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. It can also eliminate frustration and stress when traveling. Moreover, these two are intertwined.

Airlines 222

Airlines Self service Call Center Personalization 222

Andrew Mcfarland

SEPTEMBER 21, 2022

Marketing and sales activities also fall under this strategy. Even a budget airline may develop a customer lounge to attract new customers. Business development strategies must be implemented in conjunction with marketing and sales efforts. A good sales process will lead to a successful sales organization.

Sales 48

Sales Telecommunications Airlines Government 48

ShepHyken

MAY 16, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. Power 2022 North America Airline Satisfaction Study. How to Calculate: Customer Lifetime Value Formula (CLV) by ClientSuccess.

Customer Service 162

Customer Service Airlines Metrics Journey mapping 162

ShepHyken

FEBRUARY 28, 2020

Jim didn’t win every sale, who does, but he always outperformed his counterparts. He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. Before Jim gave his sales pitch, he did something very interesting. Except for Jim.

Airlines 290

Airlines Sales Employee engagement Customer Experience 290

IdeasUnlimited

OCTOBER 6, 2020

Instead, here we’re focusing on how you can soldier on and maintain, or even grow, your sales in this strange new situation we find ourselves in. Walmart and Amazon have both reported a staggering 40% to 97% increase in their onlines sales just this first quarter. Sales is a pursuit to satisfy customers.

Sales 52

Sales Airlines Marketing Technical Support 52

CCNG

AUGUST 16, 2023

One of the best transaction surveys I’ve encountered is from Delta Airlines. 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.

Surveys 195

Surveys CCNG Airlines Consulting 195

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. Should you rack up more frequent flyer miles on an airline you’ve used before, or should you buy a cheaper ticket on a different airline?

Airlines 345

Airlines Consulting Consulting Education 345

Beyond Philosophy

DECEMBER 6, 2019

Are you too focused on sales revenue? In our Global Customer Experience Consultancy, we were doing some work with an airline. This airline didn’t call customers passengers. Sometimes, the only time senior management ever deals with customers is when there is a significant sale on the line.

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

Beyond Philosophy

AUGUST 1, 2018

Over time, we opened an office in Florida and switched to a more convenient airline, Delta. We all know that business travelers with such a high status are the most profitable for airlines. They are far more concerned about filling the sales funnel with new customers rather than taking care of the customers they already have.

Airlines 300

Airlines Sales Consulting Consulting 300

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. Older people will call on the young adults to run their accounts -- namely Facebook campaigns that will drive sales. When I finally had the honor of meeting the CEO of Southwest Airlines, George H.W.

Airlines 48

Airlines Accountability Personalization Sales 48

ShepHyken

NOVEMBER 23, 2020

Southwest Airlines knows this – they excel by putting employees at the center of their business. My Comment: As long as we’re learning from Chewy.com in our first article, how about we learn from Southwest Airlines. Bean stood behind every sale. This time we don’t look at Southwest’s amazing customer experience.

Customer Service 209

Customer Service Airlines Surveys Contact Center 209

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

Airlines 180

Airlines Upselling Customer Experience Chatbots 180

ShepHyken

DECEMBER 9, 2019

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

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

Beyond Philosophy

JUNE 11, 2015

What Publix does, instead of loyalty cards, is try different alternative approaches to build sales. Some retailers do more than emphasize the sales and service fundamentals. This has enabled Trader Joe’s to generate sales per square foot that are double the sales per square foot of Whole Foods.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

NOVEMBER 22, 2018

I do it to ensure I want to make the purchase and not merely susceptible to a sales technique. For example, my colleague Professor Ryan Hamilton of Emory University has a friend who only buys fish that is on sale at the market. Her theory is that it is on sale because it is the freshest fish. This rule works well for me.

Airlines 370

Airlines Sales Customer Experience Marketing 370

Real Blue Sky

MAY 31, 2023

Gather data: Collect customer feedback, look at customer interaction data, and get insights from sales teams or customer service reps. These changes resulted in increased customer satisfaction and higher sales for the company. Focus on emotions: Emotions play a critical role in the customer journey.

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

Beyond Philosophy

JUNE 9, 2022

Does that mean that we want to have small talk with a sales clerk? Airline employees were combing the queue to convince us to try it. My point is that they knew we passengers needed some help making the transition, and the airline invested in resources to train us. So, both groups still need socialization.

Self service 222

Self service Airlines Chatbots Consulting 222

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. One retailer has combined its loyalty program with a 5% point of sale discount, building volume from its highest value customers.

Airlines 211

Airlines Entertainment Consulting Consulting 211

CSM Magazine

FEBRUARY 9, 2021

Air France KLM is one of the world’s leading airlines, employing over 80,000 staff. The company’s London based European Sales & Service Centre (ESSC) plays a crucial role in the success of Air France KLM; with now 200 of their employees working remotely, handling thousands of enquires each day from travellers around the world.

Employee engagement 52

Employee engagement Sales Transportation Airlines 52

ShepHyken

MARCH 24, 2017

Suddenly, each airline had its own website, with its own esoteric booking system, full of opaque requirements and mandatory fields. Add in the confusing multitude of airline ticket aggregators and obscure credit card rules, and you have a recipe for a headache. Then the internet arrived with its promise of increasing efficiency.

