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. Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Join us on Thursday, July 14 th , 2016, at 11 a.m.

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

JUNE 9, 2015

They still approach their airline with an internal focus. Ryanair is raising its “core fees” starting next Monday (which, to be fair, is what other airlines do, too. New Webinar: How to Design & Build an Effective Loyalty Program. Reserve your spot at this informative webinar presented Thursday, June 17 th , 2015. .

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Airlines B2C Surveys B2B 344

CSM Magazine

JUNE 21, 2019

Sign up for the free webinar “Welcome to the Experience Economy” to find out. As experience overtakes price and product as a key brand differentiator, the race is on to understand your customers better and deliver the ultimate experience. What does your organization need to do now to stay competitive?

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Feedback Airlines Analytics Personalization 40

Kayako

JANUARY 25, 2019

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. Webinar: What we covered. Alaska Airlines has been identified by many as the #1 domestic airline.

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Chief Customer Officer Airlines Customer Service Personalization 49

Toister Performance Solutions

APRIL 15, 2021

The webinar software wasn't working. There was less than 30 minutes before the webinar started. I know your webinar is about to start," she said. The technical support rep sensed that I was anxious about the webinar. An important client was paying me to facilitate a virtual session for its employees. It's a great story.

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Technical Support Airlines Customer emotions Customer Service 120

Beyond Philosophy

MARCH 27, 2017

Attend our free webinar on 30th March. If you enjoyed this blog, you might also like: Cheap Airlines: Low Prices! Share your views in the comments box below. Learn how customers are affected and how you can create best value for them. Register here. Terrible Service! Can They Change? Big Changes at airbnb. Bewildered?

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Airlines Consulting Consulting Engineering 337

Beyond Philosophy

JANUARY 15, 2021

For example, airlines will often send a prompt that “only three more seats at this price!” The airline determines what to charge for each seat; they could have all the seats left on the plane at that price if they wanted to (and they were available). You can even create Scarcity where there is none easily online.

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Airlines Government Customer emotions Marketing 248

Branch Mesenger

MARCH 20, 2018

Last week, we hosted our second webinar. Taylor Pipes: I'd like to say hello to everyone and welcome to our second webinar. Taylor Pipes: Shep, I'd like to welcome you here to our Branch Messenger webinar. This week by the way we're writing about Southwest Airlines. Taylor Pipes: My name is Taylor pipes. Shep Hyken: Hey.

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Customer Service Airlines Technology Upselling 48

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.

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Airlines Transportation Contact Center Self service 78

Beyond Philosophy

JULY 23, 2015

I read on an airline magazine that Tuesday is the most productive day of the week. So, we look for it often, even when we are embroiled in a complex task that should be our focus…and it gratifies us in the same way a marshmallow does a four-year-old. Productivity is crucial in one’s work. The least productive day is Wednesday.

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Airlines Customer centricity Personalization Marketing 389

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. However, when it comes to industry, CSAT varies. . Ambulatory Care: 77%. Apparel: 79%. Banks: 81%.

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Benchmark Wireless Airlines Banking 117

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. Webinar: The Impact of AI in Customer Experience.

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Airlines Chatbots Education Contact Center 237

Fonolo

APRIL 25, 2019

Problem-Solving: Singapore Airlines. ICYMI: All airlines have what’s called a medical emergency clause. This positive customer service interaction resulted in a public recounting by this customer, who praised both the contact center representative and Singapore Airlines. Start the Car, Stop the Car: IKEA UK.

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Customer Service Airlines Contact Center Accountability 104

Enghouse Interactive

JUNE 11, 2021

For example, every airline will need to be prepared for moments of truth around cancelled or missed flights. However, short-haul, no frills carriers will have different additional moments to a full-service, long-haul airline. This will vary by the sector you are in and the type of business you are.

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Airlines Scripts Banking Self service 98

GetFeedback

JULY 19, 2019

Consider JetBlue, one of the leading airline carriers in the U.S., The airline tracked this back to a lack of amenities for early morning travelers. In fact, we recently partnered with our friends at Forrester and launched a webinar on how to build a simple and effective VoC program that impacts the bottom line. .

