Experience Investigators by 360Connext

JANUARY 21, 2015

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. In the case of airlines, yes, they want to travel to a certain destination.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

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. At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings. The checked baggage fees. The snacks we don’t get anymore.

Airlines 129

Airlines Travel Books Consulting 129

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Southwest Airlines is a great Customer-centric airline with excellent employee engagement.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Experience Investigators by 360Connext

MARCH 4, 2015

Industries that have long held customers because of lack of choices like airlines, cable and financial institutions are now beginning to pay the piper! Adam and I discussed how one particular airline, RyanAir , made a change swiftly when they saw the negative impact of a policy of treating customers poorly. What do you think?

Customer Service 282

Customer Service Airlines 2014 Social Media 282

Experience Investigators by 360Connext

DECEMBER 15, 2014

This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. How do you gauge customer value? But how do they define “most valued?

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

InMoment XI

OCTOBER 28, 2021

As Jan Carlzon, former CEO of Scandinavian airline SAS, once said, “If you’re not serving the customer, your job is to be serving someone who is.”. In my previous role leading customer experience for Hertz, I was also responsible for Voice of the Customer, CRM, and Loyalty. Every Team Owns Part of the Customer Experience.

Airlines 370

Airlines Government Webinar ROI 370

CX Accelerator

NOVEMBER 7, 2023

It’s at that point I realized that I never received an email from the airline after booking my flight. When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

Beyond Philosophy

JUNE 9, 2015

They still approach their airline with an internal focus. Ryanair is raising its “core fees” starting next Monday (which, to be fair, is what other airlines do, too. Passenger inertia is not Customer loyalty. New Webinar: How to Design & Build an Effective Loyalty Program. Follow Colin Shaw on Twitter @ColinShaw_CX.

Loyalty 137

Loyalty Loyalty Programs Airlines Webinar 137

BlueOcean

APRIL 1, 2025

One airline was on the hook for tens of thousands of dollars because of what their chatbot had erroneously said to customers. Without proper guardrails, generative AI will create answers for any questioneven when there’s only one correct response or when no valid answer exists. The consequences can be severe.

Customers 156

Customers Effort Score Airlines Customer Journey 156

Experience Investigators by 360Connext

JULY 15, 2015

Assume that customers will always be loyal, for loyalty’s sake. Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. Skills don’t create customer loyalty. Phone numbers, maps and directions, or an email link should be clearly visible.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

SurveySensum

OCTOBER 28, 2024

Some say it can reveal everything from customer loyalty to future revenue growth. Well, I believe it to be true… Companies with a high NPS grow twice as fast as their competitors, and in a world where customer loyalty directly influences your revenue, that’s no small feat. NPS is a legend in the world of CX KPIs.

NPS 52

NPS Loyalty Demo Customer Satisfaction 52

Experience Investigators by 360Connext

DECEMBER 29, 2014

This post compares the mission statements of two airlines and it’s sure to get you thinking about your own. Blog Culture Customer Engagement Customer Experience Customer Journey Mapping customer service Featured communication culture customer touchpoints journey mapping leadership linkedin loyalty management Must-Read'

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

MARCH 26, 2015

I own my own business, meaning I can’t always be faithful to one airline. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Blog Customer Experience customer service Featured Opinion B2B guest experience linkedin loyalty microinteractions travel experience'

Travel 282

Travel Hotels Guest Experience Airlines 282

ShepHyken

DECEMBER 9, 2024

Customer loyalty is fragile. “Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors.

Feedback 74

Feedback 2025 Airlines Hospitality 74

Experience Investigators by 360Connext

NOVEMBER 17, 2020

We know that building loyalty requires more positive interactions than negative ones. I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Yet most business plans don’t have a “customer appreciation program” section. Don’t turn it into a sales pitch.

2020 372

2020 Airlines Social Media Hotels 372

Experience Investigators by 360Connext

JANUARY 8, 2018

They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience. Airlines have long practiced “re-accommodating” ticketed passengers. Customers complained but it didn’t necessarily impact their loyalty…until the infamous video. ).

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. If I had to book a flight on an airline, why would I choose one over another? That leaves airline schedules, seat availability, etc. And that may be the reason I choose one airline over another. ? .

Airlines 173

Airlines Customer Experience 2021 Customer Service Training 173

ShepHyken

APRIL 18, 2018

Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is. But, when it comes to a loyalty program , that is going to drive repeat business, there are three types. Is one type of loyalty program better than the other?

