SharpenCX

JANUARY 15, 2020

What about the examples of good customer service and the success stories of leaders and employees who ban together to deliver outstanding experiences? First up: Alaska Airlines. Alaska Airlines has been steadily climbing on the ACSI Index since 2015. There’s a lot to love about Alaska Airlines.

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Airlines Customer Experience Customer Service Coaching 90

Beyond Philosophy

OCTOBER 5, 2023

For example, England does something that might be helpful here. For example, I took my grandkid to the movies and bought the tickets online. The canonical example would be like a razor and blade model, where you pay one upfront fee for the razor handle, and then you pay an ongoing fee for each blade you buy that goes into it.

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Airlines Consulting Consulting Education 379

Fonolo

NOVEMBER 29, 2023

In this blog post, we’ll take a look at the elements of active listening and give specific examples of how contact center agents can use active listening skills to provide exceptional customer service in the contact center. The post Active Listening for Contact Center Agents: 5 Examples first appeared on Fonolo. Let’s go!

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Contact Center Airlines Self service Healthcare 87

Inbenta

JULY 29, 2021

8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. These situations call for superior airline customer service. Achieving top-notch airline support with chatbots. Airline chatbot examples. Let’s face it.

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Airlines Chatbots Upselling Self service 88

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.

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Airlines Consulting Consulting Enterprise 218

ShepHyken

AUGUST 18, 2021

Here’s an example. If I had to book a flight on an airline, why would I choose one over another? Most airlines, at least the major carriers, are close in price and offer similar frequent flier programs, so let’s take those out of the decision process. That leaves airline schedules, seat availability, etc.

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Personalization Airlines Customer Experience Surveys 431

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. Imagine this.

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Airlines Customer Service Chatbots Multichannel 52

ShepHyken

FEBRUARY 13, 2024

While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The examples of Ford versus Ferrari and the Ritz-Carlton versus Comfort Inn illustrate a fundamental truth about customer experience: It transcends the boundaries of price and product category.

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Customer Experience Transportation Airlines Customer Service 341

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. 10 inspirational customer experience examples Excellent customer experience examples aren’t all just flashy one-off stories.

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Customer Experience Airlines Banking Customer centricity 121

ShepHyken

AUGUST 17, 2022

Carlzon was president of Scandinavian Airlines, and he used this concept to turn a sub-par airline into one of the most admired airlines in the industry. He had plenty of examples of how various interactions passengers had with the airline’s employees created an experience that made them want to return and do business again.

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Airlines Advertising Customer Service Management 325

Beyond Philosophy

OCTOBER 7, 2021

For example, you could take advantage of your partner, let them do more of the work, have them do favors for you, and so on. For example, how much work do people have to put in to be a customer? Airlines have this a bit, too. Many times, you fly an airline even when you don’t like them.

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Airlines Banking Accountability Customer centricity 432

Steve DiGioia

APRIL 17, 2017

lets highlight some great examples of service This original article was written by Steve DiGioia. To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? Continue reading….

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Airlines Accountability Marketing Management 133

Netomi

SEPTEMBER 3, 2022

Here are 4 of our favorite examples of companies doing just this. 4 Examples of Travel Companies Taking Steps to Enhance the Travel CX. This summer, the airline also announced that it would be getting rid of expiration dates on flight credits issued to passengers, becoming the first major US airline to establish such a policy.

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Airlines Transportation Multichannel Government 98

Fonolo

MAY 8, 2019

This blog series explores two separate experiences related to the airline industry. This week, Fonolo’s Digital Marketing Manager describes his interaction with United Airline’s pre-flight customer service. According to onholdwith.com , airlines are the second worst offenders when it comes to hold times.

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Airlines Customer Service Abandon Call Advertising 57

Steve DiGioia

APRIL 17, 2017

lets highlight some great examples of service This original article was written by Steve DiGioia. To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? Continue reading….

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Airlines Accountability Marketing Management 113

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.

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Chatbots Airlines Healthcare Self service 105

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. Created and practiced exclusively by Southwest Airlines.

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Airlines Advertising Customer Experience Customer Service 389

Nicereply

JULY 31, 2023

That’s why we’ve pulled together this list of essential customer satisfaction survey question examples that you can easily copy or adapt based on your goals. The respondents rate how much effort it takes to solve an issue or do a task (for example, from 1–5 or 1–10). Notice the straightforward questions from the example above.

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Surveys Feedback Customer Support Wireless 98

Beyond Philosophy

JUNE 15, 2018

For example, if some of you reading this are saving for a particular purchase but also carrying debt on a credit card, you are participating in the form of Mental Accounting. Airlines Run Mental Accounting Too Often in the Red. This T-Mobile ad is an excellent example of how mental accounting and other costs can affect your customers.

