Beyond Philosophy

JUNE 9, 2015

But I am skeptical—not that I would know personally. They still approach their airline with an internal focus. Ryanair is raising its “core fees” starting next Monday (which, to be fair, is what other airlines do, too. Hiking fees and ignoring feedback are not an excellent start for this journey.

Airlines 344

Airlines B2C Surveys B2B 344

Beyond Philosophy

SEPTEMBER 23, 2021

The CEO told Hyken that they measure the success of their Customer Experience efforts in many ways, from Customer Satisfaction feedback to Net Promoter Score ®. Your actions today get you good feedback and also lay the foundation for customers coming back tomorrow. However, the airline was proactive and made me feel special.

Airlines 273

Airlines Feedback Self service Best practices 273

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. Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

JULY 3, 2024

Having a skilled and knowledgeable team of experts who can create genuine connections with customers and deliver personalized support is crucial for delivering a memorable CX. Round-the-clock, personalized customer service operations improve CX, increasing lead generation and customer conversion.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. So, I went on Twitter and direct messaged American Airlines that I was going to miss the flight. In my American Airline example above, they didn’t ask me to switch to Facebook. Finish Strong.

Marketing 222

Marketing Customer Service Airlines Self service 222

SharpenCX

JANUARY 15, 2020

First up: Alaska Airlines. Alaska Airlines has been steadily climbing on the ACSI Index since 2015. And last year, they were the only airline to push past the 70 th percentile, reaching 80% satisfaction and nabbing the number one Customer Satisfaction score in the industry. There’s a lot to love about Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Beyond Philosophy

DECEMBER 10, 2021

Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out. The airline has no cost except the administrative effort, but they’ll charge anyway.

Airlines 273

Airlines Metrics SaaS Accountability 273

ShepHyken

MARCH 23, 2018

Negative customer reviews or feedback. Cause: Customers are not adequately notified about upcoming changes that will affect them, or a company response to customer feedback about product quality, service, or experience is not swift enough to retain customers.

Airlines 209

Airlines Morale Benchmark Marketing 209

Bill Quiseng

APRIL 25, 2021

Mystery shop your competitors in person and online. For example, CASEing the practice of complimentary beverages on an airline flight, we began offering bottled water to guests who were checking in AND when they were checking out. And make sure you share the feedback and let them know what you are doing as a result.

Customer Experience 190

Customer Experience Airlines Feedback Marketing 190

CCNG

AUGUST 16, 2023

Is there an option to provide feedback after several months of use? Surveying shouldn’t be a feel-good exercise in your company – it needs to be taken seriously by every person to truly make the voice of the customer alive in your organization. One of the best transaction surveys I’ve encountered is from Delta Airlines.

Surveys 195

Surveys CCNG Airlines Consulting 195

CSM Magazine

FEBRUARY 5, 2025

Thank : Show appreciation for their patience and feedback. Airline Industry: Transparency and Communication in Service Failures Flight delays and cancellations are among the most challenging customer service failures, and airlines often find themselves under scrutiny when disruptions occur.

Airlines 52

Airlines Customer Service Metrics Benchmark 52

GetFeedback

JUNE 10, 2019

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle. It’s not uncommon for companies to struggle to gather feedback that is actually useful or even get enough responses. What makes a feedback form work? Make intentional questions.

Feedback 79

Feedback Surveys Airlines Benchmark 79

PeopleMetrics

JUNE 4, 2019

So how do B2C companies choose which customers to follow up with when they receive negative feedback, given the high volume of responses? For example, in the airline industry, customers with the highest CLV are frequent fliers. Each relationship and each interaction provide touchpoints for VoC feedback in B2B.

B2C 122

B2C B2B Real estate Airlines 122

Interaction Metrics

NOVEMBER 11, 2024

How to Improve Surveys, Summarized: Martha and Amas discussed the problems with how companies use surveys, particularly Net Promoter Score (NPS), and offered advice on how to improve surveys to gather actionable customer feedback. Poor feedback leads to bad decisions: Companies risk making poor decisions based on flawed survey methods.

Surveys 62

Surveys Airlines Benchmark Feedback 62

Bill Quiseng

JUNE 19, 2017

So if surveys are your only source of feedback, then at the most, you personally know 15% of all your customers’ angst. Jan Carlzon, former CEO of SAS Airlines and author of the book, Moments of Truth said, “If you’re not serving the customer, your job is to be serving someone who is.”

Customer Service 122

Customer Service Management Employee engagement Airlines 122

ProProfs Blog

AUGUST 28, 2020

They want more personalization during their experience with your brand. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Understand that customers expect a personalized experience when approaching your brand for support.

Self service 157

Self service Feedback Airlines Metrics 157

ProProfs Blog

JULY 19, 2019

A simple Google search query containing the terms “united airlines passenger” takes you directly to that incident. The result of this was severe online backlash from people all around the world and resulted in many policy changes for all airlines. Collect Customer Feedback : Your customers are your best advisors.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

Interaction Metrics

MARCH 27, 2025

At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. Personalize Customer Interactions to Boost Customer Satisfaction Ever get a birthday email from your favorite store? And it works.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

CSM Magazine

NOVEMBER 1, 2022

The consumer trends that will shape 2023 are: Consumer loyalty will be won through personal connections, not pure efficiency. Unstructured feedback will gain importance for understanding consumer’s changing needs. A personable service agent has a bigger impact on consumer satisfaction than a short wait time.

