Andrew Mcfarland

SEPTEMBER 21, 2022

Marketing and sales activities also fall under this strategy. Even a budget airline may develop a customer lounge to attract new customers. Business development strategies must be implemented in conjunction with marketing and sales efforts. A good sales process will lead to a successful sales organization.

Sales 48

Sales Telecommunications Airlines Government 48

Beyond Philosophy

AUGUST 1, 2018

I see it happen all too often as a global Customer Experience consultant. Over time, we opened an office in Florida and switched to a more convenient airline, Delta. We all know that business travelers with such a high status are the most profitable for airlines. Some examples of indicators: Have their sales decreased?

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Airlines Sales Consulting Consulting 300

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out. The airline has no cost except the administrative effort, but they’ll charge anyway. appeared first on CX Consulting.

Airlines 274

Airlines Metrics Accountability SaaS 274

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. A book that would convey my belief ‘SALES HEAPS BUT SERVICE REAPS’ … but in a fun way. Try it, it works!

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. One retailer has combined its loyalty program with a 5% point of sale discount, building volume from its highest value customers.

Airlines 211

Airlines Entertainment Consulting Consulting 211

Beyond Philosophy

JUNE 9, 2022

Does that mean that we want to have small talk with a sales clerk? Airline employees were combing the queue to convince us to try it. My point is that they knew we passengers needed some help making the transition, and the airline invested in resources to train us. appeared first on CX Consulting.

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Self service Airlines Chatbots Consulting 222

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

NOVEMBER 22, 2017

The company loses sales on that day, but it communicates a shared set of values with its outdoorsy customer base. But one of the core beliefs in our customer experience consultancy is that you must have a deep understanding of your customers. Unbelievable: Latest Airline Fiasco! Disagreements. Lorraine and I rarely argue.

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Airlines Consulting Consulting Advertising 339

Real Blue Sky

MAY 31, 2023

Gather data: Collect customer feedback, look at customer interaction data, and get insights from sales teams or customer service reps. These changes resulted in increased customer satisfaction and higher sales for the company. Schedule a consultation on us. Need help with your customer journey map? Let’s talk!

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Journey mapping Airlines Customer Experience Customer centricity 96

Beyond Philosophy

JULY 10, 2017

One French bookseller reported a 10% increase in sales after using the technology. Airlines Are Using Spy Tech, Too. In our global Customer Experience consultancy, we suggest attending to the Emotional Signature®, which measures the level of their emotional engagement customers have with you. It works, too.

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Airlines Consulting Consulting Technology 314

Outsource Consultants

SEPTEMBER 14, 2021

But why would anyone worry about potentially high sales volume? 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. We can help you too — contact us today for a risk-free, no-cost consultation.

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Contact Center Interactive Voice Response Morale Abandon rate 125

Beyond Philosophy

JUNE 11, 2015

What Publix does, instead of loyalty cards, is try different alternative approaches to build sales. Some retailers do more than emphasize the sales and service fundamentals. This has enabled Trader Joe’s to generate sales per square foot that are double the sales per square foot of Whole Foods.

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Airlines Customer centricity Multichannel Sales 274

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. The sales force becomes a key touchpoint in the customer experience for B2B.

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B2C B2B Real estate Airlines 122

Global Response

OCTOBER 2, 2023

Your online reputation can cross many channels, and managing this reputation can improve how customers see your brand and increase customer trust, loyalty, retention and sales. A massive 97% of consumers consult online reviews before purchasing. Brand reputation, especially online, plays a significant role in all of these areas.

Call Center 62

Call Center Management Airlines outsourcing 62

Real Blue Sky

MAY 31, 2023

Gather data: Collect customer feedback, look at customer interaction data, and get insights from sales teams or customer service reps. These changes resulted in increased customer satisfaction and higher sales for the company. Schedule a consultation on us. Need help with your customer journey map? Let’s talk!

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

Real Blue Sky

MAY 31, 2023

Gather data: Collect customer feedback, look at customer interaction data, and get insights from sales teams or customer service reps. These changes resulted in increased customer satisfaction and higher sales for the company. Schedule a consultation on us. Need help with your customer journey map? Let’s talk!

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

ShepHyken

OCTOBER 19, 2018

Travel agencies and airlines can learn your preferred times of year to take vacations and favorite destinations to help you schedule your trips in the future. Cameron Halcomb • Customer Experience Consultant, Emarsys • @cam_hassler • LinkedIn. AI helps connect people with the right representatives and/or content.

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Customer Service Automotive Chatbots Airlines 277

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. Branches allow for direct contact with individuals and businesses important for the sales of financial services.

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Banking Airlines Self service Finance 311

Skybridge

APRIL 6, 2020

Many customers who call the hotlines of airlines, retailers and financial-services firms, among others, encounter hours long wait times, hearing recorded messages saying help is currently unavailable. Javon Johnson, a professor at the University of Nevada, Las Vegas, recently drove to the airport to speak to a United Airlines Holdings Inc.’s

Airlines 76

Airlines Wait times Call Center Banking 76

Inbenta

JUNE 30, 2021

Gol Airlines. Gol Airlines. As one of the major Airlines in South America and Brazil, Gol Airlines was struggling to keep up with responses for all customer support requests. Some of the great features: It is connected with the Airlines systems. Contents: Introduction. TravelClub. Benefit Cosmetics.

