Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. How do you gauge customer value?

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way. Customers flying through Sacramento might have seen a handwritten thank you note attached to their luggage when they arrived at their destination last month. Don’t turn it into a sales pitch.

2020 372

2020 Airlines Social Media Hotels 372

Experience Investigators by 360Connext

JANUARY 26, 2015

As customers, we don’t see the difference between our corner coffee shop and a multinational corporation. So customers tell me, again and again, that I should really pitch this improvement idea to three industries. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Experience Investigators by 360Connext

JULY 15, 2015

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. And the experiences their customers report reflect that.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

ShepHyken

JULY 1, 2022

Since the global pandemic hugely impacted the airline sector, the metaverse has become increasingly important. Travel businesses are developing systems that will allow customers to virtually experience?hotel Customer Engagement Framework in Tech Mahindra. Understand the customers . Optimizing performance .

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Airlines Travel Hotels E Commerce 77

Think Customers

OCTOBER 18, 2015

After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system.

Airlines 74

Airlines Blog Customers Customer Engagement 74

Experience Investigators by 360Connext

MARCH 26, 2015

I own my own business, meaning I can’t always be faithful to one airline. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Travel 282

Travel Hotels Guest Experience Airlines 282

CloudCherry

APRIL 5, 2019

Translate Strategy to Experience – There’s evidence that companies which are known for delivering extraordinary customer experiences are also those which are clear about their leading value discipline. . Such as, The Ritz Carlton, Amazon, Apple, Costco, Footlocker, Lowes, Southwest Airlines, Google, USAA, and Netflix.

Marketing 278

Marketing Customer Experience B2B Airlines 278

Experience Investigators by 360Connext

DECEMBER 11, 2014

This inevitably leads to problems and customers disappear. The best companies begin with a mission directly aimed at customers. Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

InMoment XI

JULY 16, 2024

Personalized Customer Interactions Deepening the understanding of individual customer preferences and behaviors is key to personalizing communications and offers. Tailoring experiences based on current trends and insights enhances customer engagement and loyalty.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

Personalized Customer Interactions Deepening the understanding of individual customer preferences and behaviors is key to personalizing communications and offers. Tailoring experiences based on current trends and insights enhances customer engagement and loyalty.

Management 195

Management Social Media Hotels Airlines 195

Think Customers

APRIL 5, 2016

More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. percent in 2014 to 79.9

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Airlines 2001 2014 2015 56

Beyond Philosophy

AUGUST 20, 2015

A great example of this is the airlines. I had my airport habits well set by the time the airlines introduced self-check in. So the airlines intervened. Making an Intervention to Habitual Behavior. I fly a lot and have for several years. So because self-check in wasn’t part of my habit, I skipped it.

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Airlines Customers Books Reference 166

ShepHyken

DECEMBER 21, 2020

My Comment: But, are you doing a good job in those (and other areas) of the customer experience? ZDNet) The COVID-19 pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology.

2020 124

2020 Article Customer Service Airlines 124

Kitewheel

FEBRUARY 11, 2020

The customer experience for airlines is made even worse by the shrinking window for customers to reach their gate, frustration at people cutting in line, or a sense that there are not enough attendants at the front desk, gate, or any other location. For an airline, long or unwieldy lines also represent a business problem.

Airlines 52

Airlines Loyalty Programs Travel Download 52

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Episode Overview.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Beyond Philosophy

FEBRUARY 5, 2015

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. They market, and create experiences, within the branded vision. Starbucks might make more money selling Pepsi, but they don’t.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

Michelli Experience

APRIL 19, 2017

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Airlines 85

Airlines Customers Customer Experience Design Customer Engagement 85

Tricia Morris

JANUARY 29, 2016

This evolution, from corporate to customer control of relationships, is known as customer engagement – and without it, your business will become vulnerable to competitors, disruptors, and yes, even those pesky Creepers. So what can Minecraft teach us about customer engagement? You never win. And it is breathtaking.

Customer Engagement 71

Customer Engagement Engagement Travel Advertising 71

Currency Alliance

FEBRUARY 26, 2021

In most companies, the loyalty program operates as a fairly separate business with little coordination among other departments that coordinate customer touchpoints. Nearly every function of a business should have some responsibility for building loyalty among customers. These trends will only accelerate.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” She was the perfect frontliner for American Airlines – or for that matter, any type of business. .

