ShepHyken

JANUARY 28, 2025

Technology has transformed loyalty programs by creating a more seamless and personalized experience. If a company provides an amazing experience, a well-designed loyalty program can enhance it and inspire true customer loyalty. In the US, a typical consumer might be a member of around 15 loyalty programs. .”

Customer Experience 213

Customer Experience Airlines B2B Banking 213

Beyond Philosophy

OCTOBER 7, 2021

Unless you are a terrible person or you have horrible friends and family, my guess is you would say no. 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. It’s emotional.

Airlines 432

Airlines Banking Accountability Customer centricity 432

Beyond Philosophy

MARCH 31, 2020

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. So airlines might even stream live to passengers how the plane is being cleaned … who knows. Digital On-Demand and Personalization. Certainly, masks are here to stay.

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

OCTOBER 22, 2015

The Dartmouth team found an accurate activation pattern of negative emotions that estimates how negative a person will feel when they look at upsetting photos. 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.

Customer emotions 401

Customer emotions Airlines Consulting Consulting 401

Beyond Philosophy

JUNE 15, 2018

Airlines Run Mental Accounting Too Often in the Red. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. Airlines’ pricing often irritates and disappoints customers. These surcharges feel annoying, a far cry from the happy and pleased emotions airlines should be seeking.

Airlines 360

Airlines Accountability Consulting Consulting 360

PeopleMetrics

JANUARY 29, 2025

Example: A global airline integrates AI into its VoC platform to analyze real-time passenger feedback from post-flight surveys. AI identifies a correlation: passengers dissatisfied with baggage handling during layovers are more likely to view the airline as unreliable in the brand perception study.

Marketing 116

Marketing Airlines Surveys Feedback 116

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

OCTOBER 29, 2020

For example, we were working with an airline that wanted to improve their experience. ” In essence, this alone tells you everything you need to know about this airline. In other words, you might have to fire someone who isn’t on board, particularly if that person is a high-profile, senior person.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

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. That’s Person-to-Person.) Let’s “bookend” the list with another airline article.

Airlines 260

Airlines Customer Service Automotive Customer Experience 260

ShepHyken

DECEMBER 21, 2020

Keep it simple, collect lots of data, personalize the experience, and maintain loyalty… Seems like a formula for success just about every company can use. Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. Nothing fancy here. Here’s Why.

Airlines 308

Airlines Customer Service Advertising Customer Experience 308

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I thought to myself, “That is an amazing person. I was wearing a baseball cap with the St.

Airlines 331

Airlines Customer Service Personalization Customer Experience 331

Beyond Philosophy

OCTOBER 5, 2023

Ryanair, a European discount airline service, has made a whole airline out of this concept. Airlines started charging for checked bags around 15 years ago in the US. The exception is Southwest Airlines. The calculator would sometimes reveal that the British Airways fare was lower than the so-called low-fare airline.

Airlines 379

Airlines Consulting Consulting Education 379

Beyond Philosophy

FEBRUARY 5, 2015

In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another.

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 is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Q: Is Personalization imperative for Customer Experience. Personalization is critical to Customer Experience because of how it makes your customers feel.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

NOVEMBER 1, 2019

He tells a story about forming a personal bad habit. The airlines were smart about interrupting automatic and repetitive behavior when they installed self-check-in kiosks. ” However, the airline had people “combing the queue.” Charles Duhigg had an excellent book called The Power of Habit.

Airlines 350

Airlines Education Self service Consulting 350

Beyond Philosophy

JUNE 4, 2015

To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

JUNE 6, 2019

Facial recognition identifies you, the person. Facial expression analysis identifies how you, the person, feel, not who you are. Airlines use it to help people check in for flights more efficiently, which is of great value to many passengers. We feel more comfortable with technology if we get value out of it.

Airlines 354

Airlines Banking Technology Customer emotions 354

Teresa Allen

MARCH 9, 2020

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread. Allegiant excerpt: We understand your decision to travel at this time is personal and many factors are involved.

Airlines 106

Airlines Customer Service Personalization 106

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. The Chief financial Officer, Neil Sorahan agrees, saying they improved and listened to their Customers.

Airlines 344

Airlines B2C Surveys B2B 344

PeopleMetrics

JANUARY 20, 2025

Example: Imagine an airline using an LLM-powered VoC platform to analyze feedback. The LLM flags this as a new topic, prompting the airline to investigate. Build Relationships: AI can analyze feedback and identify pain points, but delivering personalized, empathetic responses is something only humans can do.

Analytics 118

Analytics Airlines Feedback Surveys 118

ShepHyken

DECEMBER 4, 2020

Let’s take an airline that invests in a paid facial recognition fast track experience at the security checkpoint. If this airline has primarily leisure travelers (i.e. If this airline has primarily leisure travelers (i.e. families, vacationers, infrequent travelers) the adoption of this technology will likely be low.