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Airlines Accountability Consulting Consulting 360

JustCall

APRIL 6, 2023

This article will examine 9 outstanding omnichannel commerce examples from leading brands, showcasing how they have optimized customer experience and driven business growth. In contrast to omnichannel, single channel retailer examples focus on one marketing channel to engage customers. Here are a few omnichannel marketing examples: 1.

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Banking Customer retention Multichannel Marketing 52

Beyond Philosophy

AUGUST 11, 2022

For example, Justin C. The deficit happened because people were not flying as much during the pandemic, so the airlines laid off the pilots. Now, travel is back on, so airlines need pilots. So now, airlines have staffing shortages and cancellations. For example, many of the problems in the UK have to do with Brexit.

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Airlines Calibration Self service Consulting 365

ShepHyken

MARCH 10, 2024

Amazon comes to mind as a rockstar example of what it’s like to give customers control over their experience. Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times. And you don’t have to be Amazon or in the retail world to empower customers.

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Customer Service Airlines Self service Customer Experience 190

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. The response he received after complaining was even more disappointing.

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Airlines Healthcare Government Self service 499

Beyond Philosophy

DECEMBER 28, 2023

For example, I asked him about the short-term implications of AI, meaning in the next one to five years. For example, the AI may determine that the product ordered is now delayed a day by shipping. Suppose you are at an airport, the airline cancels your flight, and you sit in a call center queue.

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Airlines Self service Call Center Personalization 221

CCNG

JUNE 14, 2023

I quickly called the airline to see what could be done to rectify the situation. Still after 10 years, I remember that conversation with that agent, and go out of my way to use that airline. In my example above, the agent immediately identified my sense of urgency. Simply put, they created an emotional connection with me.

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Customer Experience Airlines CCNG Chief Customer Officer 195

Beyond Philosophy

MARCH 23, 2018

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. They looked at the flying times for comparable flights between the same cities on the same airlines and at the same time of year. Airlines are Managing Customer Expectations.

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Airlines Management Transportation Consulting 310

Beyond Philosophy

SEPTEMBER 23, 2021

For example, haircutting establishments have regular customers that return in varying intervals. For example, when taking people through the training with these six steps, one company that often surfaces in the discussion for step 4 is Amazon. For example, if there is a flight delay, passengers want to know what happened.

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Airlines Feedback Self service Best practices 273

Enghouse Interactive

JULY 29, 2020

Delivering this consistently means trusting and empowering your people, as this second case study from Alaska Airlines shows. #2: 2: A Case Study to #MakeMomProud: Alaska Airlines Decided that Employees Can Make It Right. Everyone at Alaska Airlines is held accountable, given permission, and trusted to help a customer in need.

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Airlines Chief Customer Officer Accountability Personalization 40

Beyond Philosophy

JULY 2, 2020

Delta is a large, successful airline that has been comfortable for some time now. For example, the time to change customer habits is when there’s been some form of significant change in the usual for the customer, like the birth of a child, being on vacation, or some other type of change catalyst. ” Dallasnews.com.

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Customer Experience Airlines Journey mapping Consulting 488

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. This is not good.

Airlines 40

Airlines Feedback Technology Customer Experience 40

Nicereply

JULY 31, 2023

That’s why we’ve pulled together this list of essential customer satisfaction survey question examples that you can easily copy or adapt based on your goals. The respondents rate how much effort it takes to solve an issue or do a task (for example, from 1–5 or 1–10). What users tell you outside of a closed scale might surprise you!

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Surveys Feedback Customer effort Customer Support 52

Uniphore

OCTOBER 7, 2021

To do just that, one of the best ways is to learn from the examples of the best in the business. Superior Customer Service Examples: 10 Companies That Are Crushing It Harnessing customer service best practices enables companies to go the extra mile to delight their customers.

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Customer Service Airlines Best practices Feedback 45

Fonolo

APRIL 30, 2019

However, one clear downside is a lack of competition in the airline industry (that, and the proximity to polar bears). By all counts, Air Canada is an award-winning airline , a brand built on the notion of customer service. Obviously, airlines are often at the mercy of forces beyond their control. This is where our story begins.

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Airlines Customer Service Call Center Wait times 57

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. These examples are why good habits are so much harder to form.

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Airlines Education Self service Consulting 350

ShepHyken

MARCH 26, 2018

Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines. I love the examples the author shares with each idea, especially the Sam Walton example in tip number one. .

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Airlines Customer Service Customer Care Best practices 215

ShepHyken

MARCH 6, 2019

I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. I called the airline back and, once again, they were happy to accommodate my request. In our airline example, what would have happened if the agent asked herself, “What’s the opposite of being switched to a later flight?”

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Airlines Coaching Customer Service Customer Experience 277

Beyond Philosophy

DECEMBER 14, 2023

Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. For example, Delta recently changed its rewards program. The airline sees it as a loyalty program for frequent flyers.

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Airlines Metrics Management Technology 221