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Airlines Customer Service Training Presentation Customer Service 133

Michelli Experience

AUGUST 22, 2017

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. In fairness, other airlines have faced similar flight delays due to computer-related “glitches” during the same time frame. Overbooking and United’s Technology Initiatives.

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Airlines Travel Consulting Customer Experience Professionals 45

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

Some Corporate Vision, Mission & Values Statements Get Close… Some corporate vision and mission statements can be a great jumping-off point for a Customer Experience Mission. ” Their employees are known to be warm, friendly and fun.

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Airlines Brands Hotels Apparel 214

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it. Four airline employees were needed in Louisville, so they needed four seats.

Airlines 48

Airlines Customer Service Social Media Magazine 48

CSM Magazine

FEBRUARY 26, 2019

As new channels emerge, customers expect that the servicing brand will provide proactive information through all channels of communication, eliminating the need for them to reach the brand and initiate a contact.

Engagement 63

Engagement Multi-Channel Customer Engagement Omnichannel 63

Alida

JUNE 15, 2016

He discusses the steps smart market researchers should take to get closer to customers and integrate findings across the rest of the enterprise. Poynter looks at international airline Cathay Pacific as an example of what brands should be doing.

Marketing 124

Marketing Airlines 2015 Customer Centricity 124

LoyaltyPlus

MARCH 23, 2022

The saving grace for airlines has been the growth of cargo. Putting this in perspective, cargo typically constituted 10% of the airline business before the pandemic. It should therefore come as no surprise that the familiar concept of airlines rewarding agents or freight forwarders has gathered renewed momentum.

Airlines 40

Airlines Loyalty E-support Customer Relationship Management 40

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride. by Scott Kendrick.

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Article 2018 Airlines Customer Service 78

LoyaltyPlus

NOVEMBER 10, 2020

We’re all very aware of the unique and unprecedented challenges airlines face today. As a well-established Loyalty Solution provider, previously sold as the branded solution for a well known PSS, we are perhaps one of the best kept secrets in the airline market in terms of our own brand. But now we’re emerging into the open market.

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Airlines Loyalty 2007 Webinar 40

ShepHyken

FEBRUARY 13, 2024

Whether the customer drives a $25,000 Ford or a $250,000 Ferrari, if they are treated poorly, they aren’t coming back. Regardless of what store you go to, what hotel you stay at, what airline you fly, and what car dealership you do business with, it’s not about the grandeur or the glamour. It’s about how businesses make us feel.

Customer Experience 145

Customer Experience Transportation Hotels Airlines 145

Think Customers

DECEMBER 12, 2014

Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy customerobsessedcultures cxcurriculum forrester southwestairlines usaa'

Airlines 75

Airlines Customer Experience Professionals Culture Financial 75

ShepHyken

JANUARY 18, 2019

It’d be like getting on an airline that’s committed to a great in-flight experience, but the pilot’s messages can only be 30 seconds in length, flight attendant interactions are limited, and you have a brief survey at the end asking how your peanuts were. Would you consider that a great customer experience?

Blog 99

Blog Customer Experience Contact Center Airlines 99

Beyond Philosophy

JULY 23, 2015

I read on an airline magazine that Tuesday is the most productive day of the week. I wonder, is that because engagement on Social media kicks up on hump day? Customer Engagement: Is Social Media Working for Businesses? Productivity is crucial in one’s work. The least productive day is Wednesday. Reserve your spot today!

Social Media 155

Social Media Net Promoter Score Magazine Airlines 155

Michelli Experience

APRIL 25, 2017

Here are a few examples: Frequent interactions that involve saying “no” to customers. Few businesses have as many rules (no strollers, “No you can’t get up and go to the bathroom yet”, “Turn off your cell phone”, “Stop playing your music without headphones”, “No your bag is too large to go overhead.”). Customers must yield control.

Airlines 40

Airlines Customer Experience Travel Retail 40

Beyond Philosophy

FEBRUARY 27, 2017

These new perks revolutionize how all Hilton Honors members can use their Points, senior vice president and global head of customer engagement, loyalty and partnerships Mark Weinstein said in a press release. But rewards programs alone – no matter how good – aren’t going to create customer loyalty.

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Rewards Programs Hotels Travel Chief Customer Officer 133

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? Since that time it has consistently been among the highest profitable of full-service airlines around the world.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Michelli Experience

APRIL 19, 2017

The post {Infographic} A Contrarian View on the United Airlines Customer Nightmare appeared first on Joseph Michelli.

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Airlines Customers Customer Experience Design Customer Engagement 40