ShepHyken

DECEMBER 9, 2024

“Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers. ” About: Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute.

Feedback 187

Feedback Airlines Best practices Surveys 187

Beyond Philosophy

OCTOBER 22, 2015

Simply put, because then we can manage them in others when necessary. Let’s say there is a weather delay during the holiday season and you work at the airline that now has to inform passengers they aren’t going to make it to their destination. Maybe it’s a referral to another airline or car rental agency.

Customer emotions 401

Customer emotions Airlines Consulting Consulting 401

Beyond Philosophy

AUGUST 20, 2015

So what does this have to do with managing people’s behavior? When you want to manage what people do, you have to understand people’s habits. 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. Everything.

Airlines 417

Airlines Marketing Customer Experience Management 417

Beyond Philosophy

JULY 2, 2020

Delta is a large, successful airline that has been comfortable for some time now. Train employees in managing emotional experiences. How are you equipping your customer-facing teams with skills to manage customers’ emotional experiences? At times like these, organizations are willing to try new and scary things.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

ShepHyken

AUGUST 17, 2022

Carlzon was president of Scandinavian Airlines, and he used this concept to turn a sub-par airline into one of the most admired airlines in the industry. He had plenty of examples of how various interactions passengers had with the airline’s employees created an experience that made them want to return and do business again.

Airlines 345

Airlines Advertising Customer Service Management 345

ShepHyken

SEPTEMBER 16, 2019

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. Building a Robust Customer Experience Management Strategy: Lessons From Nike by Vandita Grover.

Airlines 265

Airlines Customer Service Automotive Customer Experience 265

Beyond Philosophy

OCTOBER 29, 2020

In my early career in corporate life, the philosophy flavor of the month at that particular time was Total Quality Management. I was with a big corporate telecom at the time, and we went on a training course for Total Quality Management. For example, we were working with an airline that wanted to improve their experience.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

DECEMBER 6, 2019

When you’re having your regular management meetings, where are the Customer Experience and the customer stats listed on the schedule? In our Global Customer Experience Consultancy, we were doing some work with an airline. This airline didn’t call customers passengers. Where does the customer get put on your agenda?

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

FEBRUARY 5, 2015

Southwest Airlines could offer first-class seating, but they don’t. Our training programs, facilitated by leading authorities, include: Foundation Customer Experience Management. Core concepts of customer experience and experience management. Advanced Customer Experience Management.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Steve DiGioia

APRIL 17, 2017

It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? Lindsey Hartig , Marketing Manager at Martin Resorts on California’s Central Coast, shares this story…. “At To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. Continue reading….

Airlines 133

Airlines Accountability Marketing Management 133

Avoxi

APRIL 22, 2021

Caribbean Airlines Finds Contact Center Paradise with AVOXI’s Global Communications Platform Caribbean Airlines relies on AVOXI’s global communications software to effectively manage their inbound reservations, connecting their North American and Canadian customers with agents in their Trinidad and Tobago call center.

Airlines 118

Airlines Contact Center Call Center Management 118

Beyond Philosophy

AUGUST 11, 2022

Then, to add insult to injury, we had a lot of projects at the house that had gone haywire because of delayed timelines for radiator deliveries and a decorator’s inconsistent approach to project management. In England, hiring managers are having a hard time getting people to show up for interviews, let alone jobs. Is it me alone?

Airlines 365

Airlines Calibration Self service Consulting 365

Aspect

DECEMBER 10, 2019

Ann is the manager of Workforce Systems for Southwest Airlines. These apps include Workforce Optimization, Workforce Management, UCC, UAD and SIP. When asked how her employer supports her being a part of the ASUGA community, Ann said Southwest Airlines is big about becoming partners with their vendors.

Airlines 118

Airlines Best practices Feedback Contact Center 118

CX Accelerator

NOVEMBER 7, 2023

It’s at that point I realized that I never received an email from the airline after booking my flight. When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation. Back To Blog Home

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

Beyond Philosophy

MARCH 26, 2020

I’ve had two interesting emails from Southwest Airlines and Delta explaining what they were doing to respond to the crisis. Moreover, people still talk about the fact that Southwest Airlines were the only airline after 9/11 that let people change flights without any additional costs. Be transparent.

Airlines 348

Airlines Consulting Consulting Call Center 348

Beyond Philosophy

JUNE 14, 2024

It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they’re being unfairly charged. Surge Pricing is commonly seen in ride-sharing services or airlines, where prices increase during peak times to encourage more drivers to hit the road.

Airlines 221

Airlines Customer centricity Management 221

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 8, 2019

Do you think the airline ticket will be the most expensive one if you buy it from Southwest Airlines? If you focus on your pricing, you can manage at least part of your Price Image. To demonstrate what we mean consider the following: Will an Apple product be the most affordable version on the market?

