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. It has already generated interest from other airlines, including international ones. WhatsApp chatbot and check-in. Contactless new services.

Airlines 99

Airlines Chatbots Call Center Management 99

Aspect

DECEMBER 10, 2019

Ann is the manager of Workforce Systems for Southwest Airlines. These apps include Workforce Optimization, Workforce Management, UCC, UAD and SIP. When asked how her employer supports her being a part of the ASUGA community, Ann said Southwest Airlines is big about becoming partners with their vendors.

Airlines 118

Airlines Best practices Feedback Contact Center 118

Cyara

OCTOBER 17, 2023

Complaint management or the effective handling of customer complaints within an organization – is always a topic of strong interest and debate. If you search online for "customer complaints," you will inevitably come across numerous stories from every industry, including banks, airlines, telecom providers, and fast food companies.

Feedback 76

Feedback Management Airlines Banking 76

Vistio

JANUARY 9, 2023

We just witnessed the Southwest Airlines holiday meltdown of 2022. The debacle that ensued can be attributed primarily to Southwest’s Direct Route Model as opposed to the Hub and Spoke Model that most of the other airlines use. Additionally, antiquated technology made it hard to mobilize pilots and staff along other flight routes.

Airlines 52

Airlines Technology Management Best practices 52

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. When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation. Back To Blog Home

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

Beyond Philosophy

OCTOBER 7, 2021

The management at Wells Fargo put so much pressure on their team to get their customers to sign up for additional services at the bank that the attitude became “do whatever you have to” to get that new product or service signup. Airlines have this a bit, too. In this case, consider Ryanair, the budget airline in Europe.

Airlines 434

Airlines Banking Accountability Customer centricity 434

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.

Airlines 57

Airlines Customer Service Abandon Call Advertising 57

ShepHyken

JANUARY 10, 2024

It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. Because it’s a different airline, it takes an extra couple of steps, and she didn’t want to do it.” Yes, the second agent took great care of me. And is it her fault or the manager who oversees the ticket counter agents?

Customer Service 227

Customer Service Airlines Customer Experience Management 227

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.

Airlines 325

Airlines Advertising Customer Service Management 325

Steve DiGioia

APRIL 17, 2017

It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? Lindsey Hartig , Marketing Manager at Martin Resorts on California’s Central Coast, shares this story…. “At To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. Continue reading….

Airlines 133

Airlines Accountability Marketing Management 133

Steve DiGioia

APRIL 17, 2017

It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? Lindsey Hartig , Marketing Manager at Martin Resorts on California’s Central Coast, shares this story…. “At To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. Continue reading….

Airlines 113

Airlines Accountability Marketing Management 113

SharpenCX

JANUARY 15, 2020

First up: Alaska Airlines. Alaska Airlines has been steadily climbing on the ACSI Index since 2015. And last year, they were the only airline to push past the 70 th percentile, reaching 80% satisfaction and nabbing the number one Customer Satisfaction score in the industry. There’s a lot to love about Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

ShepHyken

SEPTEMBER 16, 2019

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. Building a Robust Customer Experience Management Strategy: Lessons From Nike by Vandita Grover.

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Airlines Customer Service Automotive Customer Experience 245

ShepHyken

FEBRUARY 6, 2024

It also falls under leadership and management. 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’s time to come back to a very important topic in customer service and customer experience.

Airlines 222

Airlines Customer Service Customer Experience Management 222

Beyond Philosophy

AUGUST 11, 2022

Then, to add insult to injury, we had a lot of projects at the house that had gone haywire because of delayed timelines for radiator deliveries and a decorator’s inconsistent approach to project management. In England, hiring managers are having a hard time getting people to show up for interviews, let alone jobs. Is it me alone?

Airlines 365

Airlines Calibration Self service Consulting 365

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.

Airlines 40

Airlines Chief Customer Officer Accountability Personalization 40

Global Response

OCTOBER 2, 2023

Managing the reputation of your brand isn’t easy—and when you add the internet into the mix, it gets ever harder. The volume of online interactions can be impossible for small teams to manage. The volume of online interactions can be impossible for small teams to manage.

Call Center 62

Call Center Management Airlines outsourcing 62

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.

Airlines 66

Airlines Customer effort Accountability Consulting 66

Beyond Philosophy

OCTOBER 29, 2020

In my early career in corporate life, the philosophy flavor of the month at that particular time was Total Quality Management. I was with a big corporate telecom at the time, and we went on a training course for Total Quality Management. For example, we were working with an airline that wanted to improve their experience.

