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

Beyond Philosophy

MARCH 31, 2020

The world and the market had changed! 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. Marketers have long known that it is at a time of big changes that customer habits are up for grabs. The cost of life is dire.

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Airlines Healthcare Government Self service 499

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. Six Tips for Creating a Stellar Customer Experience on Multiple Marketing Channels b y Chanell Turner.

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Airlines Customer Service Automotive Customer Experience 245

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 today's competitive market, providing an outstanding customer experience is more important than ever.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

DECEMBER 21, 2020

Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. My Comment: Did satisfaction ratings in the airline industry really go up? 10 Holiday Sales & Marketing Tips for Small Businesses to Finish 2020 Strong by Gaetano DiNardi. Here’s Why.

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Airlines Customer Service Advertising Customer Experience 383

Beyond Philosophy

JUNE 15, 2018

Airlines Run Mental Accounting Too Often in the Red. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. Airlines’ pricing often irritates and disappoints customers. These surcharges feel annoying, a far cry from the happy and pleased emotions airlines should be seeking.

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Airlines Accountability Consulting Consulting 360

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.

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Airlines Customer effort Accountability Consulting 66

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

ShepHyken

MAY 29, 2023

True loyalty programs are not just about points and perks; that is more about marketing. Plus, Mark shares the interesting ways airlines and customers benefit from loyalty programs. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

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Airlines Marketing Customer Experience Personalization 156

CSM Magazine

OCTOBER 5, 2018

The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become. Some of the key findings are: Airlines’ digital service apps are popular. airlines than making their journeys more pleasurable (42 percent).

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Airlines Customer Service Surveys Personalization 40

Beyond Philosophy

JULY 2, 2020

Delta is a large, successful airline that has been comfortable for some time now. How has the pandemic changed how your market works, and have you taken advantage of the opportunities it presents? Have the present market conditions created new segments based on experiences during the pandemic? ” Dallasnews.com.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Fonolo

JUNE 27, 2018

As the weather warms up in the West and many take off for their summer holidays, customers are increasingly dealing with big-brand companies in the business of travel: Airlines. Frontier Airlines. This airline sucks! United Airlines. And luckily, for everyone involved, we have been on top of monitoring it all.

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Airlines Abandon rate Entertainment Banking 52

CCNG

JULY 12, 2023

My flight was delayed for 3 hours, it wasn’t all bad I enjoyed airport sushi and interacted with several American airlines employees. An aggregated survey score that can be used for marketing purposes, secondarily for executive incentives, and if your response is extremely negative, you might get some attention.

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CCNG Airlines Surveys Feedback 195

Beyond Philosophy

NOVEMBER 8, 2019

To demonstrate what we mean consider the following: Will an Apple product be the most affordable version on the market? Do you think the airline ticket will be the most expensive one if you buy it from Southwest Airlines? Another way to look at it is Price Image is where your price and brand intersect.

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Airlines Consulting Consulting Customer Experience 281

Beyond Philosophy

OCTOBER 29, 2020

I was talking to a chief marketing officer (CMO) of a multinational company the other day who wants to change the organization (and believe me, I know this organization; he’s right). For example, we were working with an airline that wanted to improve their experience. This cycle happened many times before she gave up.

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Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

DECEMBER 28, 2023

Suppose you are at an airport, the airline cancels your flight, and you sit in a call center queue. That means when the AI realizes the airline canceled the flight, it will push out the options before you even have to ask. Further, Mead thinks that the brand and marketing experience is one thing.

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Airlines Self service Call Center Personalization 221

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.

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Airlines Consulting Consulting Call Center 348

Beyond Philosophy

AUGUST 20, 2015

It’s important for Marketers to understand customers’ habits when marketing to them. 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. We engage in habits every day. And we do these things automatically.

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Airlines Marketing Customer Experience Management 417

Beyond Philosophy

NOVEMBER 1, 2019

People in Customer Experience discipline and marketing should understand customers’ habits. The airlines were smart about interrupting automatic and repetitive behavior when they installed self-check-in kiosks. ” However, the airline had people “combing the queue.” Isn’t that simple?

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Airlines Education Self service Consulting 350

ijgolding

SEPTEMBER 2, 2015

Ryanair are now the largest international airline IN THE WORLD!!!!! They have become so large, that they are the 6th largest airline overall – only surpassed with airlines that have significant domestic traffic. Love them or hate them, no-one can ignore the hard, simple facts.

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Airlines Transportation Customer Experience Personalization 87

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. Thanks to a few meaningful acts of kindness by Southwest Airlines, her flight to her bachelorette party became a memory worth treasuring. To explore the top 15 survey tools on the market, click here. .

