Beyond Philosophy

MARCH 31, 2020

I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc. So airlines might even stream live to passengers how the plane is being cleaned … who knows. appeared first on Customer Experience Consulting.

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Airlines Healthcare Government Self service 499

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. The second incident occurred on an American Airlines flight on its way to Europe. The airlines are not blameless in this either.

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Airlines Consulting Consulting Personalization 335

Beyond Philosophy

MARCH 23, 2018

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. They looked at the flying times for comparable flights between the same cities on the same airlines and at the same time of year. Airlines are Managing Customer Expectations.

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Airlines Management Transportation Consulting 310

Beyond Philosophy

DECEMBER 6, 2019

In our Global Customer Experience Consultancy, we were doing some work with an airline. This airline didn’t call customers passengers. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. They called them self-loading freight.

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Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

AUGUST 14, 2017

As a customer experience consultant and frequent traveler, I’m glad to see airports making an effort to improve the passenger experience. But with high passenger volume, airline cost-cutting measures, carry-on baggage restrictions and ever-changing security and airline rules, flying can still be stressful and unpleasant.

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Airlines Consulting Consulting Customer Experience 0

Beyond Philosophy

OCTOBER 29, 2020

For example, we were working with an airline that wanted to improve their experience. ” In essence, this alone tells you everything you need to know about this airline. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

OCTOBER 5, 2023

Ryanair, a European discount airline service, has made a whole airline out of this concept. Airlines started charging for checked bags around 15 years ago in the US. The exception is Southwest Airlines. The calculator would sometimes reveal that the British Airways fare was lower than the so-called low-fare airline.

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Airlines Consulting Consulting Education 379

Beyond Philosophy

MARCH 26, 2020

I’ve had two interesting emails from Southwest Airlines and Delta explaining what they were doing to respond to the crisis. Moreover, people still talk about the fact that Southwest Airlines were the only airline after 9/11 that let people change flights without any additional costs. Be transparent.

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Airlines Consulting Consulting Call Center 348

Beyond Philosophy

FEBRUARY 5, 2015

Southwest Airlines could offer first-class seating, but they don’t. They market, and create experiences, within the branded vision. IKEA might get away with selling super-expensive furniture, but they don’t. Starbucks might make more money selling Pepsi, but they don’t.

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Customer Experience Customer centricity B2C Airlines 391

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? The treatment this man received was deplorable.

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Airlines Customer centricity Consulting Consulting 276

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. As Customer Experience consultants we are always going on about how emotions drive over half of the outcome for your Customer Experience. How to Measure Customer Emotions.

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

NOVEMBER 1, 2019

The airlines were smart about interrupting automatic and repetitive behavior when they installed self-check-in kiosks. ” However, the airline had people “combing the queue.” As they walked passengers through the process, the airline employees said things like, “See? Isn’t that simple?

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Airlines Education Self service Consulting 350

Beyond Philosophy

JANUARY 18, 2016

The flight attendant on Jetstar Airways, an Australian budget airline, asked the woman how many weeks she was gesturing at her midsection. Like many airlines, they have a policy that women after 28 weeks must turn over a doctor’s note that they are okay to fly. The airline later sent a flight voucher to apologize for the incident.

Airlines 274

Airlines Entertainment Banking Consulting 274

Beyond Philosophy

SEPTEMBER 19, 2014

If you are an airline that wants to put the fun back in flying for customers, add jokes to your safety videos to get people to watch them again and have good feelings associated with your brand. 5 Ways to Make a Great Impression on Your New Customer Airline Safety Videos: Changing Customer Behavior—for the Better! 10 August 2014.

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Airlines Consulting Consulting Metrics 296

Beyond Philosophy

AUGUST 11, 2022

The deficit happened because people were not flying as much during the pandemic, so the airlines laid off the pilots. Now, travel is back on, so airlines need pilots. So now, airlines have staffing shortages and cancellations. The post The World Is Going Crazy appeared first on CX Consulting. Subscribe today right here.

Airlines 365

Airlines Calibration Self service Consulting 365

Beyond Philosophy

NOVEMBER 8, 2019

Do you think the airline ticket will be the most expensive one if you buy it from Southwest Airlines? appeared first on Customer Experience Consulting. To demonstrate what we mean consider the following: Will an Apple product be the most affordable version on the market? Is Wal-Mart a high-end boutique?

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Airlines Consulting Consulting Customer Experience 281

Beyond Philosophy

JUNE 6, 2019

Airlines use it to help people check in for flights more efficiently, which is of great value to many passengers. To be fair, the airlines are improving their experience with customers by using facial recognition technology. We feel more comfortable with technology if we get value out of it. Reducing the Creepiness Factor.

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Airlines Banking Technology Customer emotions 354

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. Do it yourself, or engage with a customer experience consultant like us. Wrong Customer Experience.

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Customer Experience Airlines Customer centricity Surveys 285

ShepHyken

APRIL 17, 2019

That brings us to a dinner I recently attended where I met Terry Rapoch, a consultant from Dayton, Ohio. He didn’t like the way big airlines treated customers. Customers may have built up tolerance in the form of an experiential callus to the way the airlines treated them. He called it an experiential callus.