Airlines 281

Airlines Consulting Consulting Customer Experience 281

Beyond Philosophy

JUNE 9, 2015

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. The senior management isn’t listening to the voice of the Customer. Their words have changed; their actions haven’t.

Airlines 344

Airlines B2C Surveys B2B 344

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Steve DiGioia

APRIL 17, 2017

It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? Lindsey Hartig , Marketing Manager at Martin Resorts on California’s Central Coast, shares this story…. “At To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. Continue reading….

Airlines 113

Airlines Accountability Marketing Management 113

Inbenta

MAY 14, 2021

GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. It has already generated interest from other airlines, including international ones. WhatsApp chatbot and check-in. Contactless new services.

Airlines 99

Airlines Chatbots Call Center Management 99

Inbenta

JULY 29, 2021

8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. These situations call for superior airline customer service. Achieving top-notch airline support with chatbots. Upgrades or upselling management. Let’s face it. Special assistance requests.

Airlines 88

Airlines Chatbots Upselling Self service 88

Beyond Philosophy

DECEMBER 11, 2014

In the final of our series of nine posts about the parts of your organization that affect Customer Centricity, we have the Top Ten Mistakes Cultures Make with Customer Experience : Senior management and back office employees are not spending time with Customers. The majority of a Senior Manager’s time is spent in meetings, not with Customers.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride. (IT by Scott Kendrick.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

ShepHyken

JANUARY 10, 2024

It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. Because it’s a different airline, it takes an extra couple of steps, and she didn’t want to do it.” Yes, the second agent took great care of me. And is it her fault or the manager who oversees the ticket counter agents?

Customer Service 252

Customer Service Airlines Customer Experience Management 252

Beyond Philosophy

JULY 30, 2015

Next to airlines, few places on Earth take greater advantage of Customer’s poor planning and laziness than the hotel mini bar. But having the shampoo in the shower is handy—especially if you are already showering and are ready to wash your hair, and didn’t necessarily remember to grab it off the counter next to the bloody sink.

Customer Experience 398

Customer Experience Airlines Morale Management 398

ShepHyken

MAY 22, 2017

SmartBrief) Early in my career, I worked for an incredible general manager that taught me a lot of C.R.A.P. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. My Comment: There has been so much negative press about the airlines in the last two months – especially since the United Airlines debacle.

Airlines 209

Airlines Customer Service Self service Technology 209

Beyond Philosophy

JUNE 11, 2015

Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs. Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

ShepHyken

AUGUST 4, 2024

How to Navigate Travel Disruptions While Enhancing Customer Experiences by Peter Slater (Aircraft Interiors International) Disruptions are an unavoidable aspect of air travel, but the key lies in how we manage them. My Comment: It was just over two weeks ago when most airlines had a technology meltdown.

Airlines 212

Airlines Customer Service Advertising Marketing 212

ShepHyken

JANUARY 18, 2019

It’d be like getting on an airline that’s committed to a great in-flight experience, but the pilot’s messages can only be 30 seconds in length, flight attendant interactions are limited, and you have a brief survey at the end asking how your peanuts were. Would you ever use that airline again?

Customer Experience 252

Customer Experience Airlines Average Handle Time Contact Center 252

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. Suddenly, each airline had its own website, with its own esoteric booking system, full of opaque requirements and mandatory fields. Shep Hyken. You aren’t the only one.

Customer Experience 239

Customer Experience Airlines Chatbots Personalization 239

Beyond Philosophy

JULY 5, 2015

Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value. Customer Sensitivity. Customer Focus. Everyone is involved in providing value to customers – from C-suite to front-line – and everyone understands his/her role. .

Customer centricity 279

Customer centricity Complaint resolution Banking Airlines 279

Beyond Philosophy

MAY 30, 2020

How things will change in the “new normal” and what you can do to manage it is almost anyone’s guess. However, if you can open your mind to trying new things other than what you normally would do, you might discover the magic trick that makes it all work well for managing your customer behavior.

Airlines 286

Airlines Consulting Consulting Customer Experience 286

Steve DiGioia

AUGUST 17, 2015

Micro managers are usually people that don’t have faith in their employees. Is “the boss”, Herb Kelleher , standing next to each ticket agent at Southwest Airlines ? Your new employee(s) are ready to be the face of your business and deal with your well-valued customers. Click To Tweet. This is ridiculous!

Airlines 234

Airlines Management Customer Service 234

Beyond Philosophy

FEBRUARY 17, 2020

For example, many years ago, he tweeted snarky comments about a recent Customer Experience he had with the airline JetBlue. It’s not just about the price or the delivery, or all the other objective things that businesses managed over the years. Many times, these interactions surprised Messina.

Airlines 415

Airlines Call Center Consulting Consulting 415

ShepHyken

JANUARY 30, 2017

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. After all, you can’t foresee all of the nuances and dynamics that may constitute a crisis.

Customer Service 206

Customer Service Airlines Customer Experience Personalization 206