Loyalty Programs 91

Loyalty Programs Loyalty Airlines Customer Service Training 91

SurveyGizmo

FEBRUARY 4, 2021

Loyalty and retention are not the same, but they are definitely related. Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. However, when it comes to industry, CSAT varies. . A new list of benchmarks is published each year by ACSI, with minor quarterly updates. . Below is the complete list of the newest CSAT benchmarks. Ambulatory Care: 77%. Apparel: 79%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

Inbenta

JULY 29, 2021

8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. These situations call for superior airline customer service. Achieving top-notch airline support with chatbots. Airline chatbot examples. Let’s face it. Automate flight search & bookings.

Airlines 88

Airlines Travel Books 2015 88

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Tailoring experiences based on current trends and insights enhances customer engagement and loyalty. Overlooking it might spell your downfall. References “Social Commerce Statistics.”

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. Tailoring experiences based on current trends and insights enhances customer engagement and loyalty. Overlooking it might spell your downfall. References “Social Commerce Statistics.”

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

NOVEMBER 19, 2024

These cases were either not real, misidentified judges, or featured non-existent airlines. It combines sentiment analysis, predictive modeling, and real-time insights to help you drive customer satisfaction and loyalty. The model invented six cases, which the lawyers used to support their arguments without verifying their accuracy.

Reference 195

Reference Contact Center Healthcare Financial 195

Experience Investigators by 360Connext

DECEMBER 11, 2014

Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! Loyalty does not mean forever for customers. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. This inevitably leads to problems and customers disappear.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

ShepHyken

OCTOBER 20, 2024

Personalization, consistency, fun, trust, and a loyalty program are what helps these brands create customer loyalty. The author uses three rockstar brands, Amazon, Southwest Airlines, and L’Oréal, to help us understand customer-centricity. Anything less than meeting those higher expectations results in reduced loyalty.

Article 77

Article 2024 Customer Service 2025 77

GetFeedback

JANUARY 12, 2020

What’s behind the improved performance is what some call the “loyalty effect.” Great experiences lead to higher levels of customer loyalty which, over time, not only increases revenue growth but also reduces costs. . Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. When it comes to the airline industry the weather, so to speak, is frighteningly challenging. In fact, I’ve often thought about opening an airline and transforming service in that industry.”. Such things as….

Airlines 92

Airlines Travel Transportation Customer Centricity 92

Alida

JANUARY 29, 2018

Keeping a level head can de-escalate the immediate issue, while also cementing existing loyalty and even transforming a consumer who might be new to your brand into a regular. Instead, seize the opportunity to convert anger back into loyalty and positive engagement. Anger prevention cements loyalty.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Currency Alliance

OCTOBER 12, 2020

About three years ago, I was flying from Barcelona to New York on United Airlines. That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Experience Investigators by 360Connext

JANUARY 26, 2015

The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. 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.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Beyond Philosophy

JUNE 15, 2018

Airlines Run Mental Accounting Too Often in the Red. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. Airlines’ pricing often irritates and disappoints customers. These surcharges feel annoying, a far cry from the happy and pleased emotions airlines should be seeking.

Airlines 144

Airlines Books 2018 Customer Experience 144

CSM Magazine

FEBRUARY 5, 2025

You’ll see how thoughtful recovery strategies can rebuild trust, exceed expectations, and even create lasting loyalty. When all three align, customers often reward the company with loyalty. However, some airlines have set benchmarks in service recovery by focusing on transparency and open communication.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

Thematic

MARCH 30, 2025

Instead of waiting for calls, an airline uses customer service insights to get ahead of the storm. By analyzing real-time social media and support tickets, the airline can detect rising frustration. Build Loyalty with Proactive Support Strategies Customers stick with brands that make them feel understood. The result?

Information 62

Information Insights Customer Service Airlines 62

Very Best Service

DECEMBER 3, 2024

For instance, airlines like Delta use sentiment analysis to identify unhappy customers and proactively offer solutions. Here are some strategies for providing empathetic and personalized customer service: Active Listening: Truly listening to customers' concerns and feedback can foster trust and loyalty.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Mark leads Hilton’s customer strategy as SVP and global head of loyalty & partnerships. Power-winning guest loyalty program. Episode Overview. Mark was a great guest in that regard. About Mark.

Chief Customer Officer 0

Chief Customer Officer Hospitality Travel Hotels 0

Beyond Philosophy

DECEMBER 14, 2023

However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. The problem lies in the assumption that ALL repeat business is motivated by loyalty. Let’s begin by defining customer loyalty and inertia. Take a moment to consider to whom in your life you feel loyalty.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88