Beyond Philosophy

NOVEMBER 8, 2019

To demonstrate what we mean consider the following: Will an Apple product be the most affordable version on the market? 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. Is Wal-Mart a high-end boutique?

Airlines 282

Airlines Consulting Consulting Customer Experience 282

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

Beyond Philosophy

OCTOBER 29, 2020

I was talking to a chief marketing officer (CMO) of a multinational company the other day who wants to change the organization (and believe me, I know this organization; he’s right). For example, we were working with an airline that wanted to improve their experience. This cycle happened many times before she gave up.

Airlines 419

Airlines Customer centricity Call Center Quality management 419

Beyond Philosophy

DECEMBER 6, 2019

However, once the market reached its saturation point, the companies realized they were losing customers pretty fast (called churn). In our Global Customer Experience Consultancy, we were doing some work with an airline. This airline didn’t call customers passengers. Are you too focused on sales revenue?

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

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. These marketers were also posed the following questions, which I will also weigh in on: Q: What should a firm focus on: Customer Experience or Branding?

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Customer Experience Airlines Banking Customer centricity 278

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

NOVEMBER 1, 2019

People in Customer Experience discipline and marketing should understand customers’ habits. 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.” Isn’t that simple?

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Airlines Education Self service Consulting 350

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

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. As a result, his stock portfolio tripled the market over the last decade. Want to know more about how to do the same?

Airlines 274

Airlines Metrics Accountability SaaS 274

Beyond Philosophy

AUGUST 9, 2019

With 11 books on marketing and Customer Experience, he had much to add to our discussion about the best way to handle Customer Experience measurement. <!–more–> –more–> There are two types data marketers can user for measurement: Voice of Customer (VOC) data , which involves an interaction with customers.

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Airlines Surveys Consulting Consulting 263

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. For example, many years ago, he tweeted snarky comments about a recent Customer Experience he had with the airline JetBlue. Many times, these interactions surprised Messina.

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Airlines Call Center Consulting Consulting 417

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. Moreover, you can improve the impact and perhaps most importantly the ROI of your marketing content.

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Airlines Banking Technology Customer emotions 354

Beyond Philosophy

FEBRUARY 5, 2015

They market, and create experiences, within the branded vision. Southwest Airlines could offer first-class seating, but they don’t. Every aspect of a company’s offering – customer service, advertising, packaging, billing, products, etc. – are all thought out for consistency.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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.

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Airlines Consulting Consulting Benchmark 225

Beyond Philosophy

JUNE 25, 2021

As a comparison, it would be like if all the big-market NFL teams played only each other every week in addition to the regular NFL season where they also played the small-market teams. Unfortunately, this stance upset the proponents of the new laws, who also fly with and work for the airline. They protested in the streets.

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Customer Experience Airlines Consulting Consulting 384

ShepHyken

NOVEMBER 26, 2018

The Wise Marketer) Companies are realizing the importance of focusing on their repeat customers and designing special loyalty rewards program exclusively for this category of customers. Boston Consulting group confirms that the numbers haven’t changed much; $7 to keep an existing customer versus $34 to acquire a new one.

Customer Service 204

Customer Service Airlines Employee engagement Morale 204

Beyond Philosophy

MARCH 21, 2016

However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. The job market conditions are changing. The hiring market is shifting to favor the candidate instead of the employer for the first time in almost a decade. What do we mean by positive social media presence?

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

Beyond Philosophy

AUGUST 1, 2018

I see it happen all too often as a global Customer Experience consultant. Target’s data was very accurate, so much so that Duhigg shares a famous story where Target’s marketing team discovered a 16-year-old girl was pregnant before her father did. Customers leave, and companies have no idea how it happened.

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Airlines Sales Consulting Consulting 300

Beyond Philosophy

MAY 3, 2018

Both of the mergers will reduce the competition in each of the business sectors so the two merging companies can share costs and pool their resources to accomplish their goals of overtaking a market leader. As a global Customer Experience consultant hearing this news, I worry, too. How big is too big to care about Customer Experience?

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Wireless Consulting Consulting Airlines 285

Beyond Philosophy

MAY 21, 2020

However, the airline was on to me, and they disrupted by habitual behavior. You don’t even notice the other toothpaste, rendering all that marketing the other brands engaged in useless. In marketing, the first-mover advantage is being the original entrant to a market segment. So, being British and polite, I tried it.

Airlines 300

Airlines Consulting Consulting Government 300

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.

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Customer Service Airlines Best practices Consulting 288

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. And, companies with higher loyalty program spend had lower margins than companies in the same sector which do not spend on high visibility loyalty programs.

