Forrester's Customer Insights

MARCH 30, 2020

Airlines have a major role to play in the global fight against the COVID-19 pandemic because they are part and fabric of this interconnected world, carrying people and cargo.

Airlines 49

Airlines Customer Service Customer Experience Customers 49

ShepHyken

DECEMBER 4, 2020

Let’s take an airline that invests in a paid facial recognition fast track experience at the security checkpoint. If this airline has primarily leisure travelers (i.e. If this airline has primarily leisure travelers (i.e. Wrong Customer Experience. And it is well worth the effort – for you, your brand, and your customers.

Roadmap 112

Roadmap Customer Experience Airlines Travel 112

Win the Customer

NOVEMBER 14, 2016

I bet you didn’t know your customers could also be one of your best sources of ideas. Social listening is a vital tool in business development as it can help you uncover customer needs and gain valuable customer insights. So, which companies do social customer service right? Don’t hesitate to engage.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

InMoment XI

NOVEMBER 20, 2023

The Benefits of AI Customer Experience The integration of Artificial Intelligence (AI) in Customer Experience (CX) strategies brings forth a multitude of advantages for businesses and their customers. Enhanced Customer Insights AI-driven CX analysis enables businesses to gain a profound understanding of their customers.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

Alida

SEPTEMBER 22, 2016

To deliver impactful and timely insight to business leaders in your company, you can’t rely on slow, traditional research methods. DEWALT’s award-winning insight community has resulted to savings of over $1 million in study costs this year and close to $6 million since its launch. Enhance marketing with customer insight.

2016 267

2016 Innovation Marketing Insights 267

Experience Investigators by 360Connext

JUNE 1, 2017

Instead, find ways to connect the dots between each employee’s individual success AND the team’s success with customer success. Money talks, but so do customers. Karen Mangia , VP of Customer Insights at Salesforce , shared the entire secret to becoming a company of $50 billion in revenue.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

GetFeedback

JANUARY 6, 2020

Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight. A business with hundreds, thousands, or even millions of customers has a big challenge: delivering experiences that don’t make customers feel like numbers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

CloudCherry

MARCH 14, 2019

He walked us through the five stages of voice of the customer maturity and shared advice on how CX teams can move their firm from Stage 1 Novices to Stage 5 Transformers. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.

Webinar 150

Webinar Insights Customer Insights Presentation 150

Forrester's Customer Insights

SEPTEMBER 21, 2014

As a pioneer of social listening in China''s aviation industry, Spring Airlines successfully leveraged social intelligence tools to differentiate its products and services, and my new report traces this journey. For instance, the airline provides social booking services on WeChat to enable customer-to-business product innovation.

Social Media 53

Social Media Airlines Transportation Travel 53

SurveySensum

NOVEMBER 26, 2024

This targeted approach means you won’t be overwhelmed by unnecessary metrics; instead, you can prioritize actions that will have the greatest effect on improving customer experience. Gil West (SEVP & COO, Delta Airlines) highlights the platform’s capability for real-time customer insight.

2025 52

2025 NPS Multi-Channel Feedback 52

OpinionLab

NOVEMBER 1, 2016

What was surprising to me is that based on the Forrester CX index that measures “effectiveness”, “ease” and “emotion” of a customer experience – mobile rated slightly higher than desktop on “effectiveness” and “ease”, but significantly higher on “emotion”. OpinionLab provides the real-time customer insight to help on both counts.

2016 98

2016 Innovation Return on Investment Airlines 98

InteractionMetrics

NOVEMBER 11, 2024

Key takeaways: NPS has become a gamed system: Companies often prioritize the score itself over genuine customer feedback, leading to data that’s not meaningful. Gather real customer insights: Improve surveys by using a combination of well-crafted surveys, in-depth interviews, and careful analysis of customer behavior.

NPS 52

NPS Net Promoter Score 2003 Airlines 52

Forrester's Customer Insights

AUGUST 3, 2020

I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.

Airlines 40

Airlines 2019 2020 Customers 40

Eptica

APRIL 18, 2018

Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. Share this page on: Tweet.

Travel 49

Travel Brands Airlines Customer Experience 49

Currency Alliance

DECEMBER 19, 2022

In loyalty, this can be especially powerful in using distressed inventory to create greater customer value for members, in adjusting margins based on demand, or proactively managing program liability. This will allow brands to build greater affinity by anticipating customer objectives and being present when the customer needs your help.

Loyalty 52

Loyalty Marketing Airlines Loyalty Programs 52

Michelli Experience

AUGUST 8, 2017

I am generally content with my airline experiences and I have a lot of them. That said, maybe airlines are moving even further in the direction of “experiential offerings.” That said, maybe airlines are moving even further in the direction of “experiential offerings.” Launching an airline is NO small feat.

Airlines 45

Airlines Travel Transportation Consulting 45

CX Journey

NOVEMBER 12, 2015

My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. Although I write a lot about Marketing requirements, customer insight is also key to designing and delivering for CX teams. Do your hands know more than you do?

2015 63

2015 Workshop Airlines Insights 63

Lumoa

DECEMBER 7, 2022

They both have extensive knowledge and experience in all CX competencies: from identifying key customer insights and setting a CX strategy to creating new customer experiences and a truly customer-centric culture. “Customer understanding is always at the core of what we do, as well as what we advise our own clients.

