Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. So, their reactions put in place are also temporary.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. Simply put, they created an emotional connection with me.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Beyond Philosophy

JANUARY 2, 2018

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. For those of us who have experienced lost, delayed or mishandled luggage events, we expect that the airline involved will deliver it by courier as soon as it arrives at the airport.

Airlines 278

Airlines Customer advocacy Consulting Consulting 278

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.

Customer Experience 348

Customer Experience Airlines Customer centricity Surveys 348

TELUS International

APRIL 5, 2021

Here's what airlines are doing to keep travelers safe while streamlining the customer experience (CX). Air travel has changed significantly due to COVID-19.

Airlines 105

Airlines Customer Experience Best practices 105

Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Among airlines, working in a supportive, trusting, fun, responsive and energetic culture isn’t confined to staff at Virgin.

Airlines 218

Airlines Consulting Consulting Enterprise 218

ShepHyken

OCTOBER 31, 2023

But if the company leaders know how much they can give away without losing money and incorporate it into a competitive price, they may have a value proposition that gets and keeps customers. Southwest Airlines is the perfect example of this. It markets the heck out of Two Bags Fly Free®. Connect with Shep on LinkedIn.

Airlines 332

Airlines Marketing Customer Service Customer Experience 332

Netomi

DECEMBER 7, 2022

I’ve never flown with Frontier Airlines, but I know people who have. Passengers are directed to the airline’s app to help resolve the requests and issues, yet the app is not working on your phone. As the world barrels towards digital-first, Frontier Airlines announced its decision to drop its customer service line.

Airlines 52

Airlines Customer Service Chatbots Multichannel 52

SharpenCX

JANUARY 15, 2020

Today marks our inaugural brand crush post , where we shell out all the details of companies changing the game in customer experience. They’re the ones who hold leading spots on top satisfaction lists and who have a following of raving customer advocates. First up: Alaska Airlines. But she never made it there.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Inbenta

MAY 14, 2021

GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. Until then, WhatsApp was only used as a pilot channel, used by customers to ask questions to human agents, without any bot involved.

Airlines 99

Airlines Chatbots Call Center Management 99

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. To summarize, laziness should never enter the customer experience.

Customer Service 229

Customer Service Airlines Customer Experience Management 229

CX Accelerator

NOVEMBER 7, 2023

It’s at that point I realized that I never received an email from the airline after booking my flight. Surely customer support could help me sort this out. I sent the airline a direct message on X (formerly Twitter) and within an hour they were able to resend to an alternate email address. 5) put profits before purpose.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

CustomerGauge

MAY 17, 2017

Now that the dust has settled, and pictures of Dr.David Dao’s half naked body are no longer making the rounds on my social feed, I think it’s time we talk logically about the elephant in the room: Customer experience within the airline industry has come under hot water over the last few months, through a combination of […].

Airlines 72

Airlines Customer Experience 72

ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. But, in the airline business, two minutes is a big deal. Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better.

Airlines 209

Airlines Journey mapping Morale Customer Service 209

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you choose to fly with this airline over the others? .

Airlines 314

Airlines Self service Customer Service Customer Experience 314

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. However, this issue isn’t the only one facing society coming out of the pandemic.

Customer Experience 384

Customer Experience Airlines Consulting Consulting 384

Vistio

JANUARY 9, 2023

We just witnessed the Southwest Airlines holiday meltdown of 2022. Due to winter storms, 60% of Southwest’s December flights were canceled, leaving over one million customers were affected. Additionally, antiquated technology made it hard to mobilize pilots and staff along other flight routes.

Airlines 52

Airlines Technology Management Best practices 52

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Andrew Mcfarland

SEPTEMBER 3, 2020

A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. Under the category of “much ado about nothing” United decided that their approach to customers was far from appealing. Truth be told, it’s never been imprisoned.)

Airlines 62

Airlines Customer Experience 62

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Is Customer Empowerment the New Customer Engagement? by Chitra Iyer (CMSWire) Employee empowerment, especially frontline customer service staff, has been a key element of customer experience (CX) for years.

Customer Service 192

Customer Service Airlines Self service Customer Experience 192

Kristina Evey

MARCH 14, 2018

It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. She worked for the airline. She would never insist something be done contrary to airline rules and policies. She was trained.

Airlines 73

Airlines Customer Experience Personalization Customer Service 73

Merchants

SEPTEMBER 3, 2019

Merchants expert in Aviation, Devendra Govender highlights how technology and big data analytics are shaping the airline industry to create better customer experiences. The post How Tech improves the airline customers’ experience? appeared first on Business Process Outsourcing Services | Merchants.

Airlines 40

Airlines Customer Experience Business Process Outsourcing Big data 40

Beyond Philosophy

JULY 30, 2015

Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. For MY convenience…I think not!

Customer Experience 398

Customer Experience Airlines Morale Management 398

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives. Would you consider that a great customer experience?

Customer Experience 234

Customer Experience Airlines Average Handle Time Contact Center 234

Beyond Philosophy

OCTOBER 7, 2021

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. If some other airline provided better service at the same price, people would flock to them. . It’s the same situation with airline loyalty programs.

Airlines 434

Airlines Banking Accountability Customer centricity 434

Fonolo

MAY 8, 2019

This blog series explores two separate experiences related to the airline industry. In Round I, we looked at our CEO’s experience with Air Canada. This week, Fonolo’s Digital Marketing Manager describes his interaction with United Airline’s pre-flight customer service.

Airlines 57

Airlines Customer Service Abandon Call Advertising 57

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. Yes to low fares with nothing to hide.

Airlines 392

Airlines Advertising Customer Experience Customer Service 392

ShepHyken

SEPTEMBER 11, 2023

To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints. By identifying which episodes create promoters (satisfied customers) or detractors (unsatisfied customers), companies can focus on improving specific aspects of the customer experience.

Automotive 316

Automotive Airlines Benchmark Service level 316

CSM Magazine

APRIL 3, 2018

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Southwest has earned the highest score for airlines every year since the Ratings began in 2011, with the exception of 2015 when JetBlue came in first. Alaska Airlines: 74%.

Airlines 40

Airlines Customer Experience Wireless Transportation 40

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk. My Comment: Full disclosure: I do most of my flying on American Airlines.

Airlines 247

Airlines Customer Service Automotive Customer Experience 247

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers. by GISuser.

Airlines 385

Airlines Customer Service Advertising Customer Experience 385

Bill Quiseng

APRIL 25, 2021

We can learn from the processes we took during this pandemic to establish the same steps to reassess and create our customer experience in what is the new normal. While improving customer experience is not literally life and death, without offering a good experience we stand the chance to lose the customer forever.

Customer Experience 190

Customer Experience Airlines Feedback Marketing 190

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 361

Airlines Accountability Consulting Consulting 361

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. He announced to the passengers exactly what had happened and what the airline would do about it, which was to get everyone and their bags off the plane and onto a different plane. It also falls under leadership and management.

Airlines 224

Airlines Customer Service Customer Experience Management 224

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Customer Experience 121

Customer Experience Airlines Banking Customer centricity 121

The Northridge Group

NOVEMBER 30, 2021

A compassionate workforce is a more engaged workforce and that positively impacts the customer experience. In addition to heeding the voice of the customer and understanding the customer experience, management must pay attention to what their customer service workforce is experiencing.

Customer Experience 141

Customer Experience Airlines Coaching Finance 141

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. Shep Hyken. Booking an appointment—say, a plane ticket—used to be so easy.

Customer Experience 229

Customer Experience Airlines Chatbots Personalization 229