ShepHyken

SEPTEMBER 16, 2019

Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk. My Comment: Full disclosure: I do most of my flying on American Airlines. Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours by Jim Tincher.

Article 105

Article 2019 Airlines Customer Service 105

SurveySensum

MARCH 12, 2025

Your feedback might scream that airline passengers are fuming over ground supportbut hold on. Lets break it down with an example of a cross-tabulation table for a Krab Airline. Lets try again with our Krab Airline example. Surveys are packed with data, but raw numbers dont tell the whole story. Which flights? Which routes?

Airlines 52

Airlines Net Promoter Score Travel Customer Satisfaction 52

GetFeedback

SEPTEMBER 2, 2019

Little wonder people are most frustrated with airlines, internet, cable, and telephone service providers. The authors also state that the reason these companies can stay profitable despite appalling customer service is that they own large market shares in their industry usually consisting of millions of customers.

2019 210

2019 Article Net Promoter Score Financial 210

Beyond Philosophy

FEBRUARY 5, 2015

Southwest Airlines could offer first-class seating, but they don’t. Then, promise and created expectations must at least equal real-world touchpoint results (such as through service), initially and over time, with a minimum of disappointment. They market, and create experiences, within the branded vision.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

Beyond Philosophy

JUNE 4, 2015

It also means that every transaction and touchpoint interaction, and the long-term relationship, needed to carry forward the organization’s unique character, must be a reflection of the perceived value represented to the customer. Companies need to focus on the touchpoints which are most influential.

Financial 144

Financial White Paper Books Airlines 144

Advantage Communications

OCTOBER 9, 2024

The airline industry is one of the most customer-centric industries, where every interaction matters—whether it's booking a flight, modifying a reservation, or managing a last-minute cancellation. From reservation systems to handling customer inquiries, outsourcing allows airlines to focus on what they do best while enhancing their services.

Airlines 52

Airlines Customer Experience 2023 Books 52

ShepHyken

SEPTEMBER 11, 2023

To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints. Plus, Shep and Jason talk about the NPS leaders in various industries, including automotive, groceries, airlines, and more. Quotes: “Happier customers are more valuable to the business.

Net Promoter Score 134

Net Promoter Score NPS Automotive Poor Customer Service 134

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Q: How does one tackle a 40-Touchpoint (or more) customer journey as it pertains to providing a consistent Customer Experience throughout all departments?

Customer Experience 111

Customer Experience Airlines Banking Retail 111

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. When you offer only one better touchpoint, all the other points look and feel even worse.

Roadmap 113

Roadmap Customer Experience Airlines Travel 113

Experience Investigators by 360Connext

MAY 16, 2023

Southwest Airlines, while still recovering from their holiday-time meltdown, is known for proactively addressing customer concerns. On This Southwest Airlines Flight, Almost Everything Went Wrong. And when that does happen, they want to hear directly from the brand. I flew with them several years ago and the wifi was just bad.

Airlines 143

Airlines Feedback 2023 Customer Service Representative 143

ShepHyken

MARCH 10, 2024

Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times. How to Identify and Improve Your Customer Journey Touchpoints by SurveyMonkey (SurveyMonkey) The customer experience is a direct result of several interactions across their journey.

Article 83

Article Customer Service 2024 Airlines 83

CSM Magazine

FEBRUARY 5, 2025

AI Chatbots and Virtual Assistants Chatbots are often the first touchpoint in a hybrid contact center. Example : An airline customer requesting reimbursement for a canceled flight speaks with a human agent after the chatbot collects all necessary information, such as flight details and refund eligibility.

Contact Center 52

Contact Center E Commerce E-support Social Media 52

CX Journey

OCTOBER 13, 2015

Customer service is one component of that customer experience, albeit a major customer touchpoint. Gary Kelly, Southwest Airlines CEO. We know that delivering a great customer experience is critical to the success of a business. Without customers, what's the point?

Customer Experience 82

Customer Experience Airlines 2015 Touchpoint 82

Forrester

JULY 2, 2015

JetBlue was the highest-rated airline in Forrester's CX Index. It's a solid omnichannel experience across digital touchpoints on multiple devices and the airline's employees are friendly, helpful, and empowered to fix customer problems as they occur. If an airline can overcome these barriers, why can't your federal agency?

Airlines 84

Airlines Customer Experience Government Omnichannel 84

Customer Enthusiast

JUNE 1, 2015

The former head of SAS Airlines, Jan Carlzon, coined the term ‘moments of truth’ in 1987, referring to every time an employee of the company came into contact with a customer. Today, the same meaning is applied to ‘touchpoints along the customer journey’.

Airlines 75

Airlines 2015 Exceptional Customer Service Omnichannel 75

InMoment XI

NOVEMBER 20, 2023

Example : Airlines use sentiment analysis to assess customer feedback on social media, addressing concerns and improving overall customer satisfaction. Streamlining Customer Journey AI optimizes the entire customer journey by streamlining processes and reducing friction at every touchpoint.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

CustomerGauge

JANUARY 27, 2016

Transactional surveys investigate the experience a customer has had within a particular transaction/interaction (what is commonly called a touchpoint). For example, an airline might choose only to survey its economy class customers, as it knows that 1st class and Business class experiences high loyalty.

Net Promoter Score 75

Net Promoter Score NPS B2C Touchpoint 75

GetFeedback

JANUARY 6, 2020

Winning CX initiatives–those achieving tangible benefits or a competitive edge–tend to include more stages (also known as touchpoints) in journey maps. Let’s take a B2C example, such as passenger airlines which have millions of customers. The biggest differences are found in pre-purchase stages as you can see here.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

ijgolding

SEPTEMBER 26, 2017

” Getting passengers to their chosen destination is the most basic of basic needs an airline is expected fulfil. In yet another PR disaster for the airline industry , Ryanair’s management failings have led to thousands of passengers NOT having their basic needs met. These touchpoints are equally as important.

