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

Netomi

DECEMBER 7, 2022

I’ve never flown with Frontier Airlines, but I know people who have. Passengers are directed to the airline’s app to help resolve the requests and issues, yet the app is not working on your phone. As the world barrels towards digital-first, Frontier Airlines announced its decision to drop its customer service line. Imagine this.

Airlines 52

Airlines Customer Service Chatbots Multichannel 52

CSM Magazine

OCTOBER 18, 2024

This shift has placed personalization at the forefront of successful business strategies, transforming how companies interact with their customers across every touchpoint. The Power of Personalization in Marketing Gone are the days of one-size-fits-all marketing approaches.

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Personalization CRM Automotive Airlines 52

ShepHyken

OCTOBER 20, 2024

Personalization Done Right by Mark Abraham and David C. Spotify attributes a large part of its success to its personalized recommendations—its user base and revenues have both increased by 1,000% in the past decade to more than 600 million users and $14 billion, respectively. That is the epitome of successful relationship marketing.

Customer Service 193

Customer Service Customer centricity Entertainment Airlines 193

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

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.

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Airlines Customer Service Personalization 62

Beyond Philosophy

JUNE 20, 2024

Another example of dynamic pricing is airline prices. Depending on when you booked, you could have paid more or less for your seat than the person seated next to you. Another factor in airline pricing that affects what you pay is when you fly. By contrast, Surge Pricing raises the price to meet the demand for a dwindling supply.

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Airlines Customer centricity Wait times Education 195

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.

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Airlines Consulting Consulting Education 379

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.

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outsourcing Contact Center Airlines CCNG 195

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.

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Airlines Customer Service Automotive Customer Experience 262

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.

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Airlines Customer Experience Customer Service Coaching 90

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.

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Airlines Customer Service Personalization Customer Experience 334

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.

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Airlines Customer Service Advertising Customer Experience 403

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.

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Airlines Accountability Consulting Consulting 360

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.

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Airlines Healthcare Government Self service 499

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.

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Airlines Chief Customer Officer Accountability Personalization 40

CSM Magazine

OCTOBER 5, 2018

The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become. Some of the key findings are: Airlines’ digital service apps are popular. knowing their personal interests. luggage is.

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Airlines Customer Service Surveys Personalization 40

Beyond Philosophy

DECEMBER 28, 2023

Suppose you are at an airport, the airline cancels your flight, and you sit in a call center queue. That means when the AI realizes the airline canceled the flight, it will push out the options before you even have to ask. Mead says customers want easy, simple, personalized answers. If it comes from a human, then great.

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Airlines Self service Call Center Personalization 221

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.

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Customer Experience Airlines CCNG Chief Customer Officer 195

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.

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Airlines Customer centricity Call Center Quality management 417

Kristina Evey

MARCH 14, 2018

It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. She worked for the airline. She would never insist something be done contrary to airline rules and policies. She was trained.

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Airlines Customer Experience Personalization Customer Service 73

ShepHyken

AUGUST 11, 2024

In short, the computer systems from United, American, Delta, and other major airlines went down, stranding and/or delaying travelers for days. The article also reminds us that loyalty programs can provide important data and information about your customers, allowing you to personalize their experiences. But there’s more.

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Customer Service Self service Airlines Government 216

Fonolo

APRIL 30, 2019

However, one clear downside is a lack of competition in the airline industry (that, and the proximity to polar bears). By all counts, Air Canada is an award-winning airline , a brand built on the notion of customer service. Obviously, airlines are often at the mercy of forces beyond their control. This is where our story begins.

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Airlines Customer Service Call Center Wait times 57

ShepHyken

MAY 29, 2023

Then there is the emotional way which is getting people to connect with your brand through personalized engagement and positive experiences. Plus, Mark shares the interesting ways airlines and customers benefit from loyalty programs. First is the transactional way, such as getting customers to subscribe to a product.

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Airlines Marketing Customer Experience Customer Service 156

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.

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Airlines Feedback Self service Best practices 273

Call Center Weekly

SEPTEMBER 6, 2017

The situation required my patience, as well as clear communication from the airline. Unfortunately, the airline didn’t deliver. I never got an answer and in fact, each airline rep I spoke with gave a wildly different and equally confusing update. None listened to me or understood my growing frustration. We would all win.

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Customer Service Airlines Morale Contact Center 327

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.

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Customer Experience Airlines Customer centricity Surveys 368

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.

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Customer emotions Airlines Consulting Consulting 401

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.

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Airlines Education Self service Consulting 350

ijgolding

SEPTEMBER 2, 2015

Ryanair are now the largest international airline IN THE WORLD!!!!! They have become so large, that they are the 6th largest airline overall – only surpassed with airlines that have significant domestic traffic. Ryanair are not alone in doing this – however I personally think that it has gone too far.

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Airlines Transportation Customer Experience Personalization 87

ShepHyken

DECEMBER 10, 2021

He shares how engaging content and personalized experiences can lead to longer-term subscriptions that have a huge impact on brands’ bottom lines. Retaining subscribers with engaging content and personalized experiences is key to building revenue and driving long-term success. . Keep them coming back with compelling content.

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Entertainment Airlines Personalization Self service 216

CSM Magazine

AUGUST 22, 2024

5, while airlines All Nippon Airways and Singapore Airlines secured the No. The dominance of the transport and travel industry in the rankings is attributed to the personalized experiences offered by brands in response to consumer preferences. 4 and PizzaExpress at No. CatSmart moved up to No. 8 positions, respectively.

Customer Service 52

Customer Service Airlines Transportation Surveys 52

CSM Magazine

AUGUST 22, 2024

5, while airlines All Nippon Airways and Singapore Airlines secured the No. The dominance of the transport and travel industry in the rankings is attributed to the personalized experiences offered by brands in response to consumer preferences. 4 and PizzaExpress at No. CatSmart moved up to No. 8 positions, respectively.

Surveys 52

Surveys Airlines Customer Service Transportation 52

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.”

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Airlines Personalization Customer Service 210

Beyond Philosophy

DECEMBER 14, 2023

Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. The airline sees it as a loyalty program for frequent flyers. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. Click here.

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Airlines Metrics Management Technology 221

Inbenta

AUGUST 23, 2024

The power of personalization According to a McKinsey study , personalized product recommendations and triggered communications have big returns: boosting revenue by up to 15% and the efficiency of marketing spend by up to 30%, while reducing customer acquisition costs by up to 50%. Travelers, for their part, want to get personal.

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Airlines Chatbots Personalization Call Center 52

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.

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Customer Experience Airlines Banking Customer centricity 278