InMoment XI

JULY 16, 2024

A staggering 94% of consumers avoid a business due to negative reviews. Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results.

Management 195

Management Social Media Hotels Airlines 195

CSM Magazine

NOVEMBER 1, 2022

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. The consumer trends that will shape 2023 are: Consumer loyalty will be won through personal connections, not pure efficiency.

2023 98

2023 Consumers Airlines Loyalty 98

GetFeedback

JULY 19, 2019

Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. Some are calling CX the new marketing, others are calling it the new brand. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. We all feel it.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

GetFeedback

NOVEMBER 20, 2018

And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. Customer satisfaction: the brand maintenance metric. Customer satisfaction is broadly defined as the happiness level of a particular customer after a single interaction with a brand. See for yourself!

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

Retently

AUGUST 22, 2018

“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience.

Airlines 73

Airlines Customer Satisfaction NPS Net Promoter Score 73

ShepHyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Since the global pandemic hugely impacted the airline sector, the metaverse has become increasingly important. Accelerated conversions while decreasing fallouts .

Airlines 74

Airlines Travel Hotels E Commerce 74

GetFeedback

JANUARY 12, 2020

In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Briefly, the argument is that leading CX brands outperform laggards by a lot. But what about customer requests that, if implemented, would undermine the brand promise?

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Below are real-life examples of how brands have delivered excellent customer service to transform a negative customer interaction into a positive experience.

Social Media 133

Social Media Wireless Airlines Loyalty 133

ijgolding

NOVEMBER 13, 2014

I have always described Ryanair as ‘the brand we love to hate’ Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off. If I were any other airline in the industry, I would be very afraid.

Brands 99

Brands Airlines Financial Travel 99

ijgolding

SEPTEMBER 2, 2015

On the one hand I am referring to a well known brand as ‘the world’s largest’ and on the other, I am asking whether or not they have changed. If a brand is the world’s largest, why would it even need to change? Ryanair are now the largest international airline IN THE WORLD!!!!!

Airlines 87

Airlines Travel 2014 Financial 87

QuestionPro Audience

JANUARY 3, 2018

Companies are using their mobile applications to reach the consumer directly, therefore eliminating the uncertainty that has existed when previously booking travel. . Mobile technology creates a completely different experience at the airport, for both the customer and airline.

Travel 117

Travel 2018 Airlines Books 117

eGain Blogs

JUNE 24, 2022

These are not subjective awards—they are based on quantitative data gathered from tens of thousands of consumers on the customer service experiences of leading brands. Airlines: 2 of top 4. 1 rank in Services: Transportation and travel – Low-cost airlines. #1 Here are some examples for this year. Forrester CX rankings.

Consumers 87

Consumers Airlines Magazine Transportation 87

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. As I’ll discuss later, most consumers are a lot like me. Are you actually loyal to any of these companies or brands? Loyalty nothing to do with it.

Loyalty 137

Loyalty Loyalty Programs Airlines 2012 137

Beyond Philosophy

FEBRUARY 5, 2015

Most brands and corporations get by on transactional approaches to customer relationships. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another. Beyond simply selling a product or service, these ‘experiential brands’ connect with their customers.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

Alida

MAY 11, 2016

Companies of all sizes from virtually all industries now use NPS , including Hubspot , Airbnb and JetBlue Airlines. Too many surveys with too many questions turn off consumers,” notes the article. Consumers] who do respond often do not make it through the whole survey, especially if it’s longer than a couple of questions.”.

NPS 177

NPS Customer Satisfaction Net Promoter Score 2003 177

GetFeedback

JUNE 10, 2019

Surveys are also a way for a brand to present itself in front of consumers. Leave plenty of white space: Your form should appear uncluttered and visually clean so that people don’t feel it’ll be time-consuming and difficult to fill in. If not, they risk losing them to other airlines.

Feedback 199

Feedback Airlines Travel Customers 199

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

Beyond Philosophy

FEBRUARY 17, 2020

Messina coined the phrase Conversational Commerce in 2016 to describe all the changes happening in the way we interact with customers in the consumer marketplace. Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . Messina is an expert on this subject.

Social Media 166

Social Media Call Center 2016 Multi-Channel 166

Alida

OCTOBER 13, 2017

The session featured Nathan Foco, senior director of market intelligence from Priority Health, Molly Schmied, director of market research and insights from The Ohio State University, and Virginia Russell, senior business consultant of customer intelligence from Southwest Airlines. Think about your customer’s experiences outside your brand.

Airlines 100

Airlines Customer Experience Customer Journey Webinar 100

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

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization.

