Beyond Philosophy

JUNE 11, 2015

What Publix does, instead of loyalty cards, is try different alternative approaches to build sales. Some retailers do more than emphasize the sales and service fundamentals. This has enabled Trader Joe’s to generate sales per square foot that are double the sales per square foot of Whole Foods.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

NOVEMBER 22, 2017

It’s really the same as building relationships in your personal life. The company loses sales on that day, but it communicates a shared set of values with its outdoorsy customer base. We find out where we disagree and what we are doing that is annoying to the other person. Let’s take my marriage as an example. Disagreements.

Airlines 338

Airlines Consulting Consulting Advertising 338

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 244

Customer Experience Airlines Chatbots Personalization 244

ShepHyken

SEPTEMBER 26, 2016

Anything less than a consistent experience erodes confidence and eventually sales. So, just like any relationship – both personal and business – there are a few things you should consider. However, my experience flying an airline this past month made me seriously question these claims. A quick – and fun – read.

Journey mapping 309

Journey mapping Customer Service Contact Center Airlines 309

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. One retailer has combined its loyalty program with a 5% point of sale discount, building volume from its highest value customers.

Airlines 210

Airlines Entertainment Consulting Consulting 210

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. Customers receive far deeper personalization that they were used before.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

Beyond Philosophy

JULY 10, 2017

One French bookseller reported a 10% increase in sales after using the technology. Airlines Are Using Spy Tech, Too. Passengers wear an Ocean Medallion technology, which is a token they wear on their person that interacts with sensors all over the ship that record what the passenger is doing. It works, too.

Airlines 313

Airlines Consulting Consulting Technology 313

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

APRIL 15, 2019

Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Communication is critical for achieving both personal and sales goals. It assured her that the person would hear her message soon and would get back to her in a reasonable amount of time.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Beyond Philosophy

MARCH 31, 2015

Branches allow for direct contact with individuals and businesses important for the sales of financial services. Or, like staying at a Ritz-Carlton, shopping at an Apple store, or flying Southwest Airlines. This does not mean that bank branches will go the way of video stores or carriage shops, however.

Banking 310

Banking Airlines Self service Finance 310

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. These assistive technologies provide employees with hints, prompts, tips and even personalized promotions based on real-time, dynamic interpretation of what the customer needs or would find appealing.

Contact Center 296

Contact Center Self service Banking Airlines 296

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. It blurs the lines between customer service, marketing, and even sales. So, I went on Twitter and direct messaged American Airlines that I was going to miss the flight. Social Proof.

Marketing 228

Marketing Customer Service Airlines Self service 228

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. Moreover, these two are intertwined.

Airlines 221

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.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

TeleDirect

DECEMBER 24, 2024

Top 3 Trends Shaping Customer Service in 2025 Customer service is undergoing a revolutionary transformation as businesses adapt to evolving consumer expectations, technological advancements , and the competitive need for personalization. Focus on Omnichannel Consistency: Ensure personalization is seamless across all communication channels.

Customer Service 62

Customer Service Analytics Airlines CRM 62

Beyond Philosophy

DECEMBER 10, 2021

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. Reichheld believes these scores should drive promotions rather than sales figures.

Airlines 273

Airlines Metrics SaaS Accountability 273

Beyond Philosophy

JUNE 9, 2022

If you don’t know much about boats or planes or business class particulars, then talking to a person might be more helpful for you. Learning about it from a YouTube video feels less embarrassing than admitting you don’t know what you are doing to another person face-to-face or on the phone. If You Build It, Will They Come?

Self service 221

Self service Airlines Chatbots Consulting 221

CCNG

AUGUST 16, 2023

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

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. My Comment : How does Southwest Airlines continue to deliver extraordinary customer service in the airline industry? CMO) VP of customer support services talks through its latest customer technology transformation.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

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. Data security risks due to varying laws.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

ProProfs Blog

FEBRUARY 22, 2019

Avoiding the typical sales pitch. Personal engagement: Sephora’s Beauty Insider program grants access to free makeup classes and an online community. Another brand that focuses on personal engagement is IKEA. For example, United Airlines offers United MileagePlus , a popular airline rewards program.

