Creative Virtual

OCTOBER 4, 2022

A trip to the dental hygienist reminded me that no matter how good the technology, it’s people who write the software and design the user interface. The lesson here is that no matter how smart technology can be, there is no substitute for proper real-world consultation and testing. wasn’t being served (and paying for the privilege!).

Technology 52

Technology Airlines Best practices Consulting 52

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

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

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. Given the current state of technology, your strategic goals must now go beyond improving metrics. Would you ever use that airline again?

Customer Experience 236

Customer Experience Airlines Average Handle Time Contact Center 236

ShepHyken

MAY 22, 2017

Userlike) The phone is one of the oldest and most personal customer service channels. BusinessMatters) As business technologies continue to become more wide spread and sophisticated, company owners are increasingly looking for opportunities to implement new systems that can streamline processes, improve customer experiences and save costs.

Airlines 205

Airlines Customer Service Self service Technology 205

ShepHyken

OCTOBER 9, 2023

Pay attention to number four, which states, “Use technology to complement humans, not as a substitute.” Check out this article on how Alaska Airlines “celebrated” the week: CLICK HERE. The five ideas in this article are a great place to start.

Customer Service 158

Customer Service Airlines Customer Experience Technology 158

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

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

DECEMBER 15, 2022

So, American Giant contacted the technology columnist at Slate magazine. American Giant knew it was a natural fit ( #punny ) because many of its target customers were interested in technology. He negotiated with the airline for nine months but to no avail. It’s about my goal for my relationship with the person.

Entertainment 195

Entertainment Airlines Advertising Technology 195

TechSee

JULY 24, 2018

This approach enables the enterprise to engage him in a personal way, ensuring that his needs are met at every stage of the customer journey. According to the Harvard Business Review , personalization can deliver five to eight times the ROI on marketing spend and can lift sales by 10% or more.

Customer centricity 104

Customer centricity Technology Enterprise Airlines 104

Beyond Philosophy

JULY 10, 2017

Retailers are using technology used in espionage efforts to remain relevant in today’s online shopping world. According to the Telegraph , Retailers are using installed technology to learn more about customers’ moment-to-moment experience. Whatever technology the retailer uses, it is invisible to customers. It works, too.

Airlines 314

Airlines Consulting Consulting Technology 314

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. Many times, these interactions surprised Messina.

Airlines 417

Airlines Call Center Consulting Consulting 417

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. My Comment : How does Southwest Airlines continue to deliver extraordinary customer service in the airline industry?

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

ShepHyken

MAY 15, 2017

A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. And, who doesn’t want that!

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

ShepHyken

JULY 1, 2022

Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel. Since the global pandemic hugely impacted the airline sector, the metaverse has become increasingly important. Data-Driven Customer Experience that Offers Personalized Service. ChatBots and AI.

Airlines 181

Airlines Upselling Customer Experience Chatbots 181

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

ShepHyken

MARCH 24, 2017

Just pick up the phone, dial a number, and speak to a friendly person on the other end to arrange everything. Suddenly, each airline had its own website, with its own esoteric booking system, full of opaque requirements and mandatory fields. Then the internet arrived with its promise of increasing efficiency.

Customer Experience 229

Customer Experience Airlines Chatbots Personalization 229

ShepHyken

JUNE 28, 2019

Technology replacing humans. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In general, technology is augmenting —not replacing — the employee. That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM.

Contact Center 279

Contact Center Self service Banking Airlines 279

Talkdesk

MAY 6, 2015

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). It seems it’s hard to scour newsfeeds today without complaints about the airline industry. So what can airlines do to bring their customer service to new heights?

call center software 40

call center software Airlines Call Center Interactive Voice Response 40

ShepHyken

JANUARY 30, 2017

My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. (Social Media Today) Nearly half of all organizations make the mistake of not planning for a crisis, thinking it’s either superstitious or somewhat futile.

Customer Service 203

Customer Service Airlines Customer Experience Personalization 203

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. Customers receive far deeper personalization that they were used before.

Customer Service 277

Customer Service Automotive Chatbots Airlines 277

CSM Magazine

NOVEMBER 2, 2022

The airline has future-proofed its payment security and PCI DSS compliance requirements, while also providing a frictionless customer experience by enabling all agents to personally support customers with successfully completing transactions over the phone.

