Airlines, CEM, Customer Experience Management and Touchpoint

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Airlines

CEM

Customer Experience Management

Touchpoint

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

FEBRUARY 5, 2015

They market, and create experiences, within the branded vision. Southwest Airlines could offer first-class seating, but they don’t. Every function delivering experience is ‘closed-loop’, maintaining balance between customer expectations and what is actually executed. Seven key customer experience questions.

CEM

CEM Customer Experience Customer Centricity B2C

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

For example, in the airline industry, customers with the highest CLV are frequent fliers. These customers have spent the most in the past and are most likely to spend more in the future, so keeping them on good terms is key. There is little doubt that losing frequent flyers hurts more than losing an average customer.

B2C

B2C B2B CEM 2001

CXDNA Update

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Lesson #10: B2B VoC and B2C VoC Are Completely Different

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