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.

Customer Service 282

Customer Service Airlines 2014 Social Media 282

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

InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

The Role of Social Media and Reviews in Online Reputation Management For years now, social media and online reviews have emerged as pivotal elements in shaping consumer behavior and business outcomes. Moreover, the unstructured data generated from social media and reviews can be a goldmine for businesses.

Management 195

Management Social Media Hotels Airlines 195

Lumoa

OCTOBER 13, 2017

Brands are often missing that “social media” is a social platform. Although social media is often used for advertising and brand awareness, do you remember that the best advertisement is a happy customer? Social interaction and engagement is what makes your brand personal and builds connection to the audience.

Social Media 102

Social Media Customer Experience 2015 2017 102

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof.

Social Media 89

Social Media Customer Service Marketing Airlines 89

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Internet Social Media: 72%. 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%. Athletic Shoes: 79%. Banks: 81%. Breweries: 85%.

Customer Satisfaction 293

Customer Satisfaction Apparel Insurance Wireless 293

ShepHyken

DECEMBER 9, 2024

“Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers’ experiences.

Feedback 74

Feedback 2025 Airlines Hospitality 74

Experience Investigators by 360Connext

JULY 15, 2015

Companies like Southwest Airlines and Zappo’s have made it a huge part of their culture to make sure they recruit the right people. Your employees play a huge role in driving your customer experience. If they’re unhappy, unfriendly or just plain bored with their jobs, that will translate into a miserable experience for your customers.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

Experience Investigators by 360Connext

JANUARY 26, 2015

Social Customer Care: Best Practices for Major Engagement. Are you ready to engage with customers on social media? There are a few things you need to know about social customer care before you jump in, and many brands are blowing it! Mobile Communications. Cable/Satellite TV. I totally get it. 30, January 2015.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

InMoment XI

JANUARY 3, 2013

In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of.

Social Media 150

Social Media Automotive Airlines Customer Experience 150

InMoment XI

JANUARY 3, 2013

In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of.

Social Media 150

Social Media Automotive Airlines Customer Experience 150

InMoment XI

JANUARY 3, 2013

In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of.

Social Media 150

Social Media Automotive Airlines Customer Experience 150

Experience Investigators by 360Connext

JANUARY 8, 2018

Look for trends in social media. Airlines have long practiced “re-accommodating” ticketed passengers. How can you find those unstable parts of the journey and level them out for your customers, before you get carried away with bigger goals? Here are a few ideas: 1. It may not be a HUGE deal yet, but it could become one later.

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

Experience Investigators by 360Connext

MARCH 26, 2015

I own my own business, meaning I can’t always be faithful to one airline. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Travel 282

Travel Hotels Guest Experience Airlines 282

Customer Bliss

MARCH 2, 2016

The middle of the road — i.e. just doing what’s expected — is not enough in a world of social media where customers have the megaphone and are talking about how you improve their lives. Mediocrity in service and customer experiences don’t cut it. She’s honestly one of my personal heroes.

Customer Experience 164

Customer Experience Airlines Social Media Leadership 164

Very Best Service

DECEMBER 3, 2024

For instance, airlines like Delta use sentiment analysis to identify unhappy customers and proactively offer solutions. Companies like Starbucks actively engage with customers on social media, addressing inquiries and resolving issues promptly.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. A study from Applied Marketing Science in collaboration with the social media company highlights the importance of acknowledging negative tweets.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Experience Investigators by 360Connext

DECEMBER 11, 2014

Take Southwest Airlines, whose mission is about service, without even mentioning an airplane! And when there is no mission around what to deliver, employees are left to make it up as they go. This inevitably leads to problems and customers disappear. The best companies begin with a mission directly aimed at customers.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Experience Investigators by 360Connext

MAY 23, 2019

As a young model, Kloss used social media to share “behind the scenes” life at runway shows. Kloss made the argument about representing herself as she was – a young person using social media to build a fanbase – plus who her fans were. .”

Insights 40

Insights Net Promoter Score Social Media Events 40

NetBase

MAY 9, 2019

Though Social Media Analytics has been a common business tool for nearly a decade now, various aspects still feel mysterious and confusing to those who haven’t followed its progression. What Is Social Media Monitoring? <Currently What Is Social Campaign Analysis? What Is Social Sentiment Analysis?

Social Media 62

Social Media 2019 Airlines Consumers 62

ShepHyken

JULY 1, 2022

More and more people are learning about different places through these different apps and social media platforms. In the evolving times, all it takes is a click of a button on social media to make it viral! Since the global pandemic hugely impacted the airline sector, the metaverse has become increasingly important.