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Airlines Benchmark Surveys B2C 123

Aspect

APRIL 20, 2020

We started to share customer best practices and lessons learned with an ad-hoc Work-From-Home webinar series. An airline customer is starting to rebuild their operation by shifting to carrying more freight. For two weeks, I was as reactive as our customers. It was primarily because all of us were in triage mode.

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Airlines Banking Best practices Consulting 133

Branch Mesenger

MAY 29, 2018

In this webinar, Jeanne Bliss and Taylor Pipes chatted about the following topics: How to hire people who care. Corporations that were mentioned in this webinar include: Pal's Sudden Service. There's a great case study in there around Alaska Airlines. I'd love to get a webinar with you and Shep going at the same time.

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Chief Customer Officer Personalization Customer Service Call Center 67

Babelforce

NOVEMBER 4, 2021

For example, airlines can send customers information about a service delay as soon as it occurs, allowing passengers to change their plans. Check out our recorded webinar on WhatsApp now! Proactive support is when you solve an issue or help a customer solve an issue before the customer contacts you about the problem.

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Customer Support Contact center software Contact Center Self service 98

Netomi

APRIL 7, 2023

With an ever-expanding customer base, WestJet’s Chief Digital and Innovation Officer Alfredo Tan realized that the airline needed to embrace innovation whole-heartedly in order to keep up with customer expectations for personal and convenient support. Watch this webinar. As a result, CSAT has increased 24%.

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Customer Service Airlines Customer centricity Banking 52

NICE inContact

OCTOBER 4, 2019

In a desperate attempt to make the connection, you tweet your airline #pleasewait! Of course, they won’t hold the plane, but customer-oriented airlines will definitely prioritize your tweet and assist you immediately on how to get to your gate as soon as possible. However, it isn’t just about timing.

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Airlines Benchmark Metrics CRM 55

Solvvy

APRIL 16, 2019

Last week, I had the pleasure of speaking on a webinar with New York Times best-selling author, Joseph Michelli. OK, that’s it for the cliff notes version of the webinar. Hope you enjoyed these examples and that you’ll watch our webinar recording here. Of course, the cheaper airfare helps too.

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Airlines Customer Experience Accountability 48

pindrop

AUGUST 16, 2021

WEBINAR: Caller Authentication 101. Watch the Webinar. Airlines, banks, stock exchanges, and trading platforms suffered brief website outages this week1 after a key piece of internet infrastructure failed, sparking the second major. Be equipped with the latest caller authentication insights and best practices. Read More ».

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Contact Center Average Handle Time Calibration Airlines 62

Toister Performance Solutions

JANUARY 29, 2019

Searching for Themes I recently hosted a webinar with Alyona Medelyan, CEO of the customer insight firm Thematic. An airline learned passengers were 4x angrier about missed connections than delayed flights. You’ll find a lot of simple analysis techniques in the webinar with Alyona Medelyan from Thematic.

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Surveys Airlines Accountability Feedback 54

ProProfs Blog

SEPTEMBER 17, 2021

(b) “Did you enjoy the amazing airline experience with us today? By just seeing the term “amazing,” the survey respondent ends up giving a higher rating to the airline experience, irrespective of the actual experience. I hope you learned a lot during the online webinar, didn’t you?

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Surveys Airlines Customer Service Accountability 78

CSM Magazine

FEBRUARY 26, 2019

For example, in the case of flight delays, the airline can provide status updates through apps, social-media pages, website, voice call, etc. Our webinar in partnership with Forrester can get you all these answers and several more straight from the experts – register your interest here! About the Author.

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Airlines Customer centricity Chatbots Analytics 63

CSM Magazine

JUNE 25, 2020

The study includes results from leaders across retail, financial services, utilities, distribution, airlines and healthcare. Join Paul Stockford and other experts on a webinar panel June 30, 2020 at 10am ET / 7am PT / 3pm BST discussing the survey findings in more detail. The industry needs to modernise and do it in a hurry.