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Airlines Customer Service Surveys Feedback 213

Beyond Philosophy

DECEMBER 10, 2022

Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand online. Looking at you, United Airlines.) In an environment where there is infinite amounts of content to compete with, getting a post to go viral is a victory few marketers have the pleasure of experiencing.

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Airlines Consulting Consulting Surveys 170

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. These marketers were also posed the following questions, which I will also weigh in on: Q: What should a firm focus on: Customer Experience or Branding?

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

JUNE 6, 2019

Airlines use it to help people check in for flights more efficiently, which is of great value to many passengers. To be fair, the airlines are improving their experience with customers by using facial recognition technology. Moreover, you can improve the impact and perhaps most importantly the ROI of your marketing content.

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Airlines Banking Technology Customer emotions 354

CCNG

FEBRUARY 11, 2021

But now with agents being remote, it's somewhat like when an airline pilot lands the plane in heavy fog, its an instrument landing. Roger Woolley is Chief Marketing Officer at CommunityWFM based in Dallas, TX. and Europe.

Airlines 195

Airlines Contact Center Service level Marketing 195

ShepHyken

JUNE 5, 2017

Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings. Some companies put it into marketing.

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Airlines Customer Service B2B B2C 185

ShepHyken

AUGUST 28, 2018

They discussed how he helped Delta Airlines with their customer service culture, what customers are really looking for, and the RATER service quality model. ? ?. In certain industires, especially in the airline industry, people are willing to pay extra to be guaranteed better levels of comfort.

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Airlines Customer Service Customer Experience Marketing 174

Beyond Philosophy

DECEMBER 10, 2021

Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. As a result, his stock portfolio tripled the market over the last decade. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out. Buy his book! ” .

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Airlines Metrics Accountability SaaS 273

Beyond Philosophy

AUGUST 9, 2019

With 11 books on marketing and Customer Experience, he had much to add to our discussion about the best way to handle Customer Experience measurement. <!–more–> –more–> There are two types data marketers can user for measurement: Voice of Customer (VOC) data , which involves an interaction with customers.

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Airlines Surveys Consulting Consulting 262

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it. Four airline employees were needed in Louisville, so they needed four seats.

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Airlines Customer Service Customer Experience Marketing 48

ShepHyken

MAY 8, 2017

10 Content Marketing and Customer Experience All-Stars by James A. CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. Great examples that we can all learn from.

Customer Service 204

Customer Service Airlines B2B Marketing 204

Beyond Philosophy

DECEMBER 6, 2019

However, once the market reached its saturation point, the companies realized they were losing customers pretty fast (called churn). In our Global Customer Experience Consultancy, we were doing some work with an airline. This airline didn’t call customers passengers. Are you too focused on sales revenue?

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

ShepHyken

JULY 1, 2022

Since the global pandemic hugely impacted the airline sector, the metaverse has become increasingly important. With thousands of potential routes and fares at their fingertips, airlines have to ask themselves how they can provide relevant information to individual customers. Optimized marketing effectiveness across engagement points

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Airlines Upselling Customer Experience Chatbots 179

Beyond Philosophy

OCTOBER 18, 2019

However, it was terrible news to me because I missed out on a better flight option through a competitive airline. So, going back to my Delta example, which was an intuitive decision, I automatically go to Delta.com to buy airline tickets. With my Delta example, I buy airline tickets a lot. That isn’t true.

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Airlines Consulting Consulting Benchmark 225

Talkdesk

MAY 6, 2015

One market that has been making a go at better customer service is aviation. In fact, the airline industry scored a 71 out of a possible 100 when it came to customer satisfaction, according to the latest American Customer Satisfaction Index (ACSI). So what can airlines do to bring their customer service to new heights?

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call center software Airlines Call Center Interactive Voice Response 40

Branch Mesenger

JULY 23, 2018

He was the CEO of American Airlines. I got a job at American Airlines -- a place where you couldn’t even get an interview. When I finally had the honor of meeting the CEO of Southwest Airlines, George H.W. Al Casey was one of those leaders. And he happened to be teaching a class on leadership. He ran the Los Angeles Times, too.

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Airlines Accountability Personalization Sales 48

ShepHyken

APRIL 17, 2017

Sometimes you hit, as the author says, a “marketing jackpot.”. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray. My Comment: I couldn’t let this week’s Top Five list get away without at least one article about the United Airlines Customer Service debacle. but what we can learn from what happened.

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Airlines Customer Service Customer retention Customer Care 198