ProProfs Chat

AUGUST 28, 2020

That’s why customers have higher expectations from you. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand.

Customer Expectations 105

Customer Expectations Net Promoter Score E-support Customers 105

ijgolding

NOVEMBER 18, 2014

Both of these emotions build a level of expectation that presents a challenge for the organisations we interact with – the challenge being that it is their role to try to meet it! The question is, would they be able to meet my expectations or not? W Hotels were not the only brand to fail to meet my expectation last week.

Customer Expectations 86

Customer Expectations Hotels Airlines Travel 86

GetFeedback

JANUARY 12, 2020

But what about customer requests that, if implemented, would undermine the brand promise? Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. airline, which has a more than a four-decade record of leading the U.S. Some call it a “ cattle call.” About the guest author.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers.

Management 195

Management Social Media Hotels Airlines 195

Beyond Philosophy

JUNE 15, 2018

This video from Sanlam Investments explains it well (and in under a minute): Mental Accounting is why customers will make strange buying decisions from time to time. Airlines Run Mental Accounting Too Often in the Red. This T-Mobile ad is an excellent example of how mental accounting and other costs can affect your customers.

Airlines 144

Airlines Books 2018 Customer Experience 144

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! The best ones evolve with the marketplace and ever-changing customer expectations.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Beyond Philosophy

MARCH 23, 2018

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. They looked at the flying times for comparable flights between the same cities on the same airlines and at the same time of year. Airlines are Managing Customer Expectations.

Airlines 124

Airlines Management Transportation Reference 124

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Intro Voice: (00:04).

Customer Expectations 85

Customer Expectations Management Communication Customers 85

Advantage Communications

OCTOBER 9, 2024

The airline industry is one of the most customer-centric industries, where every interaction matters—whether it's booking a flight, modifying a reservation, or managing a last-minute cancellation. This is the largest gap across all industries, highlighting a significant challenge for airlines in meeting customer expectations.

Airlines 52

Airlines Customer Experience 2023 Books 52

GetFeedback

JUNE 10, 2019

Here’s a great example of a customer satisfaction survey from Volotea that measures the qualitative experience after flying with this European low-cost airline. In such a competitive environment, Volotea needs to make sure that the service it provides satisfies their customers.

Feedback 199

Feedback Airlines Travel Customers 199

CSM Magazine

FEBRUARY 5, 2025

Airline Industry: Transparency and Communication in Service Failures Flight delays and cancellations are among the most challenging customer service failures, and airlines often find themselves under scrutiny when disruptions occur. The quality of the response plays an equally crucial role.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

GetFeedback

SEPTEMBER 2, 2019

The authors also state that the reason these companies can stay profitable despite appalling customer service is that they own large market shares in their industry usually consisting of millions of customers. Little wonder people are most frustrated with airlines, internet, cable, and telephone service providers.

2019 210

2019 Article Net Promoter Score Financial 210

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. IKEA might get away with selling super-expensive furniture, but they don’t.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

Inbenta

OCTOBER 30, 2024

As the pace of business picks up, meeting customer expectations while delivering timely and accurate information can be a challenge. Customers may phrase their questions differently: “What time should I arrive?” ” or “When do the gates close?

Airlines 52

Airlines Demo User Experience Information 52

Beyond Philosophy

AUGUST 11, 2022

He said he thought the combination of high customer expectations, lack of customer awareness, insufficient staffing, and absence of empathy led to a perfect storm for poor experiences. The deficit happened because people were not flying as much during the pandemic, so the airlines laid off the pilots.

Airlines 146

Airlines Net Promoter Score Culture Travel 146

LoyaltyPlus

MAY 11, 2022

The International Air Transport Association (IATA) estimates that global revenues for airlines were down by 44% last year when compared to 2019 figures. Fortunately, operations have resumed with airlines looking for more creative ways of re-engaging with customers.

Airlines 40

Airlines Loyalty Travel Transportation 40

InMoment XI

NOVEMBER 20, 2023

Predictive Analytics for Anticipating Needs AI’s predictive analytics capabilities empower businesses to anticipate customer needs and preferences. By analyzing historical data, AI systems can forecast trends, helping businesses stay ahead of customer expectations.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

ShepHyken

JUNE 17, 2018

The author of this excellent article uses Southwest Airlines as an example of a company that has created such a great relationship with their customers (passengers) that they give the airline the benefit of the doubt and “cut them slack” when things go wrong. Even if you don’t you’ll enjoy this article.)

Article 83

Article 2018 Customer Service Airlines 83

Beyond Philosophy

JUNE 4, 2015

Every function that delivers experience is ‘closed-loop’ and 360 degree, carefully maintaining a balance between customer expectations and what is actually executed. Exemplars of branded customer experience also understand that there is a ‘journey’ for customers in relationships with preferred companies.