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Airlines Analytics Healthcare Surveys 52

360Connext

AUGUST 9, 2017

Organizational comparisons are made: our organization versus Zappos or Southwest Airlines or maybe the local Starbucks barista who “always knows customer orders!” They do their research, read the blogs, and the books, and even attending some webinars. in my upcoming webinar. These are people who make things happen.

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Journey mapping Airlines Customer Experience Technology 92

Netomi

DECEMBER 23, 2021

During the COVID-19 pandemic, for instance, airline WestJet saw a 45X spike in new users and customer requests, with a slew of questions regarding cancellations and flying restrictions. Related content: Hear how support teams benefit from smart automation in this webinar featuring Mike McCarron from Gladly.

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Chatbots Metrics Airlines Consulting 52

The Petrova Experience

JUNE 25, 2020

Last month, 44% of the attendees at our Aviation for Americas webinar told us they would travel in the next 3 months. My answer, of course, was that the relationship between airports and airlines is complicated. We pleaded with the public to trust us aviation professionals and airport experience designers and fly again… SOON.

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Airlines Feedback Management Customer Experience 52

AskNicely

MAY 17, 2017

Airlines and hotels will offer deep discounts for people that book far in advance. The key is to ask them in the right way – learn more on our next webinar. People want what they may not be able to get in the future. If launching a new SaaS product, you might provide early access to the first 100 people that sign up.

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Airlines Customer advocacy SaaS Marketing 60

Comm100

NOVEMBER 23, 2016

In this blog post , customer service expert Shep Hyken describes his feelings regarding a particular airline that he frequently flies with. Hyken explains that many of his friends have lost their elite status with this airline after retiring, even though they remain loyal to the company. Let’s say you offer customers a free webinar.

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Airlines Scripts Accountability Advertising 59

Fonolo

JANUARY 16, 2018

banks, airlines, insurance companies) still prefer on-premise deployments. Webinar] 3 Critical Contact Center Trends to Watch in 2018. Two reasons for this: 1) The replacement cycle for call centers is long, so it’s going to take time for the cloud switch-over to rumble through the whole world; and 2) The largest call centers (e.g.

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Call Center Contact Center Airlines APIs 67

Amity

APRIL 26, 2017

Not all customer service failures are as appallingly disastrous as the recent United Airlines fiasco , but all of them will hurt your business. Customer Success expert Lincoln Murphy was faced with the nerve-wracking situation of being let down by technology while attempting to launch a webinar with a live audience.

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Customer Service SaaS Airlines Engineering 52

Nicereply

JANUARY 16, 2023

It’s way harder if you’re replying on Twitter or the Play Store (or during a live webinar). Say you’re an airline and someone tweets at you about a horrible flight experience they had. Responding to haters is significantly easier in an email, when you have virtually unlimited characters available and you can craft the perfect tone.

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Customer Service Feedback Airlines Construction 59

Spearline

NOVEMBER 12, 2018

Imagine having frequent flyer membership of an airline and calling their premium club line only to be met with poor audio quality. You may be on a business trip and want to quickly make a last minute change to your return flight. What impact would that have on your customer experience? Customer experience.

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First call resolution Outbound sales Airlines Chatbots 40

CX Journey

MARCH 31, 2015

A couple weeks ago, I participated in a webinar with Kyle Antcliff of Intradiem. Herb Kelleher, former CEO of Southwest Airlines, defined it as. Confused by some of the employee experience lingo you''re hearing? You''re not alone! Proven to have a direct effect on productivity, it is one of the cornerstones of business. I love that.

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Journey mapping Morale Employee engagement Airlines 64

Amity

FEBRUARY 16, 2016

Register for our upcoming webinar, Defining and Managing Your Customer Lifecycle , on February 23 at 1pm ET. And of course the airline analogy I used can play out in other transportation methods, too, but also in pretty much every product and service category. Your customer needs to work with a well functioning team.

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SaaS Transportation Airlines Customer centricity 63