Customer Experience 281

Customer Experience Airlines Customer centricity Surveys 281

ShepHyken

MAY 31, 2017

I refer to that person as The Force Within. That person delivers Amazement within the larger group, which may not necessarily be operating at the same standard as he or she is. I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. Welcome to United.”

Airlines 210

Airlines Personalization Customer Service 210

Beyond Philosophy

SEPTEMBER 19, 2014

If you are an airline that wants to put the fun back in flying for customers, add jokes to your safety videos to get people to watch them again and have good feelings associated with your brand. Trying to go for a whole new experience at one time is tough to convince any person of, especially a customer that likes the status quo well enough.

Airlines 296

Airlines Consulting Consulting Metrics 296

ShepHyken

APRIL 17, 2019

The more a person plays, the thicker the calluses get, which immunizes people against blisters and pain. He didn’t like the way big airlines treated customers. Customers may have built up tolerance in the form of an experiential callus to the way the airlines treated them. My hands were just fine. It’s simple.

Airlines 255

Airlines Banking Consulting Consulting 255

Beyond Philosophy

DECEMBER 10, 2018

But the surveys we receive from airlines, rental car companies, telecoms and the like don’t feel that way. And you have an opportunity to respond and interact in a personal way that creates positive memories and builds relationships. Customers feel valued because you value their opinion. You mean it and will act on it.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

Beyond Philosophy

NOVEMBER 22, 2017

It’s really the same as building relationships in your personal life. We find out where we disagree and what we are doing that is annoying to the other person. If either of us did, it would be extremely unfair to the other person! What customer relationship lessons have you learned from your personal life? Disagreements.

Airlines 338

Airlines Consulting Consulting Advertising 338

Beyond Philosophy

FEBRUARY 27, 2017

I’ve also qualified for airline elite status after a busy travel year, and then watched the perks squandered when I didn’t fly as much in the next one. He personally visits hotels and thanks employees for their work. The company is also credited with helping employees achieve personal goals such as living abroad.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

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. Let’s face it. Travelling has been getting harder and harder since Covid came around.

Airlines 88

Airlines Chatbots Upselling Self service 88

Beyond Philosophy

SEPTEMBER 23, 2021

Customers also want to talk to the right person, and they want to get to the right people quickly and without friction. . The flight attendant told me the airline was canceling the flight and wanted to let me know first because I had so many miles with the airline. However, the airline was proactive and made me feel special.

Airlines 273

Airlines Feedback Self service Best practices 273

ShepHyken

MAY 22, 2017

Userlike) The phone is one of the oldest and most personal customer service channels. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. So what led to this so-called “perfect storm” of customer experience failings, and what, if anything, can be done to improve CX within the airline industry?

Airlines 207

Airlines Customer Service Self service Technology 207

ShepHyken

JUNE 6, 2018

I inquired about who that “special” person was getting the extra attention, and my server said, “He’s in here all the time.”. I notice the same type of behavior happens with airlines and hotels. It’s easy to spot the frequent traveler by the way they are treated by airline and hotel employees.

Airlines 247

Airlines Customer Service Personalization Customer Experience 247

PeopleMetrics

JANUARY 31, 2025

Example: An airline receives thousands of customer complaints every day. AI cross-references negative feedback with frequent flyer data, ensuring that high-value customers receive personal follow-ups while lower-tier complaints are addressed with automated solutions. AI can personalize responses, but humans build relationships.

B2C 98

B2C B2B Airlines Surveys 98

Beyond Philosophy

AUGUST 13, 2015

That’s almost Zen-like in its simplicity, accuracy, and application, and they have inspired such well-known CEO’s as Jack Welch, Jan Carlzon (Scandinavian Airlines), Horst Schulze (Ritz-Carlton Hotels), and Herb Kelleher (Southwest Airlines) in their thinking and management styles. Are the followers reaching their potential?

Customer centricity 279

Customer centricity Airlines Enterprise Education 279

Beyond Philosophy

AUGUST 1, 2018

Over time, we opened an office in Florida and switched to a more convenient airline, Delta. We all know that business travelers with such a high status are the most profitable for airlines. While the email isn’t as effective as more personal contact, it would have been something at least. I had gone, and nobody cared.

Airlines 299

Airlines Sales Consulting Consulting 299

ShepHyken

MARCH 24, 2017

Just pick up the phone, dial a number, and speak to a friendly person on the other end to arrange everything. Suddenly, each airline had its own website, with its own esoteric booking system, full of opaque requirements and mandatory fields. Then the internet arrived with its promise of increasing efficiency.

Customer Experience 235

Customer Experience Airlines Chatbots Personalization 235

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

JANUARY 18, 2019

The proliferation of AI and automation into our work and personal lives means that the nature of work is changing. Would you ever use that airline again? How committed are you to creating a better experience for consumers if your strategic goals aren’t truly strategic? Would you consider that a great customer experience?

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247