Chatbots 105

Chatbots Airlines Healthcare Self service 105

Up Your Service

MAY 3, 2017

For airlines, hotels, resorts and other companies in the travel and hospitality industry, this presents new challenges in terms of managing their reputation. Personalization and memorization deal with the fact that airlines or hotel brands should already know something about who I am and what I like.”.

Airlines 74

Airlines Scripts Call Center Transportation 74

C Space

MAY 4, 2020

Billionaire investor Warren Buffett says his company Berkshire Hathaway has sold all of its shares in the four largest US airlines. Mr. Buffett said he had been wrong to invest in the airline industry. The firm began investing in the four airlines in 2016, after avoiding the aviation industry for years.

Airlines 52

Airlines Advertising Sales Marketing 52

Skybridge

MARCH 30, 2020

Many customers who call the hotlines of airlines, retailers and financial-services firms, among others, encounter hours long wait times, hearing recorded messages saying help is currently unavailable. Javon Johnson, a professor at the University of Nevada, Las Vegas, recently drove to the airport to speak to a United Airlines Holdings Inc.’s

Call Center 59

Call Center Airlines Customer Service Wait times 59

Micah Solomon

OCTOBER 25, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. This can happen because of mis-designed sales incentives with their emphasis on bringing in new customers rather than tending to the old.

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Consulting Consulting Airlines Advertising 56

Beyond Philosophy

OCTOBER 5, 2023

Our sales tax is called the VAT, which stands for Value Added Tax. Ryanair, a European discount airline service, has made a whole airline out of this concept. Airlines started charging for checked bags around 15 years ago in the US. The exception is Southwest Airlines.

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Airlines Consulting Consulting Education 380

GetFeedback

JANUARY 12, 2020

Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Some call it a “ cattle call.”

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Journey mapping Airlines Feedback Customer Experience 88

C Space

SEPTEMBER 2, 2020

The company said that grocery delivery continues to be one of its fastest-growing businesses and that online grocery sales tripled year-over-year for the second quarter of 2020. “We’re LVMH ’s China sales last quarter rose 65% from a year ago while overall group revenue dropped 38%. It’s never been more important,” it said.

Airlines 40

Airlines Sales Consulting Consulting 40

CX Journey

AUGUST 16, 2017

In the past, I've referenced Jon Picoult's research at Watermark Consulting, where he's compared the market performance of CX Leaders and CX Laggards (based on Forrester's Customer Experience Index). If you make a sale, you can make a living. Always the same (great) story, regardless. The returns are real. And they are proven.

Customer Experience 56

Customer Experience Airlines Benchmark Consulting 56

Clarabridge

APRIL 4, 2017

According to the Temkin Group website, “Temkin Group CX Vendor Excellence Awards recognize any type of vendor (software company, research firm, consultant, etc.) A retailer of baby gear increased their sales over amazon.com by 75% year over year. Last week, Clarabridge won a Temkin Group CX Vendor Excellence Award for the third time.

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Airlines Feedback Consulting Consulting 66

Connecting the Dots

JUNE 30, 2021

Southwest Airlines has a booklet of funny ideas and actions that have worked for other staff. Work with Sales and Marketing to assure that the offering is truly a good value. The post First of its kind – CCMC’s 2021 Customer Delight Study Top Takeaways appeared first on Customer Care Measurement & Consulting (CCMC).

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Airlines Scripts Surveys Consulting 62

ShepHyken

AUGUST 26, 2016

I regularly consult with companies, associations and organizations that claim they give their employees power to make decisions but in reality pull the plug when they have an issue with decisions made. Read Shep’s latest Forbes Article: Recent Airline Service Debacles Remind Us: Communication Is Key. .

Customer Service 0

Customer Service Airlines Government Consulting 0

C Space

JULY 2, 2020

United Airlines has announced that it would add nearly 25,000 flights in August, tripling the size of its schedule and flying roughly 40% of its fleet capacity when compared to August of 2019. American Airlines has announced the addition of nearly 1,300 new daily flights in July, up to nearly 3,500 flights from 2,100.

Airlines 52

Airlines Advertising Automotive Multichannel 52

Netomi

DECEMBER 23, 2021

Metrics are important to track for all aspects of a business, from sales, marketing and financial performance, to overall customer service. During the COVID-19 pandemic, for instance, airline WestJet saw a 45X spike in new users and customer requests, with a slew of questions regarding cancellations and flying restrictions.

Chatbots 52

Chatbots Metrics Airlines Consulting 52

CSM Magazine

AUGUST 22, 2019

The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

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Customer Service Airlines Chief Customer Officer Customer Care 40

JustCall

DECEMBER 22, 2022

Loyal customers ensure the continuity of your sales. Global research and consulting firm Gartner Group has also released a customer loyalty statistic that states that 80% of your company’s future revenue will come from just 20% of your existing customers. What are the strategies to increase customer loyalty?

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Multichannel CRM Feedback Airlines 52

C Space

JUNE 17, 2020

“Given that most people have been staying at home during lockdown, and our shops were temporarily closed, Covid has had a severe impact on sales in line with declining footfall.” The chain has appointed retail property consultants to renegotiate its rents, as it struggles to right itself after the pandemic. “We

Airlines 52

Airlines Biotechnology Government Sales 52

C Space

MAY 6, 2020

While we have adapted to selling our residences through a virtual sales experience, we recognize that it is also important to incentivize our buyers with this program,” Extell’s founder and chairman, Gary Barnett, said in a statement Thursday. Sales might have increased even further, however, if Ocado had been able to scale up more quickly.

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Government Consulting Consulting Entertainment 52