Airlines 419

Airlines Customer centricity Call Center Quality management 419

Beyond Philosophy

JULY 2, 2020

Delta is a large, successful airline that has been comfortable for some time now. Train employees in managing emotional experiences. How are you equipping your customer-facing teams with skills to manage customers’ emotional experiences? At times like these, organizations are willing to try new and scary things.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

DECEMBER 8, 2023

10:19 Colin shares how he discovered that he wasn’t really as loyal to Delta Airlines as he thought he was. Here are some other key moments in the discussion: 02:03 We discover how Colin decided to cover this topic from his recent client meeting. 18:28 We share our list of telltale signs that you have customer loyalty.

Airlines 222

Airlines Consulting Consulting Education 222

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, the airline empowered their agent to make a change. Worst yet, my husband was getting in 2 hours prior to my flight.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CSM Magazine

APRIL 3, 2018

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries.

Airlines 40

Airlines Customer Experience Wireless Transportation 40

Contact Center Pipeline

SEPTEMBER 29, 2022

Imagine you open an airline app to search for your flight information and it’s missing your gate location. Or you pull up an online form to apply for a permit with your local government and you are not sure where to begin. These everyday information gaps are also common in customer service scenarios, like when […].

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Airlines Government Customer Service Technology 208

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.

Airlines 57

Airlines Customer Service Call Center Wait times 57

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. The airline sees it as a loyalty program for frequent flyers. Getting people to become loyal requires managing experiences.

Airlines 222

Airlines Metrics Management Technology 222

CSM Magazine

APRIL 26, 2018

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 Airline customer satisfaction declines. All but four of the largest airlines saw passenger satisfaction decline in the past year. Alaska Airlines rises 1 percent to tie for second place. percent to 78.

Airlines 40

Airlines Surveys Customer Service Customer Experience 40

ShepHyken

MAY 16, 2022

Harvard Business Review) The biggest customer service problem for many managers is that they focus almost exclusively on day-to-day tactical customer service issues and fail to develop the latent, strategic customer service opportunities that would lock in and grow their most important customers. by Jonathan Byrnes and John Wass.

Customer Service 161

Customer Service Airlines Metrics Journey mapping 161

Beyond Philosophy

OCTOBER 22, 2015

Simply put, because then we can manage them in others when necessary. Let’s say there is a weather delay during the holiday season and you work at the airline that now has to inform passengers they aren’t going to make it to their destination. Maybe it’s a referral to another airline or car rental agency.

Customer emotions 401

Customer emotions Airlines Consulting Consulting 401

Pipkins

FEBRUARY 3, 2020

Some folks simply do not like to operate a vehicle in bad weather, some folks (particularly mothers) are tasked with children home due to school closings, and still others may be in emergency mode trying to manage the results of the weather — electricity goes out, basement gets flooded, or evacuation is necessary. 7) Reoptimize.

Management 98

Management Airlines Call Center 98

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.

Airlines 350

Airlines Consulting Consulting Call Center 350

Beyond Philosophy

NOVEMBER 8, 2019

Do you think the airline ticket will be the most expensive one if you buy it from Southwest Airlines? If you focus on your pricing, you can manage at least part of your Price Image. To demonstrate what we mean consider the following: Will an Apple product be the most affordable version on the market?

Airlines 282

Airlines Consulting Consulting Customer Experience 282

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride. (IT by Scott Kendrick.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

Beyond Philosophy

DECEMBER 6, 2019

When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule? In our Global Customer Experience Consultancy, we were doing some work with an airline. This airline didn’t call customers passengers. Where does the customer get put on your agenda?

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

Beyond Philosophy

AUGUST 20, 2015

So what does this have to do with managing people’s behavior? When you want to manage what people do, you have to understand people’s habits. A great example of this is the airlines. I had my airport habits well set by the time the airlines introduced self-check in. So the airlines intervened. Everything.

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Airlines Marketing Customer Experience Management 417

Beyond Philosophy

APRIL 17, 2017

When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up like a Roman candle. Who would have thought you could be beaten up for insisting on your right to use an airline ticket you paid for? The treatment this man received was deplorable.

Airlines 277

Airlines Customer centricity Consulting Consulting 277

ShepHyken

JUNE 20, 2023

Miller eventually bought tickets, and Scott Anderson, managing director of the games, promised it wouldn’t happen again. That makes me wonder, how can someone in the airline industry not understand the requirements for different countries – or at least know where to go to get the correct information?

Customer Service 167

Customer Service Entertainment Airlines Customer Experience 167