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Airlines Banking Consulting Consulting 261

Beyond Philosophy

MARCH 27, 2017

In our customer experience consultancy, we use a variety of tools to address these problems head-on. If you enjoyed this blog, you might also like: Cheap Airlines: Low Prices! Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Airlines Consulting Consulting Engineering 337

Beyond Philosophy

AUGUST 30, 2017

Brands know this, so they enlist the help of people we want to be more like to sell us shoes, cars, airlines, and in one surprising instance, male adult diapers: We are all aware of this tactic. We even read stories about how this actor or that athlete got a multi-million-dollar deal to hawk that airline or breakfast cereal.

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Airlines Consulting Consulting Customer Experience 325

Beyond Philosophy

FEBRUARY 17, 2020

For example, many years ago, he tweeted snarky comments about a recent Customer Experience he had with the airline JetBlue. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Many times, these interactions surprised Messina.

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Beyond Philosophy

NOVEMBER 22, 2017

But one of the core beliefs in our customer experience consultancy is that you must have a deep understanding of your customers. Unbelievable: Latest Airline Fiasco! Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Airlines Consulting Consulting Advertising 338

Beyond Philosophy

MAY 30, 2020

For example, before airlines, cruise ships crossed the Atlantic to the states, and there was a lot of competition to be the fastest crossing. Many organizations, especially those that use management consultants, are more comfortable doing what has always been done because it is easier to measure, quantify, and report results.

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Airlines Consulting Consulting Customer Experience 286

Beyond Philosophy

MARCH 21, 2016

Consider what adjectives you associate with the employee experience at Google, Starbucks, or Virgin Airlines? Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. What do we mean by positive social media presence?

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Employee engagement Airlines Consulting Consulting 282

Beyond Philosophy

AUGUST 1, 2018

I see it happen all too often as a global Customer Experience consultant. Over time, we opened an office in Florida and switched to a more convenient airline, Delta. We all know that business travelers with such a high status are the most profitable for airlines. Customers leave, and companies have no idea how it happened.

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Airlines Sales Consulting Consulting 299

Beyond Philosophy

FEBRUARY 27, 2017

I’ve also qualified for airline elite status after a busy travel year, and then watched the perks squandered when I didn’t fly as much in the next one. In our customer experience consultancy, we’ve found that there’s often little connection between the concept of employee loyalty and customer loyalty, and that’s a big mistake.

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Chief Customer Officer Airlines Morale Employee engagement 333

Beyond Philosophy

JUNE 27, 2019

For example, on a recent Delta Airlines flight, I boarded the plane based on facial recognition instead of a boarding pass. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Facial recognition is already being used in customer applications.

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Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

SEPTEMBER 23, 2021

The flight attendant told me the airline was canceling the flight and wanted to let me know first because I had so many miles with the airline. Also, the airline had already booked me on another flight and wanted to allow me to get off the plane before they told anyone else. Subscribe today right here.

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Airlines Feedback Self service Best practices 273

Beyond Philosophy

JULY 5, 2015

Companies that are customer-obsessed, and what makes them both unique and successful, have been extensively profiled by consultants and the business press. . – Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value.

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Customer centricity Complaint resolution Banking Airlines 279

Beyond Philosophy

AUGUST 8, 2016

As Customer Experience Consultants, we hear our clients worry about how much their Customer Experience program improvements will cost. This example of a high point in a Customer Experience from Southwest Airlines didn’t cost a dime—but it ended up on CNN Primetime, not to mention raising the spirits of the passengers on board.

Entertainment 264

Entertainment Airlines Consulting Consulting 264

Beyond Philosophy

APRIL 15, 2019

Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. In our global customer experience consultancy, we call this situation an inside-out approach or an environment focused on what is good for the company rather than what’s good for the customers.

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Customer Service Airlines Best practices Consulting 287

Beyond Philosophy

JULY 10, 2017

Airlines Are Using Spy Tech, Too. In our global Customer Experience consultancy, we suggest attending to the Emotional Signature®, which measures the level of their emotional engagement customers have with you. While innovative and enlightening, these tactics do not provide a comprehensive Customer Experience.

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Airlines Consulting Consulting Technology 313

Beyond Philosophy

JUNE 4, 2015

They included CarMax, BMW, Costco, Harley-Davidson, IKEA, JetBlue, Johnson & Johnson, New Balance, Patagonia, Timberland, Trader Joe’s, UPS, Wegmans, and Southwest Airlines. In the book, they have identified about 30 companies, from multiple industries, that met their criteria.

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Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

AUGUST 9, 2019

Since I don’t fill out the survey every time, they have a skewed view of how I feel about their airline. If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization’s marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

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Airlines Surveys Consulting Consulting 262

Beyond Philosophy

JUNE 25, 2021

Unfortunately, this stance upset the proponents of the new laws, who also fly with and work for the airline. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. It was quite a headache for their CEO and the organization as a whole.

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Customer Experience Airlines Consulting Consulting 383