ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar.

Airlines 215

Airlines Customer Service Employee engagement Morale 215

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. SmartBrief) As any business road warrior will tell you, air travel these days is far from a relaxing experience. The Mount Rushmore of Customer Service Leaders by John DiJulius. by Manish Nepal .

Customer Service 261

Customer Service Airlines Customer retention Customer Experience 261

ShepHyken

APRIL 17, 2017

My Comment: There is a difference between a customer loyalty program and a customer retention program. A repeat customer may not be a loyal customer. The goal of saving a defecting customer isn’t about making them loyal. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

TechSee

OCTOBER 15, 2019

Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability. Research indicates that the cost of acquiring a new customer can be as much as five to seven times higher than keeping an existing one. trillion per year.

Customer retention 107

Customer retention Airlines Personalization Surveys 107

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. What is Customer Retention? Why Customer Retention Matters. My Customer Retention ?

Customer retention 110

Customer retention Analytics Airlines SaaS 110

TeleDirect

MARCH 15, 2025

US-Based Call Center Services: Why Domestic Support Matters for Your Business US-Based Call Center Services provide businesses with high-quality, reliable, and customer-focused support that enhances customer experience and operational efficiency. A US-based call center ensures: More authentic and engaging customer interactions.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

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. Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization.

Airlines 210

Airlines Entertainment Consulting Consulting 210

ijgolding

SEPTEMBER 2, 2015

I myself have written about Ryanair on three separate occasions: In September 2012, I wrote about Ryanair ‘having the most consistent Customer Experience on the planet’ . In April 2014, I wrote a Customer Experience Review of Ryanair – they did not fare so well! Price alone was no longer enough.

Airlines 87

Airlines Transportation Customer Experience Personalization 87

ShepHyken

AUGUST 22, 2022

Each week I read many customer service and customer experience articles from various resources. How CMOs Can Master Their New Job: Leading Customer Experience by Chris Johnson. CMSWire) Great news, CMOs: customer experience (CX) is the future … and if you aren’t already, you’re going to be in charge of it.

Customer Service 36

Customer Service Airlines B2C B2B 36

ShepHyken

MAY 15, 2017

A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. .

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

Beyond Philosophy

JULY 5, 2015

Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles.

Customer centricity 279

Customer centricity Complaint resolution Banking Enterprise 279

ShepHyken

DECEMBER 10, 2021

Customer acquisition costs approximately five times more than customer retention, so what steps can companies take to keep the subscribers they already have happily engaged? . It’s full of many customers lured in by loyalty programs. Seamlessly onboard your subscribers. Look at the travel industry.

Entertainment 213

Entertainment Airlines Personalization Self service 213

ijgolding

MAY 2, 2017

Last week I wrote an article on the subject of ‘common sense’ To be more accurate, I wrote about the lack of common sense and how it’s absence was continuing to destroy customer experiences all over the world. United Airlines. I am not about to repeat the story – do not panic! on March 2, 2017.

Airlines 72

Airlines Customer centricity Customer Experience Customer retention 72

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Airlines don’t either. Mobile Payments Are the Future.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Airlines don’t either. Mobile Payments Are the Future.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

ShepHyken

APRIL 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty.

Customer Service 150

Customer Service Airlines Customer retention Marketing 150

ijgolding

NOVEMBER 13, 2014

The reason why the airline became the one that most loved to hate is not very difficult to understand. Whilst I will never accept or codone the things Mr O’Leary has said and done in the past when it comes to his customers, I am absolutely accepting of a leader who is prepared to admit he is in the wrong.

Airlines 99

Airlines Customer retention Engineering Customer Experience 99

ijgolding

NOVEMBER 1, 2016

If I am asked my opinion of the state of Customer Experience around the world, I make a number of rather bold statements. For example, I believe that whilst most organisations are now capturing and measuring Voice of the Customer in some way, the vast majority are measuring it incorrectly or badly.

Customer Experience 95

Customer Experience Airlines Engineering Accountability 95

ijgolding

OCTOBER 19, 2015

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Wow – Alan exemplifies the power of people in delivering great Customer Experiences.