Airlines 98

Airlines Wait times Feedback Metrics 98

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Health and Personal Care Stores: 77%. Personal Care and Cleaning Products: 83%. Personal Computers: 77%. However, when it comes to industry, CSAT varies. . A new list of benchmarks is published each year by ACSI, with minor quarterly updates. . Below is the complete list of the newest CSAT benchmarks.

Benchmark 117

Benchmark Wireless Airlines Banking 117

CX Accelerator

APRIL 30, 2018

It takes a special type of person to handle the type of pressure and stress that comes with a CSR career. Do you ever find yourself asking, “Does this person really exist?” This concept was first introduced by Scandinavian Airlines president Jan Carlzon in the 1980s. Then come talk to me. If so, you’re not alone.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

Nicereply

SEPTEMBER 2, 2020

Imagine you meet the person of your dreams. A great example of this has been demonstrated by United Airlines. You might recall the recent bad customer service of United Airlines and how that’s affected them (hint: customers and employees are not happy). The Feedback of Customer Satisfaction. The NPS question! ).

Airlines 126

Airlines Morale B2C Customer advocacy 126

CSM Magazine

FEBRUARY 5, 2025

Hybrid contact centers integrate advanced technology with skilled human agents to deliver faster, more efficient, and personalized support. A purely human-driven contact center can struggle to scale, while an entirely AI-driven support system may lack the personal touch needed to address complex inquiries.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

VocalCom

FEBRUARY 27, 2018

Many industries are using chatbots in this capacity with great success—notably, the airline and banking sectors. United Airlines uses a chatbot called AutoPilot to help customers with all their flight information needs, while Bank of America’s “Erica” chatbot helps customers with nearly every aspect of account management.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. Bad reviews tend to go viral (as in the case of United Airlines). It takes thorough data gathering and researching about your target audience to create a personalized interaction with them. Personalized Engagements.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

TechSee

OCTOBER 15, 2019

For example, when a Delta Airlines flight was significantly delayed due to severe weather, the airline bought pizza for the passengers and encouraged them to share the experience on social media. To retain these customers, the ideal approach is to address their issue directly, either privately or publicly. Vulnerable customers.

Customer retention 107

Customer retention Airlines Personalization Surveys 107

ProProfs Blog

SEPTEMBER 20, 2019

Syed thus turned to Twitter and expressed his anger towards the airline. . Instead of responding quickly to the promoted tweet of their customer, the airline giant took eight hours to reply. People are willing to spend $20 more when an airline responds to them within six minutes. ProProfs Help Desk is there for you.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

CSM Magazine

JANUARY 27, 2025

Gathering Customer Feedback If you want to know what your customers need, asking them directly is the simplest place to start. Feedback provides unfiltered insights into their expectations, frustrations, and wishes. Direct Communication : For a personal touch, engage with customers one-on-one through live chat or emails.

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

Enghouse Interactive

JULY 29, 2020

Delivering this consistently means trusting and empowering your people, as this second case study from Alaska Airlines shows. #2: 2: A Case Study to #MakeMomProud: Alaska Airlines Decided that Employees Can Make It Right. Everyone at Alaska Airlines is held accountable, given permission, and trusted to help a customer in need.

Airlines 40

Airlines Chief Customer Officer Accountability Personalization 40

Lumoa

OCTOBER 13, 2017

Social interaction and engagement is what makes your brand personal and builds connection to the audience. Engage with the customer feedback, both negative and positive. Fazer did right what it had to do - the company thanked Kathryn for the feedback. Thanks for the positive feedback! Hey Kathryn! Hey Kathryn!

Customer Experience 102

Customer Experience Advertising Airlines Feedback 102

Kayako

DECEMBER 8, 2016

When JetBlue passengers were stranded on the runway for 11 hours without food or water, the founder and CEO of the airline, David Neeleman, described how he felt about the incident as “humiliated and mortified.”. Give each customer personal and special attention to make up for any poor service they had previously encountered.

Customer Service 116

Customer Service Airlines Surveys Marketing 116

Real Blue Sky

MAY 31, 2023

You’ll create more personalized and effective interactions by tailoring your marketing and communication strategies to match your customers’ needs and preferences. Gather data: Collect customer feedback, look at customer interaction data, and get insights from sales teams or customer service reps. And the best part?

Journey mapping 96

Journey mapping Airlines Customer Experience Customer centricity 96

ProProfs Blog

DECEMBER 22, 2019

The example of this proactive customer service can be airline services when they perceive any delay in flight schedules – they quickly inform their customers by email or phone call to avoid any inconvenience. Customer Feedback Is Most Important. Some simple changes can turn the table in your favor in no time.

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

GetFeedback

NOVEMBER 20, 2018

And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. These surveys usually ask for quantitative feedback in the form of rating questions, like “ How satisfied are you with your experience?” A better way to ask for customer feedback.

Surveys 102

Surveys CRM Feedback Airlines 102

GetFeedback

JANUARY 12, 2020

Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. airline, which has a more than a four-decade record of leading the U.S.

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

Netomi

MARCH 27, 2022

For example, if you spring for a first-class ticket on a flight, you are going to expect more personal and proactive service from flight attendants. In Economy airline travel , there’s no expectation for a glass of champagne before takeoff. Net Promoter Score, or NPS, is used as a way to capture customer feedback. CSAT vs. NPS.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

C3Centricity

OCTOBER 22, 2020

In the Janrain report “Brand Trust Survey” 48% of US internet users try to buy exclusively from companies they trust to protect their personal data. Clearly, they are not receiving enough feedback and needed other ways to get the opinions of their customers. Getting us to download something we didn’t want.

Advertising 143

Advertising Surveys Entertainment Airlines 143