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

Beyond Philosophy

JULY 5, 2015

Customer Sensitivity. Customer Focus. It’s notable that, at this more evolved and advanced stage of enterprise customer-centricity, complaints are thought of more in terms of a life cycle component, and recovery is more of a strategy than resolution: Customer Obsession.

Customer centricity 279

Customer centricity Complaint resolution Banking Airlines 279

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. . Sound familiar?

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

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. In today's competitive market, providing an outstanding customer experience is more important than ever.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

TeleDirect

MARCH 15, 2025

These centers provide support for a wide range of industries, including: Healthcare and medical services E-commerce and retail Financial services and banking Technology and IT support Travel, hospitality, and airlines Insurance and legal services Benefits of Choosing a US-Based Call Center 1.

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

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention. Buses in London don’t take cash.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention. Buses in London don’t take cash.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

ShepHyken

APRIL 6, 2020

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. The other is more of a marketing program that rewards customers for coming back.

Customer Service 155

Customer Service Airlines Customer retention Marketing 155

ProProfs Blog

DECEMBER 27, 2018

The customer service tool is integrated with survey maker to capture real-time customer feedback. Through this, customer success managers and system administrators can monitor help desk ratings, improve feedback, and train agents according to their performance. Business Goal #5 – Change Management.

SaaS 109

SaaS Airlines Customer retention Finance 109

ijgolding

JUNE 5, 2017

In fact, in the light of recent horrific customer experiences served up by British Airways and United Airlines (to name but two), it was with a sense of relief that we would be getting to and from Paris via Eurostar, taking us through the channel tunnel. The training manager brightly welcomed all passengers onto Eurostar.

Airlines 65

Airlines Transportation Customer Experience Management 65

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

NOVEMBER 18, 2014

Last week I had very high expectations of three particular organisations – the W Hotel in Leicester Square; Scandinavian Airlines (SAS); and the Admiral Hotel Copenhagen. Whilst the sink and tap combo look great, it is doubtful whoever designed it, or anyone in management from W Hotels has ever tried to use it.

Airlines 86

Airlines Entertainment Morale Customer retention 86

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

Real Blue Sky

MAY 31, 2023

This, in turn, helps us identify areas where we can improve the customer experience and tailor it to each individual at each step along the journey. With a detailed customer journey map, we can optimize customer interactions, boost customer retention, and increase revenue.

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

CSM Magazine

NOVEMBER 21, 2019

Companies focused on long term success understand the importance of investing in efficient customer service recovery to restore their reputation when it’s put on the line. Way back in 2009, United Airlines baggage handlers broke Dave Caroll’s $3500 guitar during a flight from Halifax to Omaha.

Airlines 78

Airlines Customer retention Marketing Customer Service 78

Up Your Service

MAY 3, 2017

In today’s connected world, customer service experiences — especially the bad ones — often spread like wildfire. For airlines, hotels, resorts and other companies in the travel and hospitality industry, this presents new challenges in terms of managing their reputation. Customer service and storytelling.

Airlines 74

Airlines Scripts Call Center Transportation 74

ProProfs Blog

JANUARY 17, 2020

Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. . With a good customer service recovery process in place, your company can: Increase the number of loyal customers substantially. Increase the chances of customer retention. Self-Analysis.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

C3Centricity

AUGUST 17, 2020

Another CNBC article highlights others including cruises, fitness, energy and airlines. Whether or not these too were headed downwards or not, customers hold the key to success more than ever before as their spending becomes less impulsive. RightNow Customer Experience Impact Report. Customers 2020 Report.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

ijgolding

APRIL 25, 2017

I told the IT manager that the Wi-Fi was unacceptably slow – his response… ‘I know Sir’ I kid you not!! She told me that the Wi-Fi used to be faster, but the management of the hotel decided to restrict it as guests were – and I quote – ‘abusing it’! My hopes were dashed rather quickly.

Airlines 65

Airlines Customer Experience Management Marketing 65

ijgolding

AUGUST 4, 2015

The entire end to end journey is planned and managed by her expert mind. Steven phoned the agent who looks after easyJet at Dubrovnik airport – they said they would inform the airline and the pilot of the situation when the plane arrived. At least the airport and the airline knew what was going on.

Airlines 121

Airlines Entertainment Customer retention Personalization 121

CSM Magazine

JANUARY 27, 2025

Ensuring Efficient Order Management and Delivery Efficient order management and delivery are non-negotiable for online wholesale stores. Your customers expect accuracy and speed, and when they dont get it, trust erodes fast. Errors like missing items or wrong quantities can frustrate customers and lead to costly returns.

