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. Digital On-Demand and Personalization. Certainly, masks are here to stay.

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

DECEMBER 10, 2022

Looking at you, United Airlines.) When you want a person to do something, you have probably heard that you should explain the benefits they will enjoy from doing so. Your content should have a benefit that appeals to the sharer and collaborator, and a benefit to whom the person shares it. That’s a nightmare.

Airlines 170

Airlines Consulting Consulting Surveys 170

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. In other words, you might have to fire someone who isn’t on board, particularly if that person is a high-profile, senior person.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Inbenta

JUNE 30, 2021

Chatbot examples in the travel & leisure industry. Gol Airlines. Chatbot examples in the utility industry. Chatbot examples in the retail industry. Chatbot examples in the manufacturing industry. Chatbot examples in the healthcare industry. Chatbot examples in the healthcare industry. TravelClub.

Chatbots 105

Chatbots Airlines Healthcare Self service 105

Beyond Philosophy

SEPTEMBER 23, 2021

For example, haircutting establishments have regular customers that return in varying intervals. Customers also want to talk to the right person, and they want to get to the right people quickly and without friction. . For example, if there is a flight delay, passengers want to know what happened. Everyone knows things go wrong.

Airlines 273

Airlines Feedback Self service Best practices 273

Beyond Philosophy

NOVEMBER 1, 2019

For example, when you drive your car home from work like you do every workday, sometimes you pull into the driveway and don’t remember driving there. For example, whenever I book a flight, the next thing I do is to contact the driver where I will land. He tells a story about forming a personal bad habit.

Airlines 350

Airlines Education Self service Consulting 350

CCNG

AUGUST 16, 2023

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. One of the best transaction surveys I’ve encountered is from Delta Airlines.

Surveys 195

Surveys CCNG Airlines Consulting 195

Beyond Philosophy

JUNE 9, 2022

For example, if you’re used to full-service checkout, anything different from that might bother you. For example, if I have a full cart of groceries at Publix, self-service would be a no-go because it would be a hassle. Another example of my preferring self-service over customer service is when booking flights.

Self service 221

Self service Airlines Chatbots Consulting 221

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. This is an example of the “next shiny thing” investment that is not strategic and will have a limited impact on the customer experience of that airline.

Customer Experience 356

Customer Experience Airlines Customer centricity Surveys 356

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. For example, switching banks isn’t easy. He didn’t like the way big airlines treated customers. It’s simple.

Airlines 248

Airlines Banking Consulting Consulting 248

Beyond Philosophy

JUNE 6, 2019

Facial recognition identifies you, the person. Facial expression analysis identifies how you, the person, feel, not who you are. For example, did you know the following? For example, not so long ago, people didn’t want to migrate to online banking. Eventually, she bought one. This process is normal for people.

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. For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out. Subscribe today right here.

Airlines 273

Airlines Metrics Accountability SaaS 273

Beyond Philosophy

FEBRUARY 17, 2020

For example, many years ago, he tweeted snarky comments about a recent Customer Experience he had with the airline JetBlue. In other words, conversations might start on a social media platform and lead to an email interaction, which then led to a voice or in-person interaction with a company.

Airlines 415

Airlines Call Center Consulting Consulting 415

Beyond Philosophy

APRIL 15, 2019

Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. In our global customer experience consultancy, we call this situation an inside-out approach or an environment focused on what is good for the company rather than what’s good for the customers.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Beyond Philosophy

JUNE 25, 2021

The question on everyone’s mind is how do you know if the person is telling the truth about their vaccinated status? For example, in the UK, loads of people are trying to get into the dentist, but can’t get an appointment because the National Health Service (NHS) is fully booked. Also, there are backlogs in health care.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

DECEMBER 15, 2022

For example, in the case of a bad economy, a journalist might want to write a story about something that can turn the economy around. It’s an example of Framing. It’s an example of Framing. For example, American Giant, a premium hoodie sweatshirts company, wanted a PR campaign but didn’t have any money.

Entertainment 195

Entertainment Airlines Advertising Technology 195

Beyond Philosophy

NOVEMBER 22, 2017

It’s really the same as building relationships in your personal life. Let’s take my marriage as an example. Outdoor retailer REI, for example, closes its stores on Black Friday, urging its customers to go do something outside instead. We find out where we disagree and what we are doing that is annoying to the other person.

Airlines 338

Airlines Consulting Consulting Advertising 338

Beyond Philosophy

AUGUST 1, 2018

I see it happen all too often as a global Customer Experience consultant. For example, I am leaving my mobile company in the U.K. An excellent example of this principle in action is how Target stores discovered that women’s habits change when they first learn they are pregnant. I had gone, and nobody cared.

Airlines 299

Airlines Sales Consulting Consulting 299

Beyond Philosophy

OCTOBER 18, 2019

For example, while you are driving, you are not thinking about the mechanics of driving home. However, it was terrible news to me because I missed out on a better flight option through a competitive airline. That’s only one example of how the Intuitive System influenced our decision. Take the driving example I shared before.