Airlines 77

Airlines Travel Hotels E Commerce 77

Beyond Philosophy

JULY 23, 2015

I think that social media to excess might be the next generation’s big regret. I read on an airline magazine that Tuesday is the most productive day of the week. I wonder, is that because engagement on Social media kicks up on hump day? Social media is here to stay. So how do we fix this?

Social Media 155

Social Media Net Promoter Score Magazine Airlines 155

Russel Lolacher

JUNE 7, 2021

One of the biggest mistakes I’ve seen organizations do on social media, is treating it like it’s not SOCIAL media. For example, I recently tried to engage with the twitter account of the Canadian arm of an international airline. Defining Social Media. So I tried that too. No response.

Social Media 75

Social Media Customer Relationship Management Engagement Communication 75

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Encourage customers to tag your brand on social media or use specific hashtags to connect with other customers and your brand’s larger community. Recently, many of the airlines that pioneered loyalty programs have disappointed loyal customers by changing the rules. And don’t be afraid to recognize the community at large.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Comm100

OCTOBER 17, 2017

With the fame came a wave of social media engagement. New customers and fans of the show posted comments and reviews of Amy’s Baking Company to social media channels like Facebook, Yelp, Twitter, and Reddit. The problem is, although many companies already use social media, they aren’t using it the right way.

Social Media 71

Social Media Customer Service Download Customer Care 71

GetFeedback

NOVEMBER 20, 2018

Think for a moment about all the companies you didn’t do business with because you heard complaints about them from a friend or on social media. . And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines.

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

Beyond Philosophy

FEBRUARY 17, 2020

Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. Some brands have similar relationships with their customers, especially in social media. .

Social Media 166

Social Media Call Center 2016 Multi-Channel 166

Beyond Philosophy

APRIL 17, 2017

When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up like a Roman candle. Who would have thought you could be beaten up for insisting on your right to use an airline ticket you paid for? He wasn’t re-accommodated!

Airlines 110

Airlines Social Media Travel Customer Centricity 110

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. Let’s say a flight is delayed.

Information 62

Information Insights Customer Service Airlines 62

Experience Investigators by 360Connext

APRIL 28, 2017

Who wants to work in a place where customers complain both to and about the employees in viral videos and publicly on social media ? Delta Airlines Cargo is a bigger business than you may realize as a regular airline passenger. These changes have improved the employee experience in dramatic ways, too! Save 1,000 words.

Airlines 152

Airlines 2017 Metrics Social Media 152

NetBase

JULY 15, 2020

Social Media Analytics has been a common business tool for a good bit of time now, yet various aspects still feel mysterious and confusing. Our Social Media Analytics Guide was created to break down and define these distinctions so you understand how to use each tool for maximum brand impact. How can I learn more?

Social Media 52

Social Media Brands Airlines Consumers 52

Customer Bliss

FEBRUARY 21, 2018

Build A Culture That Supports “Wiggle Room” You may know from some of my social media and blog posts that I’m a fan of Southwest Airlines. I mention this because Southwest Airlines is a company that Dan and Chip Heath feature in their book, due to its spontaneity enabling culture.

Airlines 168

Airlines Culture Books Social Media 168

InMoment XI

NOVEMBER 20, 2023

By processing vast amounts of unstructured data, such as social media interactions and customer reviews, AI extracts valuable information that can be used to tailor products, services, and marketing campaigns to meet the evolving needs of the customer base.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

Brandwatch CX

JANUARY 30, 2019

We use social media as an outlet to vent our frustrations. We use social media to research brands and get suggestions before we purchase products. We reach out to brands on social media, and expect them to respond to us. But which brands are truly making the most of social media? The winners.

Brands 95

Brands Customer Experience Social Media Airlines 95

Beyond Philosophy

MARCH 21, 2016

When considering your offer, this new generation will dig deeper into social media to find where the best employee experiences exist. Employee Ambassadors Help Create a Positive Social Media Presence. What do we mean by positive social media presence? What kind of adjectives are we talking about there?

2016 113

2016 Social Media CEM Employee Experience 113

TechSee

OCTOBER 15, 2019

Beyond the loss of their business, these customers present a threat as they could negatively influence others, especially in the era of social media. A recent survey revealed that 76% of customers who churned after experiencing poor service admitted sharing their disappointment with others.

Customer Retention 107

Customer Retention Social Media Airlines Insurance 107