Experience Investigators by 360Connext

JANUARY 21, 2015

Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic. In the case of airlines, yes, they want to travel to a certain destination.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

InMoment XI

JANUARY 27, 2022

To get a better look at this concept, let’s analyse a policy at an ANZ airline. With quarantine back on the table, as you would expect, airlines had to cancel their international flights and offer credits or refunds to their customers. Well, not all airlines agree. Balancing Operations and Customer Experience: A Case Study.

Airlines 397

Airlines Customer Experience 2022 Financial 397

Customer Bliss

OCTOBER 4, 2018

Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines.

Airlines 176

Airlines Customer Experience Chief Customer Officer Reference 176

Customer Bliss

AUGUST 31, 2017

About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What did Southwest do? Something great from a CX perspective.

Airlines 267

Airlines Customer Experience Interaction Customers 267

Customer Bliss

SEPTEMBER 24, 2019

Hope is on their way, I understand though, from many airlines. According to Forbes , 69% of airlines stated they will offer passengers real-time updates about the location of their bags. Wouldn’t you want to have someone answer the phone when you call, or keep you informed?

Airlines 276

Airlines Download Books Customers 276

CX Accelerator

NOVEMBER 7, 2023

It’s at that point I realized that I never received an email from the airline after booking my flight. When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

Experience Investigators by 360Connext

DECEMBER 14, 2021

There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example. American Airlines offers the meditation and mindfulness app Calm on some flights and contact center employees are encouraged to take self-care breaks when needed.

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

InMoment XI

NOVEMBER 2, 2022

Think of your favorite airline, or an airline that has developed a “good” mobile application. These airlines knew it would be easier and more convenient for their customers to be able to check-in for a flight when they were on the go.

ROI 370

ROI Return on Investment Airlines Call Center 370

Heart of the Customer

SEPTEMBER 9, 2019

The post Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours appeared first on Heart of the Customer. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […].

Airlines 119

Airlines Customer Experience Customers Customer Journey 119

Experience Investigators by 360Connext

MARCH 4, 2015

Industries that have long held customers because of lack of choices like airlines, cable and financial institutions are now beginning to pay the piper! Adam and I discussed how one particular airline, RyanAir , made a change swiftly when they saw the negative impact of a policy of treating customers poorly.

Customer Service 282

Customer Service Airlines 2014 Social Media 282

BlueOcean

APRIL 1, 2025

One airline was on the hook for tens of thousands of dollars because of what their chatbot had erroneously said to customers. Without proper guardrails, generative AI will create answers for any questioneven when there’s only one correct response or when no valid answer exists. The consequences can be severe.

Customers 156

Customers Effort Score Airlines Customer Journey 156

InMoment XI

JUNE 1, 2015

Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold. I had a sinking feeling when I kissed her goodbye before our journey. Fortunately, View Article

Travel 324

Travel Airlines Article Feedback 324

InMoment XI

MARCH 13, 2020

Putting Customers and Businesses at Ease We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! This article was originally published by Inmoment.

Airlines 312

Airlines Customer Experience Article Customers 312

InMoment XI

OCTOBER 28, 2021

As Jan Carlzon, former CEO of Scandinavian airline SAS, once said, “If you’re not serving the customer, your job is to be serving someone who is.”. I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. Which really means it encompasses all aspects of your organization.

Airlines 370

Airlines Government Webinar ROI 370

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Keep it simple and heartfelt, and make it all about gratitude. Don’t turn it into a sales pitch. While it’s great to send personal notes, of course, it’s possible to get creative. SouthwestHeartStrong ( Georgi L.)

2020 372

2020 Airlines Social Media Hotels 372

ShepHyken

AUGUST 18, 2021

If I had to book a flight on an airline, why would I choose one over another? Most airlines, at least the major carriers, are close in price and offer similar frequent flier programs, so let’s take those out of the decision process. That leaves airline schedules, seat availability, etc. So, what is the tiebreaker?

Airlines 173

Airlines Customer Experience 2021 Customer Service Training 173

Experience Investigators by 360Connext

DECEMBER 15, 2014

Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. Many organizations, especially airlines, admit how critical it is to keep this segment happy. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Customer Bliss

MAY 31, 2016

Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com. About Curtis . Consider reaching out to your customers wherever they are.

Airlines 158

Airlines Customer Experience Insurance 2015 158

InMoment XI

AUGUST 15, 2022

For example, an airline may consider a passenger’s flight the extent of that individual’s experience, but this view fails to account for buying a ticket, waiting in the airport, finding a hotel, and all the other parts of the journey besides ‘just’ the flight.

Retail 397

Retail Customer Experience E Commerce Airlines 397

Experience Investigators by 360Connext

DECEMBER 29, 2014

This post compares the mission statements of two airlines and it’s sure to get you thinking about your own. Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? It’s maddening how much difference a mission statement makes.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Inbenta

MAY 14, 2021

GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. It has already generated interest from other airlines, including international ones. WhatsApp chatbot and check-in.