Customer Experience 78

Customer Experience Airlines Customer centricity Scripts 78

ijgolding

JUNE 5, 2017

Travelling experiences are a common feature of my writing – in fact, some would say too much of a feature! As a frequent flyer, I am always grateful for getting a little bit of respite from the madness of the airport experience. The next time I travel to Paris, it will be by air. It would be nice to be treated as such.

Airlines 65

Airlines Transportation Customer Experience Management 65

ijgolding

SEPTEMBER 21, 2015

That is why I also advise people that I am a Customer Experience ‘Specialist’ – not an ‘expert’ – as I believe that anyone who champions a profession should be continually developing their specialism. South West Airlines. Continuous professional development never ends!! British Airways.

Customer Experience 91

Customer Experience Chief Customer Officer Airlines Banking 91

ProProfs Blog

SEPTEMBER 20, 2019

Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Syed thus turned to Twitter and expressed his anger towards the airline. . After all, when a customer loses the luggage, they expect the issue to be resolved at the earliest.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

ijgolding

DECEMBER 17, 2014

Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common feeling I have in my experiences with airlines. Now I must clarify some things here.

Airlines 83

Airlines Morale Customer retention Customer Experience 83

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. As I told them – I will not be staying with them again.

Airlines 65

Airlines Customer Experience Management Marketing 65

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. Executives tend to think of customer experiences as something happening at the periphery of the company.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ijgolding

NOVEMBER 18, 2014

I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators. Starwood boast the Sheraton and Le Meridien brands among their portfolio and are well known for delivering very good customer experiences.

Airlines 86

Airlines Entertainment Morale Customer retention 86

ijgolding

DECEMBER 14, 2016

Do your people ‘make’ your Customer Experience’? Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. Do your people ‘make’ your Customer Experience? Do your people ‘make’ your company?

Customer Experience 84

Customer Experience Advertising Airlines Customer Care 84

Fonolo

APRIL 25, 2019

Problem-Solving: Singapore Airlines. ICYMI: All airlines have what’s called a medical emergency clause. What’s particularly special about this customer service story isn’t that the clause was enacted, but rather the expediency and consideration with which it was done. VPs & Directors of Customer Experience.

Airlines 104

Airlines Customer Service Contact Center Accountability 104

ProProfs Blog

FEBRUARY 13, 2020

Customers won’t think twice when switching from one loyalty program to another. 77% of consumers participate in a retail loyalty program, 46% have joined a hotel program, and 40% are part of an airline program–up from 72%, 36%, and 31% over the last year, respectively. Customer Loyalty B2B Statistics. Source: Adobe ) Tweet this.

Customer retention 164

Customer retention Sales B2B Marketing 164

ijgolding

MARCH 31, 2017

Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. In my humble opinion, Delta absolutely owned Virgin when it came to this kind of Customer Experience.

Customer Experience 65

Customer Experience Airlines Wait times Call Center 65

Real Blue Sky

MAY 31, 2023

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. But that’s not all!

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

ProProfs Blog

DECEMBER 22, 2019

To set your brand above and beyond, you need to develop smart customer services , which ultimately focus on providing not just active, but proactive customer service along with offering a high-quality product at affordable prices. . Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 78

Customer Experience Airlines Metrics Feedback 78

ijgolding

SEPTEMBER 14, 2015

We are having Customer Experiences every single day – we always have. It is therefore only right that whether you live in New York, London, Harare, Beijing, Moscow, or Reykjavik, the experience you have is in line with your expectations. We were to fly to Johannesburg with an airline called Airlink.

Customer Experience 90

Customer Experience Airlines Customer effort Personalization 90

Fonolo

APRIL 17, 2019

It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings.

Airlines 78

Airlines Transportation Contact Center Self service 78

Chip Bell

MARCH 16, 2021

It is about employee engagement and its impact on retention. But it’s indirectly about customer retention. Research shows the number one impact on customer relations is employee relations. So, what is the foundation of employee (and customer) retention? Buy the book today.

Customer retention 40

Customer retention Scripts Airlines Employee engagement 40

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. And the only way to keep them coming back for more is to provide a customer experience that they would like to revisit. In customer experience, as with any other business endeavor, failure to plan is planning to fail.

Customer Experience 78

Customer Experience Airlines Metrics Feedback 78