Teresa Allen

MARCH 9, 2020

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread. Allegiant excerpt: We understand your decision to travel at this time is personal and many factors are involved.

Airlines 106

Airlines Customer Service Personalization 106

Beyond Philosophy

OCTOBER 7, 2021

Unless you are a terrible person or you have horrible friends and family, my guess is you would say no. 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. It’s emotional.

Airlines 434

Airlines Banking Accountability Customer centricity 434

Teresa Allen

MARCH 9, 2020

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread. Allegiant excerpt: We understand your decision to travel at this time is personal and many factors are involved.

Airlines 62

Airlines Customer Service Personalization 62

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. That’s Person-to-Person.) Let’s “bookend” the list with another airline article.

Airlines 245

Airlines Customer Service Automotive Customer Experience 245

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I thought to myself, “That is an amazing person. I was wearing a baseball cap with the St.

Airlines 319

Airlines Customer Service Personalization Customer Experience 319

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. Mead says customers want easy, simple, personalized answers. If it comes from a human, then great.

Airlines 222

Airlines Self service Call Center Personalization 222

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.

Airlines 361

Airlines Accountability Consulting Consulting 361

ShepHyken

DECEMBER 21, 2020

Keep it simple, collect lots of data, personalize the experience, and maintain loyalty… Seems like a formula for success just about every company can use. Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. Nothing fancy here. Here’s Why.

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Airlines Customer Service Advertising Customer Experience 383

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. Digital On-Demand and Personalization. Certainly, masks are here to stay.

Airlines 500

Airlines Healthcare Government Self service 500

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

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. Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

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. knowing their personal interests. luggage is.

Airlines 40

Airlines Customer Service Surveys Personalization 40

ShepHyken

MAY 29, 2023

Then there is the emotional way which is getting people to connect with your brand through personalized engagement and positive experiences. Plus, Mark shares the interesting ways airlines and customers benefit from loyalty programs. First is the transactional way, such as getting customers to subscribe to a product.

Airlines 156

Airlines Marketing Customer Experience Personalization 156

Beyond Philosophy

OCTOBER 29, 2020

For example, we were working with an airline that wanted to improve their experience. ” In essence, this alone tells you everything you need to know about this airline. In other words, you might have to fire someone who isn’t on board, particularly if that person is a high-profile, senior person.

Airlines 419

Airlines Customer centricity Call Center Quality management 419

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

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

SEPTEMBER 23, 2021

Customers also want to talk to the right person, and they want to get to the right people quickly and without friction. . The flight attendant told me the airline was canceling the flight and wanted to let me know first because I had so many miles with the airline. However, the airline was proactive and made me feel special.

Airlines 274

Airlines Feedback Self service Best practices 274

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. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. Click here.

Airlines 222

Airlines Metrics Management Technology 222

Beyond Philosophy

OCTOBER 22, 2015

The Dartmouth team found an accurate activation pattern of negative emotions that estimates how negative a person will feel when they look at upsetting photos. 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.

Customer emotions 401

Customer emotions Airlines Consulting Consulting 401

ShepHyken

DECEMBER 4, 2020

Let’s take an airline that invests in a paid facial recognition fast track experience at the security checkpoint. If this airline has primarily leisure travelers (i.e. If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low.

Customer Experience 346

Customer Experience Airlines Customer centricity Surveys 346

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. Ryanair are not alone in doing this – however I personally think that it has gone too far.

Airlines 87

Airlines Transportation Customer Experience Personalization 87

Beyond Philosophy

NOVEMBER 1, 2019

He tells a story about forming a personal bad habit. 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.” Charles Duhigg had an excellent book called The Power of Habit.

Airlines 350

Airlines Education Self service Consulting 350

ShepHyken

MAY 31, 2017

I refer to that person as The Force Within. That person delivers Amazement within the larger group, which may not necessarily be operating at the same standard as he or she is. I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. Welcome to United.”

Airlines 207

Airlines Personalization Customer Service 207

Beyond Philosophy

DECEMBER 10, 2022

Looking at you, United Airlines.) When you want a person to do something, you have probably heard that you should explain the benefits they will enjoy from doing so. Your content should have a benefit that appeals to the sharer and collaborator, and a benefit to whom the person shares it. That’s a nightmare.

Airlines 171

Airlines Consulting Consulting Surveys 171

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. Q: Is Personalization imperative for Customer Experience. Personalization is critical to Customer Experience because of how it makes your customers feel.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

CCNG

AUGUST 16, 2023

Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. One of the best transaction surveys I’ve encountered is from Delta Airlines.

Surveys 195

Surveys CCNG Airlines Consulting 195

Fonolo

NOVEMBER 29, 2023

They all help ensure that you really hear and understand the person you’re talking to. They also demonstrate to the person on the line that you are listening attentively to what they have to say. 1. 5 Ways to Become an Active Listener There are several key elements of active listening.

Contact Center 87

Contact Center Airlines Self service Healthcare 87

ShepHyken

APRIL 17, 2019

The more a person plays, the thicker the calluses get, which immunizes people against blisters and pain. He didn’t like the way big airlines treated customers. Customers may have built up tolerance in the form of an experiential callus to the way the airlines treated them. My hands were just fine. It’s simple.

Airlines 241

Airlines Banking Consulting Consulting 241

Beyond Philosophy

JUNE 6, 2019

Facial recognition identifies you, the person. Facial expression analysis identifies how you, the person, feel, not who you are. Airlines use it to help people check in for flights more efficiently, which is of great value to many passengers. We feel more comfortable with technology if we get value out of it.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. The second incident occurred on an American Airlines flight on its way to Europe. The airlines are not blameless in this either.

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Airlines Consulting Consulting Personalization 336

ShepHyken

MAY 22, 2017

Userlike) The phone is one of the oldest and most personal customer service channels. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. So what led to this so-called “perfect storm” of customer experience failings, and what, if anything, can be done to improve CX within the airline industry?

Airlines 205

Airlines Customer Service Self service Technology 205

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.

Airlines 48

Airlines Customer Service Customer Experience Marketing 48

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. Don’t expect a “yes” when you walk up to a person at the top and ask them to spend five hours a week mentoring you. When I finally had the honor of meeting the CEO of Southwest Airlines, George H.W.

Airlines 48

Airlines Accountability Personalization Sales 48

Beyond Philosophy

JUNE 9, 2022

If you don’t know much about boats or planes or business class particulars, then talking to a person might be more helpful for you. Learning about it from a YouTube video feels less embarrassing than admitting you don’t know what you are doing to another person face-to-face or on the phone. So, I recommend the same for you.

Self service 222

Self service Airlines Chatbots Consulting 222

Real Blue Sky

MAY 31, 2023

You’ll create more personalized and effective interactions by tailoring your marketing and communication strategies to match your customers’ needs and preferences. The airline identified various pain points throughout the customer journey, such as the need for more personalization and consistency in communication across channels.

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

ShepHyken

JUNE 6, 2018

I inquired about who that “special” person was getting the extra attention, and my server said, “He’s in here all the time.”. I notice the same type of behavior happens with airlines and hotels. It’s easy to spot the frequent traveler by the way they are treated by airline and hotel employees.

Airlines 240

Airlines Customer Service Personalization Customer Experience 240