Airlines Customer Experience Customer Focused Customer Retention 
ijgolding
MAY 2, 2017
Last week I wrote an article on the subject of ‘common sense’ To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. United Airlines. I am not about to repeat the story – do not panic! on March 2, 2017.
ShepHyken
NOVEMBER 26, 2018
Each week I read a number of customer service and customer experience articles from various resources. Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar.
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ijgolding
OCTOBER 19, 2015
Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Wow – Alan exemplifies the power of people in delivering great Customer Experiences.
ShepHyken
APRIL 17, 2017
My Comment: There is a difference between a customer loyalty program and a customer retention program. A repeat customer may not be a loyal customer. The goal of saving a defecting customer isn’t about making them loyal. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray.
ShepHyken
DECEMBER 3, 2018
Each week I read a number of customer service and customer experience articles from various resources. SmartBrief) As any business road warrior will tell you, air travel these days is far from a relaxing experience. The Mount Rushmore of Customer Service Leaders by John DiJulius. by Manish Nepal .
CSM Magazine
JUNE 21, 2018
Fatal flaws in customer experience (CX) foretell the demise of many companies. These and other widely available studies demonstrate the power of a superb customer experience: According to Harvard Business Review’s Employee-Customer-Profit Chain, a 1.3% Frontline Fanatics. The problem was really the management.)
ProProfs Chat
SEPTEMBER 20, 2019
Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Syed thus turned to Twitter and expressed his anger towards the airline. . After all, when a customer loses the luggage, they expect the issue to be resolved at the earliest.
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