Customer Experience 229

Customer Experience Airlines Chatbots Personalization 229

Beyond Philosophy

DECEMBER 10, 2021

Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out. The airline has no cost except the administrative effort, but they’ll charge anyway. Reichheld believes these scores should drive promotions rather than sales figures.

Airlines 274

Airlines Metrics Accountability SaaS 274

ShepHyken

MAY 8, 2017

FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers). My Comment: With all of the negative press that has come out on the airlines since the United incident a month ago, this article shares some positive insights and is a breath of fresh air.

Customer Service 204

Customer Service Airlines B2B Marketing 204

Global Response

JANUARY 9, 2023

Amidst the daily focuses of product, sales, marketing and business strategy, the customer’s needs and experiences can get lost. Southwest Airlines. If you’ve spent any time traveling—or talking to people who do—you’ll notice that Southwest Airlines has a sizable following, a rarity for airlines.

Airlines 62

Airlines Customer centricity Feedback Metrics 62

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. Most marketers focus on maximizing the profits from the initial sale, but how do you grow and sustain customer lifetime value for the entire customer cycle?

Airlines 261

Airlines Metrics Advertising Sales 261

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? In 2015 he examined the difference in revenue growth between pairs of similar US businesses in five sectors (cable communications, airlines, investments, retail and health insurance). Published on: November 16, 2016.

Sales 54

Sales Customer Experience Multichannel Airlines 54

Toister Performance Solutions

JUNE 3, 2021

Many travelers have vowed never to fly a certain airline, until they realize that airline offers the only low-cost, direct flights to their destination. Southwest Airlines was created to challenge legacy carriers by offering low fares for convenient flights. Customers begrudgingly accept poor service.

Airlines 110

Airlines Transportation Marketing Customer Service 110

ShepHyken

NOVEMBER 1, 2017

When she engaged me, it was obvious she had initiative and wanted to help, which also meant hopefully make a sale. The retail store and the airline hired good people. When I walked in the store, the employees, other than her, just stood there and watched me look over their merchandise. It’s constantly reinforced. It turns into a habit.

Customer Service 246

Customer Service Airlines Sales Management 246

Vonage

OCTOBER 24, 2016

I recently organized a service bench-marking visit to Singapore for 22 Korean sales and service trainers. At the Singapore Airlines Cabin Crew Training Center, one visitor asked, “How does Singapore Airlines stay on top all these years? And how do you plan to keep the lead while other airlines work so hard to beat you?”.

Airlines 102

Airlines Customer Service Education Sales 102

Fonolo

SEPTEMBER 19, 2019

Your airline has updated your flight details, shortening an already tight connection time. You decline and make a mental note to never fly with that airline again. Work with Agents to Identify and Define Sales Opportunities. Knowing when to delay or even skip a sales pitch altogether is critical.

Upselling 96

Upselling Customer Service Airlines Call Center 96

CrazyCall

DECEMBER 7, 2018

But what about sales promotion via mass text messaging? In this article, we will give you the basic guide on how to boost your sales sending promotional mass text messages. Alaska Airlines uses it to coordinate flight crew schedule changes by instantly confirming updates with affected employees. Wanna sales?

Sales 51

Sales Banking B2C Airlines 51

PeopleMetrics

JUNE 4, 2019

For example, in the airline industry, customers with the highest CLV are frequent fliers. American Airlines serves so many customers each day that following up with every individual complaint about a rude flight attendant or a broken seat is impossible. The sales force becomes a key touchpoint in the customer experience for B2B.

B2C 122

B2C B2B Real estate Airlines 122

Global Response

OCTOBER 2, 2023

Your online reputation can cross many channels, and managing this reputation can improve how customers see your brand and increase customer trust, loyalty, retention and sales. Companies who have great customer service—think Zappos, Chewy, Southwest Airlines, and so on—tend to get great press online. Ready to perfect your CX?

Call Center 62

Call Center Management Airlines outsourcing 62

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

ProProfs Blog

FEBRUARY 22, 2019

Avoiding the typical sales pitch. They engage customers more as users than as buyers, shifting their investments from pre-purchase promotion and sales to post-purchase renewal and advocacy. For example, United Airlines offers United MileagePlus , a popular airline rewards program.

Customer retention 123

Customer retention Airlines B2B CRM 123

Real Blue Sky

MAY 31, 2023

Gather data: Collect customer feedback, look at customer interaction data, and get insights from sales teams or customer service reps. These changes resulted in increased customer satisfaction and higher sales for the company. Focus on emotions: Emotions play a critical role in the customer journey.

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

Real Blue Sky

MAY 31, 2023

Gather data: Collect customer feedback, look at customer interaction data, and get insights from sales teams or customer service reps. These changes resulted in increased customer satisfaction and higher sales for the company. Focus on emotions: Emotions play a critical role in the customer journey.

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

kommunicate

JUNE 10, 2021

One of the leading passenger airlines that dominates the low-cost carrier segment is your preferred choice for your next travel. They have a multi-channel sales process, and users regularly ask questions like flight status, fare checks, etc.

Airlines 52

Airlines Sales Customer Support 52