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.

Airlines 335

Airlines Consulting Consulting Personalization 335

Beyond Philosophy

FEBRUARY 5, 2015

In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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. In other words, you might have to fire someone who isn’t on board, particularly if that person is a high-profile, senior person.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

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: Is Personalization imperative for Customer Experience. Personalization is critical to Customer Experience because of how it makes your customers feel.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

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.

Airlines 379

Airlines Consulting Consulting Education 379

Beyond Philosophy

NOVEMBER 1, 2019

He tells a story about forming a personal bad habit. 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.” Charles Duhigg had an excellent book called The Power of Habit.

Airlines 350

Airlines Education Self service Consulting 350

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. Trying to go for a whole new experience at one time is tough to convince any person of, especially a customer that likes the status quo well enough.

Airlines 296

Airlines Consulting Consulting Metrics 296

Beyond Philosophy

NOVEMBER 22, 2017

It’s really the same as building relationships in your personal life. We find out where we disagree and what we are doing that is annoying to the other person. If either of us did, it would be extremely unfair to the other person! These are not the kinds of relationships I want to be a part of! How do we make it work?

Airlines 338

Airlines Consulting Consulting Advertising 338

Beyond Philosophy

JUNE 6, 2019

Facial recognition identifies you, the person. Facial expression analysis identifies how you, the person, feel, not who you are. Airlines use it to help people check in for flights more efficiently, which is of great value to many passengers. We feel more comfortable with technology if we get value out of it.

Airlines 354

Airlines Banking Technology Customer emotions 354

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.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

Beyond Philosophy

JUNE 4, 2015

To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another.

Airlines 360

Airlines Marketing Enterprise Advertising 360

ShepHyken

APRIL 17, 2019

The more a person plays, the thicker the calluses get, which immunizes people against blisters and pain. 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. It’s simple. That’s why Richard Branson started Virgin Air.

Airlines 255

Airlines Banking Consulting Consulting 255

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.

Customer Experience 281

Customer Experience Airlines Customer centricity Surveys 281

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. In other words, conversations might start on a social media platform and lead to an email interaction, which then led to a voice or in-person interaction with a company.

Airlines 415

Airlines Call Center Consulting Consulting 415

Beyond Philosophy

JULY 10, 2017

Airlines Are Using Spy Tech, Too. Passengers wear an Ocean Medallion technology, which is a token they wear on their person that interacts with sensors all over the ship that record what the passenger is doing. Carnival Cruise Lines uses this type of “spy” technology also. Case Study: Enhance Your CX With This Technology.

Airlines 313

Airlines Consulting Consulting Technology 313

Beyond Philosophy

MARCH 21, 2016

Inspired by your company’s mission, they feel personal satisfaction from going above and beyond what’s expected of them to achieve it. Consider what adjectives you associate with the employee experience at Google, Starbucks, or Virgin Airlines? Employee Ambassadors Help Create a Positive Social Media Presence.

Employee engagement 282

Employee engagement Airlines Consulting Consulting 282

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.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

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.

Airlines 299

Airlines Sales Consulting Consulting 299

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.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

Beyond Philosophy

SEPTEMBER 23, 2021

Customers also want to talk to the right person, and they want to get to the right people quickly and without friction. . 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. However, the airline was proactive and made me feel special.

Airlines 273

Airlines Feedback Self service Best practices 273

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. Customers receive far deeper personalization that they were used before.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

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. The example cited is Starwood Hotels and Resorts where, through its Starwood Preferred Guest (SPG) program, there is a focus on personal leisure travel rewards for high-spending frequent guests.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

JUNE 25, 2021

The question on everyone’s mind is how do you know if the person is telling the truth about their vaccinated status? Unfortunately, this stance upset the proponents of the new laws, who also fly with and work for the airline. It was quite a headache for their CEO and the organization as a whole. Sources: Panja, Tariq; Smith, Rory.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

MARCH 31, 2015

One industry consultant said that the new, high-tech branches are aimed at three customer personas: busy, gadget-centric millennials, Gen X soccer moms, and baby boomers who own small businesses. Or, like staying at a Ritz-Carlton, shopping at an Apple store, or flying Southwest Airlines.

