Beyond Philosophy

OCTOBER 7, 2021

Unless you are a terrible person or you have horrible friends and family, my guess is you would say no. 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. Do you take their customers for granted?

Airlines 432

Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

FEBRUARY 5, 2015

These might include customer service speed, occasional price promotions, merchandising gimmicks, new product offerings, and the like. In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

JUNE 15, 2018

It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. Airlines Run Mental Accounting Too Often in the Red. Money order?

Airlines 360

Airlines Accountability Consulting Consulting 360

Beyond Philosophy

DECEMBER 10, 2022

Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint. Looking at you, United Airlines.) The trick is actually doing it—and for the right reasons, not a customer service failure. That’s a nightmare. Check it out here.

Airlines 170

Airlines Consulting Consulting Surveys 170

Beyond Philosophy

OCTOBER 22, 2015

This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Over 50% of any Customer Experience behavior is driven by emotions. In business, there are times in a Customer Experience when things don’t go well, and it is not your fault. Let me explain.

Customer emotions 401

Customer emotions Airlines Consulting Consulting 401

Beyond Philosophy

MARCH 31, 2020

It is in instances of trouble, problems and even more so – crisis, that the true nature and customer-centricity of organizations (and politicians) is shown. 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.

Airlines 499

Airlines Healthcare Government Self service 499

CCNG

AUGUST 16, 2023

Seeking the voice of the customer is an admirable objective. The voice of the customer is frequently identified as a requirement in establishing your customer experience strategy, improving processes, introducing new products, identifying the need for new services, and staying in tune with the ongoing changes in your marketplace.

Surveys 195

Surveys CCNG Airlines Consulting 195

Beyond Philosophy

SEPTEMBER 23, 2021

On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today. His new book, I’ll Be Back: How to Get Customers to Come Back Again and Again , has some fantastic ideas on building customer loyalty. . 6 Steps for Creating an I’ll-Be-Back Experience.

Airlines 273

Airlines Feedback Self service Best practices 273

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

Beyond Philosophy

NOVEMBER 1, 2019

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast.

Airlines 350

Airlines Education Self service Consulting 350

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.

Airlines 335

Airlines Consulting Consulting Personalization 335

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. Facial recognition identifies you, the person. Get Used to It.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

NOVEMBER 22, 2017

It’s really the same as building relationships in your personal life. Here are six principles that you can apply to your relationships with customers. The company loses sales on that day, but it communicates a shared set of values with its outdoorsy customer base. These are not the kinds of relationships I want to be a part of!

Airlines 338

Airlines Consulting Consulting Advertising 338

Beyond Philosophy

APRIL 15, 2019

Essential Considerations for Your Customer Service Culture. Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Suttle says one of the things they say is arbitrary customer service gets you arbitrary results. Communicate.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

ShepHyken

APRIL 17, 2019

The more a person plays, the thicker the calluses get, which immunizes people against blisters and pain. 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. He said they were taking the mickey out on the customer.

Airlines 246

Airlines Banking Consulting Consulting 246

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Many times, these interactions surprised Messina.

Airlines 415

Airlines Call Center Consulting Consulting 415

Beyond Philosophy

JUNE 9, 2022

These examples bring me to the most critical question every organization should ask: is the move to self-service going to make customers’ lives easier? Improvements to the Customer Experience are secondary to saving the company money. Airline employees were combing the queue to convince us to try it.

Self service 221

Self service Airlines Chatbots Consulting 221

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out.

Airlines 273

Airlines Metrics Accountability SaaS 273

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. And the best part?

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. So, how is AI changing customer experience?

Customer Service 278

Customer Service Automotive Airlines Chatbots 278

Beyond Philosophy

JULY 10, 2017

brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience. Airlines Are Using Spy Tech, Too. Throughout Europe and the U.S., Is Spying Enough?

Airlines 313

Airlines Consulting Consulting Technology 313

Beyond Philosophy

FEBRUARY 27, 2017

I’ve also qualified for airline elite status after a busy travel year, and then watched the perks squandered when I didn’t fly as much in the next one. But rewards programs alone – no matter how good – aren’t going to create customer loyalty. So how does Hilton or any other company create true customer loyalty?

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

Beyond Philosophy

AUGUST 1, 2018

With my imminent departure on the horizon, I wondered how do organizations avoid customer defection? It turns out that customers usually indicate they are going to leave, and you can see it in their habits. I see it happen all too often as a global Customer Experience consultant. I had gone, and nobody cared.

Airlines 299

Airlines Sales Consulting Consulting 299

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. Now my automatic purchases here are the result of many years of trust and consistently excellent experiences with Apple and Delta. With my Delta example, I buy airline tickets a lot. That isn’t true.

Airlines 225

Airlines Consulting Consulting Benchmark 225

Beyond Philosophy

MARCH 21, 2016

Inspired by your company’s mission, they feel personal satisfaction from going above and beyond what’s expected of them to achieve it. They elevate the experience for all employees, which can translate into a positive social media presence for your employee experience. What do we mean by positive social media presence?

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. Trying to go for a whole new experience at one time is tough to convince any person of, especially a customer that likes the status quo well enough.

Airlines 296

Airlines Consulting Consulting Metrics 296

ijgolding

JULY 14, 2017

“Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. The difference between a user story like the one above, and meeting a customer’s overall goal. The person who answered was fantastic. But what does it mean? Scenario 1.

Journey mapping 109

Journey mapping Customer Experience Banking Airlines 109

Customer Guru

APRIL 10, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

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. The example cited is Starwood Hotels and Resorts where, through its Starwood Preferred Guest (SPG) program, there is a focus on personal leisure travel rewards for high-spending frequent guests.

Airlines 210

Airlines Entertainment Consulting Consulting 210

The Petrova Experience

APRIL 22, 2021

To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank that with no app-based self service. Think Customer, Think Transformation.

Customer Experience 59

Customer Experience Banking Self service Entertainment 59

Beyond Philosophy

AUGUST 31, 2023

The idea behind this first area is if you have customers waiting for 15 minutes, how can you make it not feel like 15 minutes? For example, an airline’s waiting lounge plays the news. Maybe it’s a serious diagnosis; perhaps it’s a massive bill the person just received and wasn’t expecting. Click here.

Wait times 221

Wait times Airlines Call Center Benchmark 221

Fonolo

OCTOBER 8, 2020

When your customer service is unhelpful, you know you have a problem. I just want to redeem my airline credit. on hold with t-mobile and they keep reminding me that t-mobile customers are the happiest customers and i’m about to spit fire. United Airlines. Delta Airlines. Who would do this to a person??

Airlines 141

Airlines Banking Accountability Contact Center 141

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. And the best part?

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. And the best part?

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

Beyond Philosophy

DECEMBER 14, 2015

That’s almost Zen-like in its simplicity, accuracy, and application, and they have inspired such well-known CEO’s as Jack Welch, Jan Carlzon (Scandinavian Airlines), Horst Schulze (Ritz-Carlton Hotels), and Herb Kelleher (Southwest Airlines) in their thinking and management styles. Are the followers reaching their potential?

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

Beyond Philosophy

NOVEMBER 26, 2015

Plus, the personal nature of the host and the unique accommodation is appealing to many people over the more business-like and relatively sterile design of a hotel room. Bad profits are when a provider of a good or service looks for ways to generate more profit from their Customers by finding new ways to charge more.

Airlines 150

Airlines Consulting Consulting Technology 150