Airlines 30

Airlines Touchpoint Definition Customer Journey 30

Pointillist

MAY 23, 2018

Forrester defines customer journey analytics is “an analytics practice that combines quantitative and qualitative data to analyze customer behaviors and motivations across touchpoints and over time to optimize customer interactions and predict future behavior.”. Uncover behavioral segments.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

ShepHyken

AUGUST 11, 2024

And in today’s digitally driven world, there are more customer touchpoints and ways of communicating than ever before, making it imperative to get CX right. In short, the computer systems from United, American, Delta, and other major airlines went down, stranding and/or delaying travelers for days.

Article 86

Article Customer Service Loyalty Programs 2024 86

ProProfs Chat

AUGUST 19, 2020

Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies.

Customer Service 105

Customer Service Net Promoter Score Airlines Touchpoint 105

Customer Enthusiast

JUNE 1, 2015

The former head of SAS Airlines, Jan Carlzon, coined the term ‘moments of truth’ in 1987, referring to every time an employee of the company came into contact with a customer. Today, the same meaning is applied to ‘touchpoints along the customer journey’.

Airlines 65

Airlines 2015 Exceptional Customer Service Omnichannel 65

Zeisler Consulting

DECEMBER 8, 2021

From perusing your website, to making a selection there or in a physical location, to paying, to delivery, use, and re-purchase, Customers engage with your company along an entire journey filled with touchpoints not only directly related to what you build or do, but also in ways you might not even consider. Their reaction to my email?

Airlines 72

Airlines Travel Books Brands 72

Customer Guru

MAY 8, 2018

He also discusses the touchpoints and factors that organizations need to focus on for embracing the customer first culture. I worked closely with one of the leading Airlines company based out of the USA on their CX initiative. Which is the one CX initiative you had pioneered that you are proud of the most?

Culture 71

Culture Loyalty Programs Airlines Customer Centricity 71

Maru Group

JUNE 5, 2023

Airlines can differentiate their offer through their airport lounges. Airlines can differentiate their offer through their airport lounges. It is a crucial touchpoint on the journey providing an opportunity to drive loyalty through the brand experience. The role of staff is a vital brand touchpoint. Learn more

Airlines 52

Airlines Travel Touchpoint 2023 52

Michelli Experience

APRIL 14, 2017

We were on our way to a wedding in Norway, with a layover in Hamburg, when the airline lost my husband’s luggage. Furthermore, this should be unique to each brand, survey, and even touchpoint. Tired and frustrated, we headed to a local department store to buy a whole new wardrobe. Emotion analysis for actionable insights.

Feedback 89

Feedback NPS Airlines 2016 89

ShepHyken

MAY 16, 2022

He also believes it’s important to measure the touchpoints found in a customer journey map. Power 2022 North America Airline Satisfaction Study. My Comment: This is more of a press release announcing the investment that Southwest Airlines is making into the customer experience.

2022 66

2022 Article Customer Service Net Promoter Score 66

ijgolding

MARCH 31, 2017

Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. And the employees were fantastic, but maybe some of the touchpoints could have had a better design.

Customer Experience 65

Customer Experience Airlines Travel Customer Experience Professionals 65

Kustomer

JANUARY 2, 2024

Delta Flight Attendant Comforts Nervous Passenger To kick off 2023, a Delta airlines flight attendant , Floyd Dean-Shannon, sat in the aisle of the aircraft to comfort a nervous passenger on a flight to JFK. He calmly explained every sound and bump, holding her hand when the passenger was scared.

2023 90

2023 Customer Service 2024 Airlines 90

West Monroe

JULY 6, 2022

We tell our airlines to text us for delays, banks to call us for overdrafts, restaurants to send push notifications in our apps when our food is ready, and cell phone providers to answer our questions via chat. Every touchpoint should be available in a way that’s both easy and digitally accessible. Conclusion.

Customer Experience 98

Customer Experience 2011 Events Touchpoint 98

SurveySensum

DECEMBER 18, 2024

To improve customer tolerance level, you can: Add more customer touchpoints for assistance Enhance transparency about service issues Simplify accessibility and processes 3. Your customers’ tolerance level indicates how forgiving they are when faced with service interruptions or product inconsistencies.

Net Promoter Score 52

Net Promoter Score NPS Insurance Metrics 52

Hero Digital

MARCH 12, 2019

Instead of trying to integrate all touchpoints at once, create a test case with a high likelihood of delivering an acceptable and short term ROI. An airline, for example, might choose a group of their frequent flyers who sometimes board other airlines on competing routes. Understand Each Customer Touchpoint.

Customer Experience 46

Customer Experience Airlines E Commerce Touchpoint 46

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. For airlines and hotel groups, frequent customers are business travelers, so their partner mixes are heavily biased toward fellow travel brands.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model. Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. United Airlines passenger dragged off a flight: PR nightmare, customer churn, stock plunge. Influencing Companywide Model.

Sports 62

Sports Chief Customer Officer 2024 Customer Centricity 62

Currency Alliance

FEBRUARY 26, 2021

But those significant advances now have diminishing returns, so companies need to be considering the customer experience across all touchpoints; not just digital. What needs to happen next is for CX to infiltrate every customer-facing part of the company to help customers save time, and obtain better overall experiences from every touchpoint.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Pointillist

JUNE 15, 2018

Different customers will have different experiences and you will visually be able to see each one, the various touchpoints encountered and the actions taken from there. The first step is to integrate customer data available to you from different touchpoints. Knowing who is who on the subscriber level is the tricky bit.”.

Customer Retention 110

Customer Retention Loyalty Programs Customer Journey Loyalty 110