Customer retention 123

Customer retention Airlines B2B CRM 123

Beyond Philosophy

SEPTEMBER 12, 2024

Digital marketers use it for everything from flash sales to seasonal promotions to abandoned cart emails. Now, one could argue that the airline’s many actions and marketing decisions created scarcity and urgency. However, if you want to make a sale, regardless of the effect on customer welfare, that doesn’t.

Marketing 195

Marketing Airlines Morale Sales 195

Steve DiGioia

APRIL 11, 2016

Two lanes with a person and 2 lanes each with 4 self checkout terminals. Instead of the phone being answered by a person the customer is routed through a never ending selection of prompts to identify the issue by department, problem faced, etc. What do you see? What number to I press to quickly speak with a human being?

Self service 191

Self service Interactive Voice Response Airlines Personalization 191

HGS

OCTOBER 30, 2014

Think about the last time you booked an airline ticket or placed an order for a product. Don’t customers want to talk to “a real person”? If done properly, transformation doesn’t have to be expensive; rather it can save costs and improve revenue from sales. Chances are you completed those transactions online.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

Win the Customer

NOVEMBER 14, 2016

By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers? On social media, companies should aim to employ a more personal tone in their interactions. Remember, the key is in the word social.

Customer Service 145

Customer Service Airlines Marketing Banking 145

ShepHyken

AUGUST 26, 2016

Following each myth I provide additional insight, personal observations or explanations for common misconceptions. Read Shep’s latest Forbes Article: Recent Airline Service Debacles Remind Us: Communication Is Key. . MYTH – Great customer service starts with understanding the customer is always right.

Customer Service 0

Customer Service Airlines Government Consulting 0

Fonolo

DECEMBER 12, 2018

United Airlines’ decision to forcibly eject a customer from an overbooked flight had all of the makings of a PR disaster. By 2020, 30 percent of all B2B companies will employ artificial intelligence (AI) to augment at least one of their primary sales processes. The cost of this mishap?

Gamification 116

Gamification Airlines Contact Center B2B 116

Beyond Philosophy

AUGUST 29, 2024

This situation happens because calculating the revenue is fast and easy, and you can do that quarter by quarter and based on the sales. Southwest Airlines has a policy of always siding with their employees. Talk to Colin about how he can speak ‘in person’ or ‘virtually’ at your conference. Click here.

Customer centricity 195

Customer centricity Telecommunications Airlines Accountability 195

Fonolo

JUNE 26, 2019

In a majority of instances, US and EU laws require the airline to provide compensation, though fewer than 1% of passengers ever receive it. They do take 25% of the payout if the claim is approved, but this seems like a small price to pay to avoid the nightmare of airlines’ notoriously long hold times.

Customer Service 104

Customer Service Airlines Transportation Call Center 104

Vonage

DECEMBER 18, 2018

Frank Marzano, Manager, CS Operations at Vertafore, insurance software solutions provider for independent agencies and brokers, MGAs, and carriers, shared his personal story echoing the same concept of an emotional response to a service. Which airline are you likely to choose going forward? The perfect storm for an unhappy customer.

Customer Experience 101

Customer Experience Customer Service Airlines Banking 101

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

Toister Performance Solutions

JUNE 3, 2021

The employee rids themselves of a person they find annoying and unpleasant when an angry customer storms off. Many travelers have vowed never to fly a certain airline, until they realize that airline offers the only low-cost, direct flights to their destination. Customers begrudgingly accept poor service.

Airlines 110

Airlines Transportation Marketing Customer Service 110

ProProfs Blog

AUGUST 19, 2020

Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

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

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

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. Guidance is the key here.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102