Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

Beyond Philosophy

FEBRUARY 5, 2015

Southwest Airlines could offer first-class seating, but they don’t. Every function delivering experience is ‘closed-loop’, maintaining balance between customer expectations and what is actually executed. Customizing the techniques for your organization. Advanced Customer Experience Management.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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

Pointillist

OCTOBER 22, 2018

Sentiment and intent can be particularly useful for a number of use cases, such as determining why customers churn. Airline X never responded to my complaint. Emotion AI. “By By 2022, your personal device will know more about your emotional state than your own family.” — Gartner. I love being ignored.”.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40