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Airlines Entertainment Consulting Consulting 211

Beyond Philosophy

JULY 10, 2017

Using technology to read emotional responses is also finding application in market research. Market researchers hope that using this kind of technology will replace focus groups and shopper interviews that can be time consuming and ineffectual. Airlines Are Using Spy Tech, Too. Case Study: Enhance Your CX With This Technology.

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Airlines Consulting Consulting Technology 314

Real Blue Sky

MAY 31, 2023

You’ll create more personalized and effective interactions by tailoring your marketing and communication strategies to match your customers’ needs and preferences. By discovering unmet customer needs or untapped market segments, you can create exciting new products and services your customers will love. Let’s talk!

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Journey mapping Airlines Customer Experience Customer centricity 96

Outsource Consultants

JANUARY 3, 2024

At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. Both our client and BPO success teams focused consultations on how to improve work environments for agents, and, ultimately, the customers they served.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Beyond Philosophy

NOVEMBER 15, 2019

On the other hand, Southwest Airlines has a low Price Image. For example, a story ran in The Denver Post several years ago about the opening of another market, Trader Joe’s, which has a low Price Image. That’s also true of Customer Experience actions and marketing actions, too. Beyond Philosophy can help.

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Construction Consulting Consulting Airlines 301

Beyond Philosophy

JANUARY 15, 2021

For example, airlines will often send a prompt that “only three more seats at this price!” The airline determines what to charge for each seat; they could have all the seats left on the plane at that price if they wanted to (and they were available). You can even create Scarcity where there is none easily online.

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Airlines Government Customer emotions Marketing 249

Outsource Consultants

JUNE 26, 2018

Contact centers will “onboard” customers and tailor the customer experience specifically for each person using marketing and AI tools. 3 Ways Contact Centers Assist with Market Research. Market research is an option to obtain insights, but many brands don’t have the time or staff to dedicate to it. We can help!

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Contact Center Marketing outsourcing Advertising 52

Beyond Philosophy

AUGUST 31, 2023

For example, an airline’s waiting lounge plays the news. We can help improve your Customer Experience and Marketing and gain growth. Beyond Philosophy has been recognized by the Financial Times as the leading management consultancy for four years. In short, you should distract them. Click here.

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Wait times Airlines Call Center Benchmark 222

Beyond Philosophy

DECEMBER 15, 2022

He negotiated with the airline for nine months but to no avail. The problem for marketers is that we now live in an environment with almost unlimited content to share. The post appeared first on CX Consulting. So, he wrote a song about his experience. Relationship maintenance is a goal. It is a need that people have.

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Entertainment Airlines Advertising Technology 195

Beyond Philosophy

OCTOBER 8, 2014

Also, our clients Barclaycard have been in this market for years with Barclays Pingit App. By spinning off into their own entity, they can become a more prestigious brand in a new dynamic market. Alos, Shulman was instrumental in American Express’ strategy to bring to market new digital payment services. Airlines don’t either.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas.

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Marketing Customer Experience Chief Customer Officer Calibration 67

Beyond Philosophy

JUNE 11, 2015

Over the years, retailers have found these programs to be powerful business tools within their highly competitive markets. Lower-than-competition everyday prices has been Walmart’s merchandising and marketing mantra since its inception. And, none of this has helped the airline industry’s image and reputation. In the U.S.,

Airlines 274

Airlines Customer centricity Multichannel Sales 274

ShepHyken

OCTOBER 19, 2018

Of course, these kinds of functionalities typically rest with marketing, yet they very much impact the overall customer experience. For [customer support and marketing] employees, the main benefit is operational efficiency. Cameron Halcomb • Customer Experience Consultant, Emarsys • @cam_hassler • LinkedIn.

Customer Service 277

Customer Service Automotive Chatbots Airlines 277

Beyond Philosophy

NOVEMBER 26, 2015

Their CEO claims the Airbnb business is a segment of the market and nothing more. Airlines have been culprits for finding bad profits. Good examples of bad profits are the extra charges airlines for checking a bag, getting assigned seating, or for the “privilege” of changing your flight. But not Hilton.

Airlines 150

Airlines Consulting Consulting Technology 150

Beyond Philosophy

JULY 5, 2016

Accueil can be seen in transactions and relationships with companies like Southwest Airlines, Trader Joe’s, and USAA. With the dramatic increases in digital transactions, distanced relationships, and marketing automation, this has become an increasing challenge. However, this is also where the concepts of accueil can be observed.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

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. Sean holds a Ph.D.

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B2C B2B Real estate Airlines 122