Airlines 225

Airlines Consulting Consulting Benchmark 225

Beyond Philosophy

AUGUST 31, 2023

For example, an airline’s waiting lounge plays the news. These last two examples seem outdated today since most people will probably pull out their phones while waiting. This example is a nice segue to the next area, which is… Area #3: Uncertain waits are longer than known waits. In short, you should distract them.

Wait times 221

Wait times Airlines Call Center Benchmark 221

REVE Chat Blog

DECEMBER 5, 2019

Some of the successful chatbot examples and case studies implemented by big brands show that customers are willing to interact with bots if done correctly. Real life chatbot examples to implement your bot strategy . Chatbot examples: Slush – Answer the common questions of your customers in real time .

Chatbots 70

Chatbots Real estate Healthcare Banking 70

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. Customers receive far deeper personalization that they were used before.

Customer Service 279

Customer Service Automotive Airlines Chatbots 279

Beyond Philosophy

JANUARY 15, 2021

For example, creating Scarcity online can motivate people to act more quickly. Their Lightning Deals are a perfect example. Having a limited time offer on a loss leader is an example. For example, airlines will often send a prompt that “only three more seats at this price! The Power of Scarcity.

Airlines 248

Airlines Government Customer emotions Marketing 248

Beyond Philosophy

JULY 10, 2017

These physical reactions can be from any number of stimuli, but some examples relevant to the retail experience would be frustration about the inability to find what he or she needs, or feeling deep desire to buy a product or anxiety about the buying decision. Airlines Are Using Spy Tech, Too. Is Spying Enough?

Airlines 313

Airlines Consulting Consulting Technology 313

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. An example cited in the article is Starbucks, which has created its program to reflect the uniqueness of its café experience. Michael Lowenstein, Ph.D.,

Airlines 210

Airlines Entertainment Consulting Consulting 210

Real Blue Sky

MAY 31, 2023

Plus, we’ll show you some inspiring examples of brands who have successfully used it! You’ll create more personalized and effective interactions by tailoring your marketing and communication strategies to match your customers’ needs and preferences. And the best part?

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

Beyond Philosophy

FEBRUARY 27, 2017

This is a great example of a company listening to its customers and giving them what they need and want out of a rewards program. 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. I like these changes. Start by engaging the employees.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

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. Airlines have been culprits for finding bad profits. Personally, I also find having to pay for Wi-Fi in a hotel is unacceptable in this day and age.

Airlines 150

Airlines Consulting Consulting Technology 150

Beyond Philosophy

JULY 5, 2015

Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press. . – Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Beyond Philosophy

DECEMBER 14, 2015

One of De Pree’s most memorable quotes, for example, is “The first responsibility of a leader is to define reality. Awareness – helping create open and personal self-awareness. The post The Power of Servant Leadership to Build and Sustain Stakeholder Value appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

Real Blue Sky

MAY 31, 2023

Plus, we’ll show you some inspiring examples of brands who have successfully used it! You’ll create more personalized and effective interactions by tailoring your marketing and communication strategies to match your customers’ needs and preferences. And the best part?

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

Real Blue Sky

MAY 31, 2023

Plus, we’ll show you some inspiring examples of brands who have successfully used it! You’ll create more personalized and effective interactions by tailoring your marketing and communication strategies to match your customers’ needs and preferences. And the best part?

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

Outsource Consultants

SEPTEMBER 14, 2021

Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. So if you have specific AI goals, you should definitely consult on your options with an expert contact center partner. I understand you’re having trouble with a payment.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Beyond Philosophy

AUGUST 13, 2015

One of De Pree’s most memorable quotes, for example, is “The first responsibility of a leader is to define reality. Awareness – helping create open and personal self-awareness. The last is to say ‘thank you’. In between, the leader is a servant.” Scott Peck. Empathy – accepting and recognizing stakeholders as people.

Customer centricity 279

Customer centricity Airlines Enterprise Education 279

PeopleMetrics

JUNE 4, 2019

For example, in the airline industry, customers with the highest CLV are frequent fliers. American Airlines serves so many customers each day that following up with every individual complaint about a rude flight attendant or a broken seat is impossible. Sean holds a Ph.D.

B2C 122

B2C B2B Real estate Airlines 122

Global Response

OCTOBER 2, 2023

For example: 60% of US consumers said they’d stop doing business with a company they saw as untrustworthy. A massive 97% of consumers consult online reviews before purchasing. Companies who have great customer service—think Zappos, Chewy, Southwest Airlines, and so on—tend to get great press online.

Call Center 62

Call Center Management Airlines outsourcing 62

Beyond Philosophy

MARCH 31, 2015

One industry consultant said that the new, high-tech branches are aimed at three customer personas: busy, gadget-centric millennials, Gen X soccer moms, and baby boomers who own small businesses. Or, like staying at a Ritz-Carlton, shopping at an Apple store, or flying Southwest Airlines.

Banking 310

Banking Airlines Self service Finance 310