Beyond Philosophy
OCTOBER 22, 2015
In business, there are times in a Customer Experience when things don’t go well, and it is not your fault. 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 drink ticket for the local bar.
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. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway.
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Beyond Philosophy
JULY 2, 2020
Delta is a large, successful airline that has been comfortable for some time now. Moreover, the organizations that reimagine their Customer Experience are managing customer emotions and providing opportunities for new customer behavior that builds excellent memories that bring them back for more. 22 April 2020.
Beyond Philosophy
OCTOBER 29, 2020
I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. 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.
Beyond Philosophy
JULY 13, 2016
What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. How to Measure Customer Emotions.
Beyond Philosophy
FEBRUARY 5, 2015
Southwest Airlines could offer first-class seating, but they don’t. Every function delivering experience is ‘closed-loop’, maintaining balance between customer expectations and what is actually executed. They market, and create experiences, within the branded vision. Starbucks might make more money selling Pepsi, but they don’t.
Beyond Philosophy
JUNE 27, 2019
Facial recognition is already being used in customer applications. For example, on a recent Delta Airlines flight, I boarded the plane based on facial recognition instead of a boarding pass. You can assess how your customers are feeling today, and then make changes to the experience and repeat the assessment.
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