Experience Investigators by 360Connext
MARCH 4, 2015
We released our 15th episode , and it’s been quite the learning experience for my co-host Adam Toporek from Customers That Stick and me! Better customer service FTW. In episode 15, we tackle the subject of how certain industries can get away with treating customers poorly and still get good business results.
Beyond Philosophy
SEPTEMBER 20, 2017
RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. However, over the past year or so, company CEO Michael O’Leary claims to have changed his customer-hating ways.
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Experience Investigators by 360Connext
APRIL 7, 2015
We booked our flight through US Airways , but all our flights were operated by American Airlines. It should be noted it was booked this way through the airline, meaning we weren’t cobbling together two flights. The AIRLINE changed both flight times in the months between booking and leaving. Thanks, AA! No complaints.
Customer Bliss
APRIL 4, 2017
Southwest Airlines has an industry-standard approach to promoting people from within. Sonya LaCore actually began as a flight attendant, rose through many levels of service leadership with in-flight crews, and today is the leader of all in-flight operations. Episode Overview. About Sonya.
ShepHyken
MARCH 3, 2021
I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage. My memory of the few times my luggage was lost by the airlines includes waiting until I’m the last guy standing at the baggage carousel. Even the airline might not know where it is. None of us in that office are happy to be there.
Beyond Philosophy
JUNE 19, 2017
I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. As the New York Times recently reported , “Rich bonus packages for top executives are now largely tied to short-term income targets and fatter profit margins instead of customer service.”
Experience Investigators by 360Connext
JANUARY 21, 2015
But the experience is more than what a customer does after purchase. Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.
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