ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ford costs about $25,000.

Customer Experience 372

Customer Experience Transportation Airlines Customer Service 372

Beyond Philosophy

JULY 30, 2015

Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. For MY convenience…I think not!

Customer Experience 398

Customer Experience Airlines Morale Management 398

ShepHyken

FEBRUARY 1, 2017

Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. And it may not be a computer glitch, but a weather problem that causes airline delays.

Airlines 255

Airlines Customer Service Accountability Customer Care 255

Beyond Philosophy

JANUARY 2, 2018

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. For those of us who have experienced lost, delayed or mishandled luggage events, we expect that the airline involved will deliver it by courier as soon as it arrives at the airport.

Airlines 277

Airlines Customer advocacy Consulting Consulting 277

ShepHyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel.

Airlines 203

Airlines Upselling Customer Experience Chatbots 203

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.

Customer Experience 289

Customer Experience Airlines Customer centricity Surveys 289

Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. They market, and create experiences, within the branded vision.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

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.

Customer Experience 278

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.

Airlines 218

Airlines Consulting Consulting Enterprise 218

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. Organizations that don’t focus on Customers say as much in their language.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

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

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.

Airlines 499

Airlines Healthcare Government Self service 499

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.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

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.

Airlines 432

Airlines Banking Accountability Customer centricity 432

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives. Would you consider that a great customer experience?

Customer Experience 257

Customer Experience Airlines Average Handle Time Contact Center 257

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. They build brands.

Airlines 374

Airlines Customer Service Coaching Surveys 374

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you choose to fly with this airline over the others? .

Airlines 334

Airlines Self service Customer Service Customer Experience 334

Beyond Philosophy

AUGUST 20, 2015

A great example of this is the airlines. I had my airport habits well set by the time the airlines introduced self-check in. So the airlines intervened. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Airlines 417

Airlines Marketing Customer Experience Management 417

ShepHyken

OCTOBER 31, 2023

But if the company leaders know how much they can give away without losing money and incorporate it into a competitive price, they may have a value proposition that gets and keeps customers. Southwest Airlines is the perfect example of this. It markets the heck out of Two Bags Fly Free®. Connect with Shep on LinkedIn.

Airlines 361

Airlines Marketing Customer Service Customer Experience 361

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. Shep Hyken. Booking an appointment—say, a plane ticket—used to be so easy.

Customer Experience 244

Customer Experience Airlines Chatbots Personalization 244

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.

Airlines 310

Airlines Management Transportation Consulting 310

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk. My Comment: Full disclosure: I do most of my flying on American Airlines.

Airlines 270

Airlines Customer Service Automotive Customer Experience 270

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. Yes to low fares with nothing to hide.

Airlines 422

Airlines Advertising Customer Experience Customer Service 422

ShepHyken

OCTOBER 3, 2016

This is a world-wide celebration and some great people in Rwanda remind us that the celebration is not only for customers, but for employees as well. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline.

Airlines 312

Airlines Customer Service Customer retention Education 312

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers. by GISuser.

Airlines 315

Airlines Customer Service Advertising Customer Experience 315

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

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.

Airlines 344

Airlines Consulting Consulting Education 344

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

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.

Airlines 0

Airlines Consulting Consulting Customer Experience 0

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.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

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.

Airlines 379

Airlines Consulting Consulting Education 379

ShepHyken

OCTOBER 10, 2016

When a flying experience goes south, travelers feel desperate for help and seek the reassurance that it will all work out. However, US airlines aren’t exactly known for their warm and fuzzy customer service. Flyers can feel abandoned, as if the airline doesn’t even care. They don’t like travel hassle.

Customer Service 320

Customer Service Airlines Customer Care Marketing 320

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.

Airlines 276

Airlines Customer centricity Consulting Consulting 276

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.

Airlines 350

Airlines Education Self service Consulting 350

Peter Lavers

MARCH 17, 2015

acquisition) rather than about serving existing customers better (i.e. Improving the customer experience is also high priority, but often there’s a big disconnect between where innovation and customer experience sit in the organisation. CUSTOMER EFFORT. retention).

Customer Experience 222

Customer Experience Journey mapping Airlines Customer effort 222

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.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195