Customer Centricity 15

Customer Centricity Airlines Government 2021 15

Currency Alliance

OCTOBER 12, 2021

The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. The majority of existing partnerships at big loyalty programs are brokered with one goal in mind: creating more value for the most frequent customers.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Currency Alliance

MAY 9, 2019

Independent of market positioning, unique customer insight will become the primary competitive advantage. We discovered 6 years ago that during the customer’s trip, the most value we could provide after selling the airline ticket was to show alternative mobility options in the traveler’s destination.

Loyalty 56

Loyalty Loyalty Programs Airlines Travel 56

Forrester's Customer Insights

JANUARY 19, 2015

As I noted in an earlier report , Spring Airlines decided to build social listening functions to identify crises and perform basic brand tracking after struggling with a public relations crisis -- the backlash from airline staff blacklisting a passenger for complaining about flight delays -- on Sina Weibo in 2012. social listening.

Social Media 41

Social Media Airlines 2012 Customer Insights 41

Currency Alliance

JUNE 1, 2020

If you operate a hotel or airline, the margin on incremental revenue from rooms or seats that would have gone unsold is more than 80%. Create ‘wow’ moments to keep customers engaged. And don’t forget, when customers engage, you get the data and permission to continue marketing directly to them.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

OpinionLab

NOVEMBER 1, 2016

What was surprising to me is that based on the Forrester CX index that measures “effectiveness”, “ease” and “emotion” of a customer experience – mobile rated slightly higher than desktop on “effectiveness” and “ease”, but significantly higher on “emotion”. OpinionLab provides the real-time customer insight to help on both counts.

2016 60

2016 Innovation Return on Investment Airlines 60

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. Continue to make customer insights intriguing to all functional areas.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

Clarabridge

FEBRUARY 23, 2017

We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. This is your chance to shine a light on all that you’re doing to put the customer first. 3- Get some solid PR. 4- And of course, win some prizes !

2017 49

2017 Customer Experience Hotels Airlines 49

Currency Alliance

SEPTEMBER 5, 2018

But the model generally leaves too little for the program to finance worthwhile rewards for all but the most frequent customers. This isn’t a true coalition, as such; simply an ecosystem comprising airlines, car rental firms and hotel chains, in which customers can earn and spend a single points currency. Unfulfilled promises.

Loyalty 36

Loyalty Consumers Brands Airlines 36

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. And as those negative reviews mount up, so too can the chances of your NPS score slipping into negative territory.

NPS 78

NPS Customer Centricity Loyalty Presentation 78

Currency Alliance

SEPTEMBER 17, 2019

The infographic below shows the categories of customer spending typically included in an airline´s current loyalty program – and how much more room there is to expand partnerships into new categories. While anchored to an airline, it appeals to virtually everyone, because of the wide variety of earn and burn partners.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

8x8

FEBRUARY 6, 2019

Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. 8x8 X Series has enhanced speech analytics to provide voice of the customer insights, enabling companies to optimize customer experiences through data-driven decisions.

Contact Center 48

Contact Center Airlines 2021 Communication 48

ClearAction

MARCH 20, 2020

My friend Carol Borghesi, former SVP of Customers First Culture at TELUS, always reminds people about overlooking so-called cash in the attic. By this she’s referring to customer insights you have on-hand, that have yet to be harvested. In-situ feedback opportunities are less intrusive on customers’ time and energy.

Customer Centricity 62

Customer Centricity 2001 Voice of Customer Customers 62

Currency Alliance

NOVEMBER 17, 2020

putting the customer at the center of your business model. Layering customer-centricity on top implies a single view of the customer – augmented with data from outside your business, and having the tools to make customer insight actionable. The implications of digital transformation include.

2021 52

2021 Loyalty Loyalty Programs Travel 52

LoyaltyPlus

AUGUST 4, 2017

The LoyaltyPlus product models are designed to cater for small to large customer bases for airline, hospitality and retail Industries, providing a quick and effective passage to owning a loyalty programme in the cloud. Gain crucial customer insight – get the unfair advantage. Get the unfair advantage. Just Engage.

Customer Relationships 40

Customer Relationships Engagement Social Media Magazine 40

Forrester's Customer Insights

JULY 30, 2024

As someone who has shuttled between two continents I’ve called home for a few decades now, and as an erstwhile management consultant with a portfolio of global clients, I’ve clocked in the vicinity of five million airline miles.

Airlines 29

Airlines Consulting Management Consumers 29

Forrester's Customer Insights

JULY 30, 2024

As someone who has shuttled between two continents I’ve called home for a few decades now, and as an erstwhile management consultant with a portfolio of global clients, I’ve clocked in the vicinity of five million airline miles.

Airlines 29

Airlines Consulting Management Consumers 29

Currency Alliance

MARCH 5, 2019

Iain has a breadth of experience in all aspects of loyalty marketing and as Head of Strategy at Avios played a key role in the creation of a single, combined loyalty currency across International Airlines Group. Iain’s career in loyalty spans 20 years. Click here to visit Currency Alliance.

Magazine 58

Magazine Loyalty Loyalty Programs Entertainment 58

Currency Alliance

OCTOBER 27, 2017

It’s simply an acknowledgement that customers are going to spend money in many places anyway. So collaborating around a common currency can encourage customers to shop in other stores collaborating around a common currency. Hertz has 32 airline partners, Hilton and Marriott have 10-12 airline partners.

Loyalty 49

Loyalty Loyalty Programs Airlines Brands 49

Qualtrics

MARCH 25, 2021

Let’s dive into how video feedback works and how brands can use it for useful customer insights. The basic definition of video surveys : Companies ask customers specific questions about the brand, brand experience, product feature, etc. Why are customers feeling a particular way? How Alaska Airlines uses video surveys.

Airlines 49

Airlines Feedback Customers Consumers 49