ShepHyken

AUGUST 18, 2021

We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. If I had to book a flight on an airline, why would I choose one over another? That leaves airline schedules, seat availability, etc.

Airlines 173

Airlines Customer Experience 2021 Customer Service Training 173

ShepHyken

OCTOBER 20, 2024

How 5 Brands Use Relationship Marketing to Create Loyal Customers by Industry Dive (Industry Dive) Nearly 70% of consumers will pay more for brands that they love. Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. Let’s learn from some of the best.

Article 74

Article 2024 Customer Service 2025 74

InMoment XI

JULY 16, 2024

A staggering 94% of consumers avoid a business due to negative reviews. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. For instance, glowing reviews and endorsements can act as powerful testimonials that sway undecided consumers.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

A staggering 94% of consumers avoid a business due to negative reviews. The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. For instance, glowing reviews and endorsements can act as powerful testimonials that sway undecided consumers.

Management 195

Management Social Media Hotels Airlines 195

QuestionPro Audience

JANUARY 3, 2017

In order to best accommodate travelers, airlines offer several additional services where travelers can upgrade their seats, access airline exclusive lounges, and purchase in-flight food and entertainment. This gives airlines the perfect opportunity to boost their end-of-year sales numbers. Select your respondents.

Airlines 60

Airlines Loyalty Brands Rewards Programs 60

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

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Consumers are becoming a lot more deliberate in their pursuit of pleasure – but also a lot more deliberate in other spending categories. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

GetFeedback

JANUARY 12, 2020

What’s behind the improved performance is what some call the “loyalty effect.” Great experiences lead to higher levels of customer loyalty which, over time, not only increases revenue growth but also reduces costs. . Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

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

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. For instance, airlines like Delta use sentiment analysis to identify unhappy customers and proactively offer solutions.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

Alida

JANUARY 29, 2018

Keeping a level head can de-escalate the immediate issue, while also cementing existing loyalty and even transforming a consumer who might be new to your brand into a regular. Instead, seize the opportunity to convert anger back into loyalty and positive engagement. Anger prevention cements loyalty.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Currency Alliance

OCTOBER 12, 2020

About three years ago, I was flying from Barcelona to New York on United Airlines. That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

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

Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. Southwest Airlines could offer first-class seating, but they don’t.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

GetFeedback

JUNE 10, 2019

Real-time survey responses give management the ability to recover customers instantly, helping to reduce churn and improve loyalty. Surveys are also a way for a brand to present itself in front of consumers. If not, they risk losing them to other airlines. Use the forms as if they were one of your products.

Feedback 199

Feedback Airlines Travel Customers 199

ijgolding

SEPTEMBER 2, 2015

Ryanair are now the largest international airline IN THE WORLD!!!!! They have become so large, that they are the 6th largest airline overall – only surpassed with airlines that have significant domestic traffic. Love them or hate them, no-one can ignore the hard, simple facts. It has not all been plain sailing though.

Airlines 87

Airlines Travel 2014 Financial 87

GetFeedback

NOVEMBER 20, 2018

It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty. And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. And they’re losing profit as a result.

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

Beyond Philosophy

JUNE 1, 2015

And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Key among these are: Integrate Loyalty Into the Full Experience. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Experience Matters

SEPTEMBER 9, 2014

The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. consumers describing their experiences with and their loyalty to 268 companies.

2014 126

2014 ROI Net Promoter Score Customer Experience 126

Alida

MAY 11, 2016

Used to measure customer loyalty, NPS asks a single question: “How likely are you to recommend X?”. 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.

NPS 177

NPS Customer Satisfaction Net Promoter Score 2003 177

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. AI-driven insights provide consumer behaviors and preferences, as well as uncover new trends and overall a more personalized experience.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

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

Experience Matters

JUNE 16, 2015

Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? Meanwhile, the percentage of those who are likely to try new offerings ranges from 70% for major appliances and software firms down to 52% for banks.

2015 102

2015 Wireless Net Promoter Score Airlines 102

Experience Investigators by 360Connext

JUNE 1, 2017

Yes, those moments of delight can create great stories of loyalty, but what all of us are seeking as customers are simple ways to get what we need. ” Heather Figallo , Senior Director of Innovation and Labs at Southwest Airlines , also talked about the importance of innovation for customer experience.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

Win the Customer

NOVEMBER 14, 2016

In the UK, more and more consumers are refusing to accept poor quality customer service. According to a January 2016 report from the Ombudsman Service, 82% of consumers said they wouldn’t put up with poor service without taking action. Let your customers rave. See how one good response can pay for itself over and over again?

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

Beyond Philosophy

JUNE 4, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that really connecting, and having an emotionally-based relationship, with customers is the key to leveraging loyalty and advocacy behavior. These companies are also invariably quite disciplined and proactive.

Financial 144

Financial White Paper Books Airlines 144

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? . Of course, one consumer purchase of a Gulfstream jet would overshadow a small business owner buying office supplies.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. These emotions destroy value, whereas emotions in the recommendation and advocacy cluster – such as feeling happy, pleased and cared for—build long-term value and customer loyalty.

Net Promoter Score 138

Net Promoter Score Hospitality Webinar Airlines 138

Beyond Philosophy

DECEMBER 10, 2018

And consumers are tired of them. But the surveys we receive from airlines, rental car companies, telecoms and the like don’t feel that way. We may not have any particular loyalty to this company, and we don’t believe them when they say “We value your opinion!”. In principle, there’s still nothing wrong with a survey.

Social Media 158

Social Media Hospitality Airlines Hotels 158

CSM Magazine

OCTOBER 21, 2024

User-Friendly Loyalty Programs Nobody needs another loyalty card that sits gathering dust at the bottom of a wallet. People love unlocking levels, whether they’re collecting airline miles or free coffee. And that trust builds loyalty. A great rewards program is intuitive, easy to join, and worth the effort.

Retail 52

Retail Engagement 2029 Customer Experience 52

ShepHyken

SEPTEMBER 15, 2024

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service by CRM Magazine (CRM Magazine) Customers resolve only 14 percent of their service and support issues fully in self-service, and even for issues that customers describe as very simple, only 36 percent resolve fully in self-service, Gartner found in a new consumer study.

Article 82

Article Loyalty Programs Customer Service 2024 82

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

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

Currency Alliance

FEBRUARY 26, 2021

So, with competition across nearly every category, all companies now need a loyalty strategy. Not every company needs a loyalty program with points, gift cards, or other incentives, but very few businesses can survive without a base of loyal customers that makes up 30-50% of recurring total sales. Evolution of businesses’ CX functions.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Currency Alliance

AUGUST 15, 2024

This is precisely what loyalty programs were originally designed for, as marketing platforms purpose-built for measuring and incentivizing customer engagement, including when the customer is not shopping with your brand. Personalization comprises four key strategic initiatives.

Loyalty Programs 52

Loyalty Programs Loyalty Marketing Airlines 52