171

Beyond Philosophy

APRIL 17, 2017

When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up like a Roman candle. Who would have thought you could be beaten up for insisting on your right to use an airline ticket you paid for? The treatment this man received was deplorable.

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Airlines Customer centricity Consulting Consulting 277

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. Should you rack up more frequent flyer miles on an airline you’ve used before, or should you buy a cheaper ticket on a different airline?

Airlines 345

Airlines Consulting Consulting Education 345

Stratifyd

MAY 14, 2019

The American Customer Satisfaction Index (ACSI) released its annual travel report and found that customer satisfaction in the airline industry has increased by 1.4%. So, are airlines actually motivated by commitment to customers, or are they just focusing on the pricing competition to get more business? If so, you’re one of few.

Airlines 40

Airlines Entertainment Surveys Upselling 40

ShepHyken

DECEMBER 4, 2020

Let’s take an airline that invests in a paid facial recognition fast track experience at the security checkpoint. If this airline has primarily leisure travelers (i.e. If this airline has primarily leisure travelers (i.e. Do it yourself, or engage with a customer experience consultant like us. Wrong Customer Experience.

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Customer Experience Airlines Customer centricity Surveys 346

Beyond Philosophy

NOVEMBER 1, 2019

The airlines were smart about interrupting automatic and repetitive behavior when they installed self-check-in kiosks. ” However, the airline had people “combing the queue.” As they walked passengers through the process, the airline employees said things like, “See? Isn’t that simple?

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Airlines Education Self service Consulting 350

CCNG

AUGUST 16, 2023

One of the best transaction surveys I’ve encountered is from Delta Airlines. Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization.

Surveys 195

Surveys CCNG Airlines Consulting 195

Beyond Philosophy

MAY 30, 2020

For example, before airlines, cruise ships crossed the Atlantic to the states, and there was a lot of competition to be the fastest crossing. Many organizations, especially those that use management consultants, are more comfortable doing what has always been done because it is easier to measure, quantify, and report results.

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Airlines Consulting Consulting Customer Experience 287

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience. How to Measure Customer Emotions.

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Customer Experience Airlines Banking Customer centricity 278

ShepHyken

APRIL 17, 2019

That brings us to a dinner I recently attended where I met Terry Rapoch, a consultant from Dayton, Ohio. He didn’t like the way big airlines treated customers. Customers may have built up tolerance in the form of an experiential callus to the way the airlines treated them. He called it an experiential callus.

Airlines 241

Airlines Banking Consulting Consulting 241

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. The second incident occurred on an American Airlines flight on its way to Europe. The airlines are not blameless in this either.

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Airlines Consulting Consulting Personalization 336

Beyond Philosophy

JANUARY 18, 2016

The flight attendant on Jetstar Airways, an Australian budget airline, asked the woman how many weeks she was gesturing at her midsection. Like many airlines, they have a policy that women after 28 weeks must turn over a doctor’s note that they are okay to fly. The airline later sent a flight voucher to apologize for the incident.

Airlines 274

Airlines Entertainment Banking Consulting 274

Beyond Philosophy

NOVEMBER 19, 2022

If organizations hadn’t moved us to these efficient and easy ways to simplify these tasks, we might still be making small talk with the airline employee or licking envelopes. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

Airlines 150

Airlines Self service Consulting Consulting 150

Beyond Philosophy

OCTOBER 18, 2019

However, it was terrible news to me because I missed out on a better flight option through a competitive airline. So, going back to my Delta example, which was an intuitive decision, I automatically go to Delta.com to buy airline tickets. With my Delta example, I buy airline tickets a lot. That isn’t true.

Airlines 225

Airlines Consulting Consulting Benchmark 225

Beyond Philosophy

JUNE 6, 2019

Airlines use it to help people check in for flights more efficiently, which is of great value to many passengers. To be fair, the airlines are improving their experience with customers by using facial recognition technology. We feel more comfortable with technology if we get value out of it. Reducing the Creepiness Factor.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out. The airline has no cost except the administrative effort, but they’ll charge anyway. appeared first on CX Consulting.

Airlines 274

Airlines Metrics Accountability SaaS 274

Beyond Philosophy

JUNE 11, 2021

In my global Customer Experience consultancy, I have refused to work with some organizations. I skipped their project because I didn’t feel like they were serious, and, in my experience, if an organization isn’t serious about their Customer Experience program, then it won’t be successful. So, How Do You Fire Customers?

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Airlines Accountability Banking Telecommunications 249

Beyond Philosophy

AUGUST 9, 2019

Since I don’t fill out the survey every time, they have a skewed view of how I feel about their airline. If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization’s marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

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Airlines Surveys Consulting Consulting 263

ShepHyken

NOVEMBER 26, 2018

Boston Consulting group confirms that the numbers haven’t changed much; $7 to keep an existing customer versus $34 to acquire a new one. Marketoonist) Singapore Airlines has long been a pioneer in customer experience, not just in airlines, but the hospitality industry in general. They tell others.

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Customer Service Airlines Employee engagement Morale 200

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. Try it, it works!

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

Beyond Philosophy

JUNE 9, 2022

Airline employees were combing the queue to convince us to try it. My point is that they knew we passengers needed some help making the transition, and the airline invested in resources to train us. appeared first on CX Consulting. Then, self-service terminals emerged right next to the check-in line. Subscribe today right here.

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Self service Airlines Chatbots Consulting 222