Airlines Consulting Customer centricity Technology 
ShepHyken
DECEMBER 4, 2020
Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. Wrong Technology. When we refer to investing in the wrong technology, we are talking about technology solutions that are too expensive, have low adoption, and fail to deliver ROI.
Micah Solomon
NOVEMBER 15, 2015
As a corporate culture consultant and as a speaker, I hear clients frequently voicing this concern. Consider for a minute Southwest Airlines and the lengthy list of would-be category killers that have tried to imitate it: United Airlines’ United Shuttle. Continental Airlines’ Continental Lite. Delta’s Delta Express.
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Beyond Philosophy
JULY 5, 2016
There are a number of ways in which taking a humanistic approach to everything customer-related works for all stakeholders, and directly influences and impacts their behavior. Create a customer-centric human culture and set of processes. Create human connections between employee ambassadors and customers.
Beyond Philosophy
JUNE 11, 2015
If you have someone paying one price and another customer with a coupon paying a different price, the perception of the brand is becoming fractured. Be pragmatic in terms of technology and analytics. Simply put, all customers are not equal in value; and marketing strategies which treat them so often create lower revenue.
Beyond Philosophy
JUNE 1, 2015
These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. Loyalty is built into the program by integrating payments and mobile technology, which appeals to its target audience. Michael Lowenstein, Ph.D., Use the Data.
Micah Solomon
NOVEMBER 2, 2015
Clients frequently voice the same concern to me, in my work as a corporate culture consultant and as a speaker: “People tell me my employees act differently when there aren’t any managers watching over them.”. United Airlines’ United Shuttle. Continental Airlines’ Continental Lite. This concern is absolutely on the money.
Mindtouch
MAY 6, 2016
From investing, to board governance, to enterprise consultation, Ben Kepes , Director of Diversity Limited , knows exactly what technology based tools exist to help companies digitally transform while keeping the Customer Experience at the forefront of their growth model. I do a lot of consulting with vendors.
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