Financial 144

Financial White Paper Books Airlines 144

Win the Customer

NOVEMBER 14, 2016

Smart brands have embraced the concept of social customer service and know that it makes sense to engage with their customers, right there on social media. Think about it: why would a customer wait for weeks for an email response when they can tweet a brand and get an answer immediately? A stream of new ideas.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ijgolding

SEPTEMBER 21, 2015

‘On Purpose’ wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having ‘an authentic and credible sense of purpose’ It explores why this matters to consumers and employees alike – we all need to have an emotional connection with the purpose of a brand.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Beyond Philosophy

MARCH 31, 2020

I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc. Which COVID-19 Related Consumer Behavior Shifts Are Here To Stay? So airlines might even stream live to passengers how the plane is being cleaned … who knows.

E Commerce 199

E Commerce Airlines Hospitality Travel 199

Experience Investigators by 360Connext

JUNE 1, 2017

Your customers have experiences with you, and judge their relationship with your brand based on how they feel about those experiences, whether you want them to or not. Stop discounting the connection between your employees “Net Promoter Score” and how your customers feel about your brand. ” @jeanniecw Click To Tweet.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

Up Your Service

MAY 3, 2017

But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others. However, smart companies see this as an opportunity to create brand evangelists. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Brands Airlines 74

Oracle

MARCH 18, 2021

According to a McKinsey report, available seat miles on US airlines were down 71% in April 2020 from the previous year. And for the most avid travelers engaged in airline, credit card, and hotel loyalty programs, 2020 provided extremely limited opportunities to maintain status, earn points, or redeem travel rewards.

Loyalty Programs 62

Loyalty Programs Travel Loyalty Airlines 62

GetFeedback

JANUARY 6, 2020

Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers. Just one company selling to one consumer, right? . What is the difference between B2B and B2C? At a high level, the difference is obvious. Not so fast. . Sorry, not quite.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Currency Alliance

JUNE 1, 2020

The long break in spending habits due to Covid-19 will cause customers to re-evaluate their relationship with brands. This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. People in Barcelona are buying a lot more ice-cream lately.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Second to None

AUGUST 2, 2018

Every brand, across most industries, is trying to simultaneously capture and avoid viral moments on a daily basis. Ideally, these small instances captured by a cell phone camera help galvanize both current and potential patrons so that they get a clear picture of your brand message in a natural setting.

Brands 59

Brands Airlines Social Media Voice of Customer 59

Hallmark Business Connections

OCTOBER 27, 2020

Brands should take their customers’ loneliness as a rallying cry to step up and step into roles that bring more human interaction and caring into the world. The majority of Americans interact with at least one business daily—not to mention encountering 4,000 to 10,000 ads every day—so brands hold immense power in turning this tide.

Airlines 98

Airlines Telecommunications Social Media Presentation 98

NetBase

JANUARY 28, 2020

NetBase Quid will give businesses an unprecedented solution to understanding consumer and market data. The combined company is the next generation consumer and market intelligence platform. This new company will provide the ultimate resource in understanding consumer context.”. Leadership View: The NetBase Quid Difference.

Social Media 124

Social Media Airlines 2010 Leadership 124

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. .

Hospitality 62

Hospitality Travel Brands Average Handle Time 62

Alida

JULY 28, 2016

Big data refers to the massive amount of information amassed digitally—every time we watch something on cable TV, buy airline or concert tickets, purchase something in a department store, do just about anything online and so on. Customer intelligence that involves more direct human-to-human interactions with consumers remains vital.

2010 160

2010 Social Media 2016 2013 160

C3Centricity

AUGUST 17, 2020

This is no longer possible as customers are sharing their experiences of companies and brands far more than just six months ago. Another CNBC article highlights others including cruises, fitness, energy and airlines. 89% of consumers have stopped doing business with a company after experiencing poor customer service.

Customer Centricity 118

Customer Centricity Social Media Poor Customer Service Airlines 118

Eptica

JULY 8, 2020

Author: Pauline Ashenden - Demand Generation Manager Building trust with consumers relies on companies delivering fast, accurate and above all consistent answers to their customer service questions, whenever a consumer makes contact and whatever channel they choose. So how can brands deliver consistency?

Customer Experience 111

Customer Experience 2020 Banking Consumers 111

Interactions

MARCH 19, 2020

Consumers are scrambling to contact airlines and hotels to cancel or change their bookings. . Amidst this chaos with emotions running high, customers still expect these brands to show empathy and offer fast, efficient, and effective solutions. Especially in times of need, consumers want brands to show empathy and support.

Customer Service 96

Customer Service Contact Center Travel Airlines 96