Beyond Philosophy

OCTOBER 22, 2015

This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Over 50% of any Customer Experience behavior is driven by emotions. In business, there are times in a Customer Experience when things don’t go well, and it is not your fault. Let me explain.

Customer emotions 401

Customer emotions Airlines Consulting Consulting 401

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer.

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Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Among airlines, working in a supportive, trusting, fun, responsive and energetic culture isn’t confined to staff at Virgin.

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Airlines Consulting Consulting Enterprise 218

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.

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Customer Experience Airlines Customer centricity Surveys 281

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. However, this issue isn’t the only one facing society coming out of the pandemic.

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Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

JUNE 15, 2018

It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. Airlines Run Mental Accounting Too Often in the Red. Money order?

Airlines 360

Airlines Accountability Consulting Consulting 360

Beyond Philosophy

MARCH 31, 2020

It is in instances of trouble, problems and even more so – crisis, that the true nature and customer-centricity of organizations (and politicians) is shown. 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.

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Airlines Healthcare Government Self service 499

Beyond Philosophy

OCTOBER 7, 2021

Airlines have this a bit, too. Many times, you fly an airline even when you don’t like them. In this case, consider Ryanair, the budget airline in Europe. If some other airline provided better service at the same price, people would flock to them. . It’s the same situation with airline loyalty programs.

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Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. Where does the customer get put on your agenda? Where you discuss customers on the agenda reflects whether the organization prioritizes them.

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Customer centricity Airlines Consulting Consulting 427

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

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. Customer loyalty is a bit different. This distinction is often overlooked by companies that think their loyalty card is creating loyal customers.

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Airlines Consulting Consulting Education 344

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

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

AUGUST 14, 2017

These are negative emotions and they spell trouble for the overall customer experience. As a customer experience consultant and frequent traveler, I’m glad to see airports making an effort to improve the passenger experience. Cheap Airlines: Low Prices! Share your thoughts in the comments box below.

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Airlines Consulting Consulting Customer Experience 0

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

OCTOBER 5, 2023

Ryanair, a European discount airline service, has made a whole airline out of this concept. From a Customer Experience perspective, I find it challenging to champion telling Williams to add additional fees. What makes them especially bad is that they surprise customers if the costs seem hidden.

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Airlines Consulting Consulting Education 379

Beyond Philosophy

MARCH 26, 2020

Be open and honest with your customers. 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.

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Airlines Consulting Consulting Call Center 348

Beyond Philosophy

JANUARY 18, 2016

Here are 8 big mistakes with Customer Experience that we hope brands learned from: “It’s not the pants, it’s your body type” excuse from Lululemon. The flight attendant on Jetstar Airways, an Australian budget airline, asked the woman how many weeks she was gesturing at her midsection. We all have. This is one of my favorites.

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Airlines Entertainment Banking Consulting 274

Beyond Philosophy

NOVEMBER 1, 2019

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast.

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Airlines Education Self service Consulting 350

Beyond Philosophy

NOVEMBER 8, 2019

Do you think the airline ticket will be the most expensive one if you buy it from Southwest Airlines? It is their Price Image, which these brands have carefully cultivated through their Customer Experience choices. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

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Airlines Consulting Consulting Customer Experience 281

Beyond Philosophy

MARCH 27, 2017

But Jones’s departure, in my view, is just a symptom of the larger problems that are dragging down Uber’s reputation and, ultimately, its customer experience. Here’s what I see as the two main issues for Uber, from a customer experience perspective. The Customer Experience Will Suffer Too. Register here.

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Airlines Consulting Consulting Engineering 337

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. If you enjoyed this post, you might be interested in the following blogs: What Story Are You Telling Your Customers Today? 10 August 2014.

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Airlines Consulting Consulting Metrics 296

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept.

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Customer Experience Engineering Customer centricity B2C 210

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. Those benefits should be crystal clear to your customers.

Airlines 354

Airlines Banking Technology Customer emotions 354

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Many times, these interactions surprised Messina.

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Airlines Call Center Consulting Consulting 415

Beyond Philosophy

AUGUST 30, 2017

Once you accept that we don’t always know the reason why we do what we do as customers, you have the key to unlocking the customer brain and the ability to see how your customers make decisions. We call this Experience Psychology and understanding and leveraging it is the future of Customer Experience.

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Airlines Consulting Consulting Customer Experience 325

Beyond Philosophy

AUGUST 11, 2022

He said he thought the combination of high customer expectations, lack of customer awareness, insufficient staffing, and absence of empathy led to a perfect storm for poor experiences. The postal service isn’t breaking customer experience records right now either. It’s not all bad out there.

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Airlines Calibration Self service Consulting 365

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. But rewards programs alone – no matter how good – aren’t going to create customer loyalty. So how does Hilton or any other company create true customer loyalty?

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Chief Customer Officer Airlines Morale Employee engagement 333

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. Simply put, they created an emotional connection with me.

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Customer Experience Airlines CCNG Chief Customer Officer 195

Beyond Philosophy

NOVEMBER 22, 2017

The customer relationship lesson: Most organizations act like their customers are transactions to be processed, not people to relate to. 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!

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Airlines Consulting Consulting Advertising 338

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. To Improve the Digital Experience, You Can’t Ignore Emotions. Most organizations pay little attention to emotions, focusing instead on the rational elements of a customer experience.

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Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

APRIL 15, 2015

The idea of creating a sense of adventure for Customers isn’t for solely no-name, pop-up stores either. Big names like Virgin Airlines, who is focused on creating a unique flight experience (not adventurous or dangerous for goodness sakes!), Because the best experiences engage all the senses. embraced the concept.

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Journey mapping Consulting Consulting Airlines 310

Beyond Philosophy

MARCH 21, 2016

They elevate the experience for all employees, which can translate into a positive social media presence for your employee experience. Consider what adjectives you associate with the employee experience at Google, Starbucks, or Virgin Airlines? You likely associate each of them with a positive employee experience.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

Beyond Philosophy

JULY 10, 2017

brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience. Airlines Are Using Spy Tech, Too. Throughout Europe and the U.S., Is Spying Enough?

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Airlines Consulting Consulting Technology 313

Beyond Philosophy

MAY 30, 2020

matter a lot to the Customer Experience and can have a significant effect on customer. However, if you leave behind the well-established system and forge a new one, you open up possibilities to get the customer behavior you want in exciting ways. Dare to be trivial. We like this rule of Sutherland’s 11.

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Airlines Consulting Consulting Customer Experience 286

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. Exemplars of branded customer experience also understand that there is a ‘journey’ for customers in relationships with preferred companies.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

AUGUST 8, 2016

If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience? With all this demand (and who can argue that customers can be demanding?), it is easy to forget the importance of creating an excellent Customer Experience.

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Entertainment Airlines Consulting Consulting 264