Airlines 99

Airlines 2016 Call Center Customer Relationship Management 99

Beyond Philosophy

OCTOBER 7, 2021

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. If some other airline provided better service at the same price, people would flock to them. . It’s the same situation with airline loyalty programs.

Loyalty 172

Loyalty Airlines Banking 2007 172

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. However, when it comes to industry, CSAT varies. . A new list of benchmarks is published each year by ACSI, with minor quarterly updates. . Below is the complete list of the newest CSAT benchmarks. Ambulatory Care: 77%. Apparel: 79%. Athletic Shoes: 79%. Automobiles and Light Vehicles: 82%. Banks: 81%. Breweries: 85%.

Customer Satisfaction 293

Customer Satisfaction Apparel Wireless Insurance 293

Customer Bliss

MARCH 2, 2016

Colleen went from being Southwest Airlines founder Herb Kelleher’s personal assistant to the eventual President and CEO of Southwest Airlines. I believe it’s one of the most winning components to Zappos’ success. She’s honestly one of my personal heroes.

Customer Experience 164

Customer Experience Airlines Social Media Leadership 164

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 144

Airlines Books 2018 Customer Experience 144

Experience Investigators by 360Connext

JULY 15, 2015

Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. Your employees play a huge role in driving your customer experience. If they’re unhappy, unfriendly or just plain bored with their jobs, that will translate into a miserable experience for your customers.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

The DiJulius Group

FEBRUARY 25, 2024

Read Full Article The post Free Customer Service Training for your Employees / AA Cut 600+ customer facing employees To Improve Customer Service / Your Company’s Biggest Expense / United Airlines Enforcing Flight Attendants Engagement appeared first on The DiJulius Group.

Customer Service Training 98

Customer Service Training Airlines Customer Service Advertising 98

ShepHyken

DECEMBER 9, 2024

“Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy.

Feedback 73

Feedback 2025 Airlines Hospitality 73

ShepHyken

JANUARY 28, 2025

.” About: Aleksander Kaczmarek is the VP of Loyalty Partnerships at CarTrawler , a B2B tech business that partners with the world’s largest brands, including American Airlines and Uber, to provide car rental & mobility solutions for customers.

Loyalty Programs 85

Loyalty Programs Loyalty Customer Experience Rewards Programs 85

Experience Investigators by 360Connext

JANUARY 8, 2018

Airlines have long practiced “re-accommodating” ticketed passengers. We know what bothers our customers when they get snarky but not super angry on Twitter or our Facebook wall. It may not be a HUGE deal yet, but it could become one later. Customers complained but it didn’t necessarily impact their loyalty…until the infamous video. ).

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

GetFeedback

JANUARY 12, 2020

Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Some call it a “ cattle call.”

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

InMoment XI

NOVEMBER 19, 2024

These cases were either not real, misidentified judges, or featured non-existent airlines. The model invented six cases, which the lawyers used to support their arguments without verifying their accuracy. Finance In the financial sector, where precision is crucial, AI hallucinations can be costly.

Reference 195

Reference Contact Center Healthcare Financial 195

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. Unless you know how to exceed customer expectations you’re stabbing in the dark. who—from the beginning—has committed to exceeding its passengers’ expectations for value and comfort.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

SurveySensum

MARCH 12, 2025

Your feedback might scream that airline passengers are fuming over ground supportbut hold on. Lets break it down with an example of a cross-tabulation table for a Krab Airline. Lets try again with our Krab Airline example. Surveys are packed with data, but raw numbers dont tell the whole story. Which flights? Which routes?

Airlines 52

Airlines Net Promoter Score Travel Customer Satisfaction 52

InMoment XI

MAY 31, 2022

Whether it’s diffusing unruly airline passengers or a fight over Pokemon cards ( not even kidding ), many employees are experiencing enforcement fatigue from attempting to uphold COVID regulations in the face of hostile customers. As you might expect, this aggression has resulted in big changes when it comes to employee expectations.

Employee Experience 397

Employee Experience Airlines 2022 Brands 397

Experience Investigators by 360Connext

MARCH 26, 2015

I own my own business, meaning I can’t always be faithful to one airline. But I enjoyed some little touches and thought I’d praise those companies who thought about the experiences enough to make my travels a little more enjoyable. Airport lounges rock my world (quietly). Seriously. This means I jump from one brand to another.

Travel 282

Travel Hotels Guest Experience Airlines 282

InMoment XI

JULY 16, 2024

Consider the example of United Airlines, which faced a major backlash after a video of a passenger being forcibly removed from an overbooked flight went viral. The initial response from the airline was widely criticized as inadequate and insincere, leading to significant reputational damage and a loss of customer trust.

Management 195

Management Social Media Hotels Airlines 195