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.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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.

Airlines 248

Airlines Government Customer emotions Marketing 248

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. Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

JUNE 11, 2015

Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs. Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

AUGUST 13, 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.

Customer centricity 279

Customer centricity Airlines Enterprise Engineering 279

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Toister Performance Solutions

AUGUST 26, 2021

. #3 Use the partner technique when serving upset customers Empathizing with upset customers is a basic skill. A more advanced version is the partner technique, which helps customers feel like you are on their side. I learned this one from watching airline gate agents enforce carry-on bag size limits.

Customer Service 84

Customer Service Technical Support Customer emotions Airlines 84

Toister Performance Solutions

APRIL 15, 2021

Tending to emotional needs from Working with Upset Customers by Jeff Toister How to develop customer empathy skills Empathizing with someone else requires you to have had a similar or relatable experience so you can understand how they are feeling. Try to imagine why the customer felt that way. It's a great story.

Technical Support 119

Technical Support Airlines Customer emotions Customer Service 119

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.

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Airlines 400

Airlines Wait times Self service Enterprise 400

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years. That future isn’t as futuristic as it may sound right now as many merchants are gravitating away from cash. Buses in London don’t take cash. If you would like to follow Beyond Philosophy click here.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years. That future isn’t as futuristic as it may sound right now as many merchants are gravitating away from cash. Buses in London don’t take cash. If you would like to follow Beyond Philosophy click here.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

VocalCom

FEBRUARY 5, 2018

Customers today want to feel respected, understood, and excited when they interact with your company. According to a study of customer emotions conducted by Motista, customers who feel both satisfied and emotionally connected to a brand are 52% more valuable than those who are just highly satisfied.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

Beyond Philosophy

JULY 5, 2015

Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Toister Performance Solutions

JANUARY 7, 2021

. #3 Exceptionalisms create future service failures Granting an exceptionalism once can cause a customer to expect the same exception again in the future. Other customers might also adopt similar expectations. This is a challenge for airlines when enforcing carry-on baggage requirements. Give the customer options.

Customer Service 71

Customer Service Airlines Advertising Customer emotions 71

Tethr

NOVEMBER 13, 2020

Both faces are meant to tell the airline how their experience has been. As the airport or airline CX leader, you’ve probably just spent lots of money on a machine that tells you what customers are experiencing in a sort of caveman-speak: “Experience bad. That is the lowest form of experiential data,” says Matt Dixon, Ph.D.,

Analytics 63

Analytics Airlines Engineering Construction 63

C Space

SEPTEMBER 27, 2019

I said, “Richard, I’m United Airlines Global Service. Learn more about how we can help your customers emotionally connect with your brand. You’ve got a wonderful story about that that involves Sir Richard Branson. Richard and I were in Moscow, of all places, and he comes into the speaker room and asks me if I fly on Virgin. Learn More.

Brand ambassadors 40

Brand ambassadors Airlines Personalization Marketing 40

Beyond Philosophy

JUNE 4, 2015

They included CarMax, BMW, Costco, Harley-Davidson, IKEA, JetBlue, Johnson & Johnson, New Balance, Patagonia, Timberland, Trader Joe’s, UPS, Wegmans, and Southwest Airlines. Exemplars of branded customer experience also understand that there is a ‘journey’ for customers in relationships with preferred companies.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Eptica

NOVEMBER 12, 2019

In general, it tends to be biased towards brands that make people feel pleasant or “happy” Usually, this translates into high NPS scores for companies that are service-focused (such as Virgin Atlantic and Zappos) or service-related (like Southwest Airlines and Amazon). People can be contradictory and complex.

Metrics 74

Metrics Airlines Best practices Analytics 74

CSM Magazine

MAY 19, 2023

Implementing mobile apps and using guest data have allowed hotels to provide tailored experiences that increase customer satisfaction levels. Additionally, airlines have utilized advanced seat reservation systems, offering passengers personalized experiences, such as premium meal options and an entertainment system.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

Pointillist

MAY 23, 2018

Engage leaders throughout the organization, across silos, as key stakeholders and collaborators to identify the most important customer journey(s) to model. Use a journey map to demonstrate the impact of customer emotions on business performance. Handpicked Related Content: How to Build a Customer Journey Map that Works.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Pointillist

OCTOBER 22, 2018

Sentiment and intent can be particularly useful for a number of use cases, such as determining why customers churn. Airline X never responded to my complaint. Emotion AI. “By By 2022, your personal device will know more about your emotional state than your own family.” — Gartner. I love being ignored.”.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40