Financial 144

Financial White Paper Books Airlines 144

Win the Customer

NOVEMBER 14, 2016

The accessibility offered by social media has blurred ‘business-hours-only’ boundaries and now your customers expect you to be available 24/7. In one Social Habit survey , 32% of respondents said they expect a reply within 30 minutes of contacting a brand on social media. Conclusion.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

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

TechSee

MARCH 26, 2019

While a wide range of factors can affect NPS, there are common elements that directly impact the metric and the overall customer experience. If customers receive service in line with their initial expectations, that customer is likely to default to the ‘passives’ category. Automobile. Appliances. Computers.

Net Promoter Score 136

Net Promoter Score NPS Contact Center Call Center 136

Customers Rock!

AUGUST 16, 2012

And when things go wrong, customers often flock to social media to air their grievances; a perfect example is the article I recently co-authored for Forbes Online, with Mark Fidelman , about the Southwest Airlines 3 Million Fan Flash Sale fiasco. In my book , I talk about Killer Customer Service. Expectations.

Social Media 91

Social Media Airlines Customers Books 91

Customer Bliss

MAY 15, 2019

The value she took with her as a customer was over $40,000 a year. Customers Expect to Be Known. This is our opportunity to say to customers, “We know you, we value you. ” Signal That You Value Customer Loyalty: A Case Study. Do You Provide Your Team the Tools to Do So?

Chief Customer Officer 164

Chief Customer Officer Airlines Hospitality Loyalty Programs 164

GetFeedback

JANUARY 6, 2020

The activities of the account team along with many other IBMers help deliver on the experience that customers expected and built loyalty for the long-term. . With that in mind, it’s important to prioritize customer personas by business value. Customers are not worth the same, nor should they be treated the same.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

ShepHyken

SEPTEMBER 15, 2024

Restaurants, retail stores, salons and a wide range of businesses leverage loyalty programs to keep customers coming back and transform occasional customers into frequent shoppers. Switchfly outlines how these programs have evolved from punch cards, trading stamps and airline miles into dynamic, tech-driven solutions.

Article 86

Article Loyalty Programs Customer Service 2024 86

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Companies are integrating AI into their CX to get a better handle on customer care.

Customer Expectations 53

Customer Expectations Management Communication Customers 53

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Companies are integrating AI into their CX to get a better handle on customer care.

Customer Expectations 52

Customer Expectations Management Communication Customers 52

CSM Magazine

FEBRUARY 5, 2025

Why Tech-Human Hybrid Contact Centers Are the Future Today’s customers expect fast solutions, accurate responses, and empathetic communication. Here we examine the mechanisms driving this fresh perspective and see how they pay off in satisfaction, efficiency, and growth.

Contact Center 52

Contact Center E Commerce E-support Social Media 52

Alida

SEPTEMBER 22, 2016

MARU/VCR&C’s Matt Kleinschmit moderated a session featuring market research leaders from World Vision Canada, Warner Bros Home Entertainment, Southwest Airlines and PepsiCo, who said implementing new technologies and methodologies is necessary to adapt to the evolving consumer market. Brands are failing to meet customer expectations.

2016 267

2016 Innovation Marketing Insights 267

CX Accelerator

JUNE 19, 2018

Even well-meaning front line employees can struggle to show empathy to customers when they are pressured to focus on business processes or demands. Sometimes a lack of empathy is obvious and glaring, for example, when United Airlines personnel violently dragged a passenger out of a plane.

Customer Experience 159

Customer Experience Customer Journey Airlines Customers 159

Kerry Bodine

JULY 20, 2015

This is great news for the pessimists whose strategy is to expect the worst and then enjoy a pleasant surprise when the apocalypse doesn’t happen. But in the customer experience world, this doesn’t fly. Instead, you need to align your customers’ expectations with the experience you can actually deliver. Never , JetBlue?

Airlines 83

Airlines Insurance Customer Expectations Customers 83

Bill Quiseng

OCTOBER 3, 2024

The audience has paid very good money to see the show and expects the actors to deliver their performance with the same passion as on opening night. Your customers expect nothing less. Your customers, like any audience, can see right through that kind of performance. So start with the customer’s name.

Airlines 88

Airlines Books Loyalty Customer Expectations 88

OpinionLab

JUNE 17, 2016

The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations. The impact of smart devices on customer behavior is undeniable.

E Commerce 74

E Commerce 2015 Multi-Channel Telecommunications 74

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. In today’s connected world, customer service experiences — especially the bad ones — often spread like wildfire.

Hospitality 74

Hospitality Travel Brands Airlines 74