Banking 310

Banking Airlines Self service Finance 310

Beyond Philosophy

AUGUST 13, 2015

That’s almost Zen-like in its simplicity, accuracy, and application, and they have inspired such well-known CEO’s as Jack Welch, Jan Carlzon (Scandinavian Airlines), Horst Schulze (Ritz-Carlton Hotels), and Herb Kelleher (Southwest Airlines) in their thinking and management styles. Are the followers reaching their potential?

Customer centricity 279

Customer centricity Airlines Enterprise Education 279

Beyond Philosophy

AUGUST 6, 2022

From theme parks to airlines, the responses to my rant revealed issues that seem to encompass a wide range of businesses. For example, one reader shared her perspective as a Dutch person living in Britain. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row.

Airlines 243

Airlines Consulting Consulting Customer Experience 243

Beyond Philosophy

JUNE 11, 2015

Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs. Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out. The airline has no cost except the administrative effort, but they’ll charge anyway. appeared first on CX Consulting.

Airlines 273

Airlines Metrics SaaS Accountability 273

Beyond Philosophy

OCTOBER 18, 2019

However, it was terrible news to me because I missed out on a better flight option through a competitive airline. So, going back to my Delta example, which was an intuitive decision, I automatically go to Delta.com to buy airline tickets. With my Delta example, I buy airline tickets a lot. That isn’t true.

Airlines 225

Airlines Consulting Consulting Benchmark 225

Beyond Philosophy

DECEMBER 14, 2015

That’s almost Zen-like in its simplicity, accuracy, and application, and they have inspired such well-known CEO’s as Jack Welch, Jan Carlzon (Scandinavian Airlines), Horst Schulze (Ritz-Carlton Hotels), and Herb Kelleher (Southwest Airlines) in their thinking and management styles. Are the followers reaching their potential?

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

CCNG

JUNE 14, 2023

I quickly called the airline to see what could be done to rectify the situation. Still after 10 years, I remember that conversation with that agent, and go out of my way to use that airline. Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Beyond Philosophy

DECEMBER 10, 2022

Looking at you, United Airlines.) When you want a person to do something, you have probably heard that you should explain the benefits they will enjoy from doing so. Your content should have a benefit that appeals to the sharer and collaborator, and a benefit to whom the person shares it. That’s a nightmare.

Airlines 170

Airlines Consulting Consulting Surveys 170

Beyond Philosophy

JULY 5, 2016

To make the brand or company more attractive, and have greater impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Accueil can be seen in transactions and relationships with companies like Southwest Airlines, Trader Joe’s, and USAA.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

Beyond Philosophy

JUNE 9, 2022

If you don’t know much about boats or planes or business class particulars, then talking to a person might be more helpful for you. Learning about it from a YouTube video feels less embarrassing than admitting you don’t know what you are doing to another person face-to-face or on the phone. So, I recommend the same for you.

Self service 221

Self service Airlines Chatbots Consulting 221

Beyond Philosophy

NOVEMBER 26, 2015

Plus, the personal nature of the host and the unique accommodation is appealing to many people over the more business-like and relatively sterile design of a hotel room. Airlines have been culprits for finding bad profits. Personally, I also find having to pay for Wi-Fi in a hotel is unacceptable in this day and age.

Airlines 150

Airlines Consulting Consulting Technology 150

CCNG

AUGUST 16, 2023

Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. One of the best transaction surveys I’ve encountered is from Delta Airlines.

Surveys 195

Surveys CCNG Airlines Consulting 195

Beyond Philosophy

JANUARY 15, 2021

For example, airlines will often send a prompt that “only three more seats at this price!” The airline determines what to charge for each seat; they could have all the seats left on the plane at that price if they wanted to (and they were available). You can even create Scarcity where there is none easily online.

Airlines 248

Airlines Government Customer emotions Marketing 248