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

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. I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other.

Customer Experience 78

Customer Experience Airlines Customer centricity Scripts 78

TechSee

JULY 24, 2018

He even managed to sit through the first half of Suits Season One in that same evening…. He requested that she submit her lost-luggage Case File and a copy of the Property Irregularity Report (PIR) from the airline when she returned to the US, in order to claim her compensation. Building confidence and creating trust.

Customer centricity 104

Customer centricity Technology Enterprise Airlines 104

ijgolding

JULY 18, 2016

Words like ‘bland’ and ‘corporate’ are used in association with the airline – one person suggested that BA was positively ‘boring’. I actually think that boring is not always a bad thing when flying – as long as it ‘does what it says on the tin’, then most customers are happy. Not one person offered anyone an apology.

Airlines 91

Airlines Personalization Management Customer Experience 91

ijgolding

SEPTEMBER 26, 2017

” Getting passengers to their chosen destination is the most basic of basic needs an airline is expected fulfil. In yet another PR disaster for the airline industry , Ryanair’s management failings have led to thousands of passengers NOT having their basic needs met. The airline industry is no different to any other.

Airlines 30

Airlines Customer Experience Customer retention Management 30

ClearAction

MAY 29, 2016

Marketing, sales, and service are typically most in-touch and in-tune with customers, compared to the other business functional areas. Historically, customer experience management may have been thought of as the Service organization’s domain: dealing with post-purchase questions, returns, and misunderstandings.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

ijgolding

JULY 19, 2016

The CEO in question is Dame Carolyn McCall – the CEO of the UK based airline, Easyjet. If you have not come across them, to put the size of the organisation into context, In 2014, EasyJet carried more than 65 million passengers, making it the second-largest airline in Europe by number of passengers carried, behind Ryanair.

Airlines 75

Airlines Customer centricity Enterprise Personalization 75

REVE Chat Blog

FEBRUARY 26, 2020

What is the importance of building customer relationships? There is a great importance of building customer relationships considering an array of plus including more potential leads and higher customer retention rates. To streamline it, here are the top three benefits of building great customer relations.

CRM 104

CRM Feedback Personalization Education 104

ijgolding

NOVEMBER 5, 2015

I recently endured a dreadful experience with Scandinavian Airlines – you can read about it in this article I wrote for CustomerThink in October – the story was all about a cancelled flight – something that is sadly not uncommon for the air traveler. One thing is for certain – we will not be returning.

Airlines 92

Airlines Management Personalization Customer retention 92

Global Response

JANUARY 9, 2023

Take a look at the data: According to Deloitte, customer-centric companies are 60% more profitable than companies who lack customer focus. 74% of customers say they are more willing to forgive companies for a mistake if they received excellent service. Southwest Airlines.

Airlines 62

Airlines Customer centricity Feedback Metrics 62

Customer Relationship Metrics

JULY 26, 2017

Managing a contact center is fast paced and furious. This results in higher profits, lower costs, higher customer retention and referrals. When control over employee performance is influenced by management implementing carrot and stick practices, employees are stripped of control. Managing Emotions.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Netomi

JANUARY 5, 2022

A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. This should be a good enough reason why customer retention is something your business takes very seriously.

Customer centricity 78

Customer centricity Airlines Metrics Feedback 78

Verint

AUGUST 24, 2017

At a recent Technology Association of Georgia (TAG) Customer Relationship Management / Customer Experience event at the Atlanta Tech Village , the GM of Advanced Analytics and Data Science from a major airline took part in a panel on predictive analytics and artificial intelligence. Opportunity abounds.

Analytics 34

Analytics Airlines Quality management Contact Center 34

ijgolding

FEBRUARY 9, 2017

That means that chance you had to provide good CS has not only resulted in an unhappy customer, it also means they might be more likely to post their annoyance online or tell friends or family about the issue. You may assume that if a customer has something go wrong with their order or product, they will automatically complain.

Airlines 52

Airlines Customer Service outsourcing Finance 52

ijgolding

MARCH 16, 2016

Everyone seemed to be in good spirits, despite the delay – we just assumed that the fog was the culprit and there is not a lot any airline can do about that! This wonderful ambassador for British Airways treated his customers as real people – almost certainly showing them the courtesy that he would like someone to show him.

Airlines 81

Airlines Customer Experience Personalization Management 81