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.

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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.

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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?

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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 […].

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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

Inbenta

JULY 29, 2021

8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. These situations call for superior airline customer service. Achieving top-notch airline support with chatbots. Airline chatbot examples. Let’s face it. Automate flight search & bookings.

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Airlines Travel Books 2015 88

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

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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.

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Airlines Customer Experience Article Customers 312

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.

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Airlines Travel Hotels E Commerce 81

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.

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Airlines Government Webinar ROI 370

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?

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Airlines Customer Experience 2021 Customer Service Training 174

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.)

Airlines 372

Airlines 2020 Social Media Hotels 372

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.

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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.

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Airlines Customer Experience Insurance Innovation 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.

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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.

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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%.

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Customer Satisfaction Apparel Insurance Wireless 293

eglobalis

NOVEMBER 26, 2024

Example: Embraer’s Metrics Embraer combines retention analytics with qualitative feedback from airline clients to refine its empathy-driven initiatives. Develop Client-Specific KPIs: Measure metrics like response time improvements and proactive issue resolution rates.

B2B 406

B2B B2C Culture Workshop 406

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

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.

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Customer Service Training Airlines Customer Service Advertising 90

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.

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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

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. ).

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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

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

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

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you choose to fly with this airline over the others? .

Fashion 133

Fashion Interaction Airlines Customer Service Training 133

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

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

ShepHyken

MARCH 8, 2021

Singapore Airlines Opens a Customer-Service School for Businesses by Katie Deighton. Introducing a newcome to the list, Singapore Airlines. They have the reputation for being one of the best airlines in the world. You could hire the training professionals at Ritz-Carlton, Disney, Zappos, and even our company, The Customer Focus.

2021 149

2021 Article Customer Service Airlines 149

ShepHyken

OCTOBER 31, 2023

But if the company leaders know how much they can give away without losing money and incorporate it into a competitive price, they may have a value proposition that gets and keeps customers. Southwest Airlines is the perfect example of this. It markets the heck out of Two Bags Fly Free®.

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Airlines Workshop Customer Service Training Marketing 144