Airlines Customer emotions Customer Service 
Beyond Philosophy
OCTOBER 22, 2015
In business, there are times in a Customer Experience when things don’t go well, and it is not your fault. Let’s say there is a weather delay during the holiday season and you work at the airline that now has to inform passengers they aren’t going to make it to their destination. Maybe it’s a drink ticket for the local bar.
Beyond Philosophy
FEBRUARY 5, 2015
Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.
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Beyond Philosophy
OCTOBER 29, 2020
I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. 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.
Beyond Philosophy
JUNE 4, 2015
Most brands and corporations slide by on fairly macro, passive, and transactional approaches to customer relationships. These might include customer service speed, occasional price promotions, merchandising gimmicks, new product offerings, and the like. These companies are also invariably quite disciplined and proactive.
Beyond Philosophy
OCTOBER 8, 2014
Airlines don’t either. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years. That future isn’t as futuristic as it may sound right now as many merchants are gravitating away from cash. Buses in London don’t take cash.
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.
Beyond Philosophy
JULY 5, 2015
Customer Sensitivity. Performance measurement is focused, and shared, on what most monetizes customer behavior (loyalty, emotion, and communication metrics such as brand bonding and advocacy, replacing satisfaction and recommendation).
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