Airlines 52

Airlines SaaS Feedback Customer Experience 52

CSM Magazine

DECEMBER 13, 2023

Digital Transformation With the advent of new technologies, businesses are moving towards digital platforms. Tools like chatbots, AI, and machine learning are being incorporated into customer service strategies to provide immediate, personalized responses. As a result, businesses can handle more queries at once and improve efficiency.

Customer Service 52

Customer Service Self service Airlines Chatbots 52

Fonolo

JULY 18, 2019

If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. On-demand experiences provided by organizations like Uber and Amazon mean that efficiency and personalization are expected throughout all touchpoints of the customer experience.

Customer Service 126

Customer Service Self service Healthcare Airlines 126

C Space

NOVEMBER 26, 2021

3 Move as an arena has been fundamentally impacted by both contextual factors (pandemic, populist movements, climate change) and technological steps forward (AI, autonomy, 5G) and there is a sense that the arena is both being held back as well as trying with all its might to step forward.

Airlines 52

Airlines Automotive Entertainment Coaching 52

ShepHyken

JUNE 20, 2016

Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused. Use Emojis and Other Tips to Make Customer Service More Personal by Dianna Labrien. All are great concepts that are appropriate for just about any company.

Customer Service 195

Customer Service Customer centricity Chatbots Airlines 195

Fonolo

APRIL 17, 2019

It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings.

Airlines 78

Airlines Transportation Contact Center Self service 78

Brad Cleveland Blog

DECEMBER 16, 2022

Whether you’re a one person building contractor, a technology start-up, a government agency, or a global airline, you need a customer access strategy that defines how your organization will interact with customers. An effective customer access strategy has 10 components.

Airlines 48

Airlines Government Technology Personalization 48

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. Loyalty is built into the program by integrating payments and mobile technology, which appeals to its target audience. Use the Data. Allocate Loyalty Reinvestment to the Most Valuable Customers.

Airlines 211

Airlines Entertainment Consulting Consulting 211

Fonolo

JUNE 26, 2019

In a majority of instances, US and EU laws require the airline to provide compensation, though fewer than 1% of passengers ever receive it. They do take 25% of the payout if the claim is approved, but this seems like a small price to pay to avoid the nightmare of airlines’ notoriously long hold times.

Customer Service 104

Customer Service Airlines Transportation Call Center 104

CSM Magazine

JANUARY 16, 2023

As Frontier Airlines embarks on its first full year of a digital-only strategy, James O’Hare, MD of LINK Mobility , looks at whether it’s right for every business. . At the end of last year, Frontier Airlines announced it was moving to a digital-only customer service model. There will be no person to call for help.

Airlines 52

Airlines Chatbots Calibration Self service 52

Fonolo

SEPTEMBER 19, 2018

And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident ), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion. Whether online or in person, getting these things right will give your customers something (good) to Tweet about.

Airlines 237

Airlines Chatbots Education Contact Center 237

Beyond Philosophy

JUNE 11, 2015

Be pragmatic in terms of technology and analytics. Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs. Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

NOVEMBER 26, 2015

Ignoring disruptive technology is a mistake, whether you are a multi-billion-dollar hotel chain or not! Plus, the personal nature of the host and the unique accommodation is appealing to many people over the more business-like and relatively sterile design of a hotel room. Airlines have been culprits for finding bad profits.

Airlines 150

Airlines Consulting Consulting Technology 150

Beyond Philosophy

JUNE 25, 2021

The question on everyone’s mind is how do you know if the person is telling the truth about their vaccinated status? Unfortunately, this stance upset the proponents of the new laws, who also fly with and work for the airline. It was quite a headache for their CEO and the organization as a whole. The Takeaway.

Customer Experience 384

Customer Experience Airlines Consulting Consulting 384

C Space

DECEMBER 2, 2021

3 With every technological leap forward humans reconfigure time and space, with profound economic, cultural, and commercial implications. In the Decade of Possibility, innovative technology is creating new forms of transfer, anachronizing old constraints, and reforming space and time. Move: into an Arena of Choice. 3

Airlines 52

Airlines Entertainment Construction Government 52

ProProfs Blog

SEPTEMBER 20, 2019

Syed thus turned to Twitter and expressed his anger towards the airline. . Instead of responding quickly to the promoted tweet of their customer, the airline giant took eight hours to reply. People are willing to spend $20 more when an airline responds to them within six minutes. The Technology Angle.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102