Beyond Philosophy

OCTOBER 5, 2023

Our sales tax is called the VAT, which stands for Value Added Tax. 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.

Airlines 379

Airlines Consulting Consulting Education 379

ShepHyken

FEBRUARY 28, 2020

Jim didn’t win every sale, who does, but he always outperformed his counterparts. He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. Before Jim gave his sales pitch, he did something very interesting. Except for Jim.

Airlines 311

Airlines Sales Employee engagement Customer Experience 311

ShepHyken

SEPTEMBER 11, 2023

Plus, Shep and Jason talk about the NPS leaders in various industries, including automotive, groceries, airlines, and more. Companies need to achieve a balance between product quality and customer experience. Quotes: “Happier customers are more valuable to the business.

Automotive 338

Automotive Airlines Benchmark Service level 338

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

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. They are far more concerned about filling the sales funnel with new customers rather than taking care of the customers they already have.

Airlines 299

Airlines Sales Consulting Consulting 299

Beyond Philosophy

NOVEMBER 22, 2018

I do it to ensure I want to make the purchase and not merely susceptible to a sales technique. For example, my colleague Professor Ryan Hamilton of Emory University has a friend who only buys fish that is on sale at the market. Her theory is that it is on sale because it is the freshest fish. This rule works well for me.

Airlines 370

Airlines Sales Customer Experience Marketing 370

Beyond Philosophy

DECEMBER 11, 2014

You focus on product sales and performance at team meetings. If you choose to focus on sales and operations at the meeting, then your team will, too. I once worked with an airline that called their Customer “self-loading freight.” What you define as important for the company is what becomes important to the culture.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

Beyond Philosophy

JUNE 4, 2015

The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books. But, there is little that is really new or trailblazing in this idea.

Airlines 360

Airlines Marketing Enterprise Advertising 360

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

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

ShepHyken

MARCH 24, 2017

Suddenly, each airline had its own website, with its own esoteric booking system, full of opaque requirements and mandatory fields. Add in the confusing multitude of airline ticket aggregators and obscure credit card rules, and you have a recipe for a headache. Then the internet arrived with its promise of increasing efficiency.

Customer Experience 239

Customer Experience Airlines Chatbots Personalization 239

ShepHyken

SEPTEMBER 26, 2016

Anything less than a consistent experience erodes confidence and eventually sales. However, my experience flying an airline this past month made me seriously question these claims. Now, there are multiple channels for the customer to use to connect to a company.

Journey mapping 308

Journey mapping Customer Service Contact Center Airlines 308

Beyond Philosophy

NOVEMBER 22, 2017

The company loses sales on that day, but it communicates a shared set of values with its outdoorsy customer base. Unbelievable: Latest Airline Fiasco! That might be a simple, broad value like trustworthiness, or it might be a specific value that your company shares with its core customer base. Disagreements.

Airlines 338

Airlines Consulting Consulting Advertising 338

ShepHyken

NOVEMBER 1, 2017

When she engaged me, it was obvious she had initiative and wanted to help, which also meant hopefully make a sale. The retail store and the airline hired good people. When I walked in the store, the employees, other than her, just stood there and watched me look over their merchandise. It’s constantly reinforced. It turns into a habit.

Customer Service 259

Customer Service Airlines Sales Management 259

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. Most marketers focus on maximizing the profits from the initial sale, but how do you grow and sustain customer lifetime value for the entire customer cycle?

Airlines 278

Airlines Metrics Advertising Sales 278

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

MAY 8, 2017

FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers). My Comment: With all of the negative press that has come out on the airlines since the United incident a month ago, this article shares some positive insights and is a breath of fresh air.

Customer Service 204

Customer Service Airlines B2B Marketing 204

Beyond Philosophy

JULY 10, 2017

One French bookseller reported a 10% increase in sales after using the technology. Airlines Are Using Spy Tech, Too. The idea is that the shop worker can anticipate the customer’s needs and provide better service at that moment. It works, too.

Airlines 313

Airlines Consulting Consulting Technology 313

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. Essential Considerations for Your Customer Service Culture. Too often we don’t celebrate successes. Communicate.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

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 225

Marketing Customer Service Airlines Self service 225

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. In my example, the airline empowered their agent to make a change. Worst yet, my husband was getting in 2 hours prior to my flight.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

CCNG

JULY 3, 2024

When you outsource your contact center operations to a reliable provider, they not only help streamline your operations and reduce costs but they can often bring in initiatives like sales through service. Recently, we helped a leading low-cost European airline leverage the power of analytics, and improve CSAT by 18%.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

ShepHyken

NOVEMBER 23, 2020

Southwest Airlines knows this – they excel by putting employees at the center of their business. My Comment: As long as we’re learning from Chewy.com in our first article, how about we learn from Southwest Airlines. Bean stood behind every sale. This time we don’t look at Southwest’s amazing customer experience.

Customer Service 179

Customer Service Airlines Surveys Contact Center 179

ShepHyken

JANUARY 31, 2017

We know the narrative of distinctive businesses like Southwest Airlines, yet we tend to in our own businesses and our own careers to run away from our uniqueness. He is the author of three Amazon.com #1 business bestsellers; all teaching how to expand profits, increase sales, and engage customers. Your story can define your culture.

Entertainment 233

Entertainment Airlines Customer Experience Sales 233

ShepHyken

MAY 16, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. Power 2022 North America Airline Satisfaction Study. How to Calculate: Customer Lifetime Value Formula (CLV) by ClientSuccess.

Customer Service 167

Customer Service Airlines Metrics Journey mapping 167

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

ShepHyken

OCTOBER 19, 2018

Travel agencies and airlines can learn your preferred times of year to take vacations and favorite destinations to help you schedule your trips in the future. Look for AI to augment and enhance, not take, your job, and watch efficiencies, customer loyalty, and sales rise to new heights.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Technology replacing humans. That’s what we all fear.

Contact Center 293

Contact Center Self service Banking Airlines 293

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. It can also eliminate frustration and stress when traveling. Moreover, these two are intertwined.

Airlines 221

Airlines Self service Call Center Personalization 221

Beyond Philosophy

JUNE 9, 2022

Does that mean that we want to have small talk with a sales clerk? Airline employees were combing the queue to convince us to try it. My point is that they knew we passengers needed some help making the transition, and the airline invested in resources to train us. So, both groups still need socialization.

Self service 221

Self service Airlines Chatbots Consulting 221

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

CCNG

AUGUST 16, 2023

One of the best transaction surveys I’ve encountered is from Delta Airlines. 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.

Surveys 195

Surveys CCNG Airlines Consulting 195

TeleDirect

DECEMBER 24, 2024

Example: Airlines like Delta use predictive analytics to notify passengers of flight delays and offer rebooking options proactively, turning potential frustrations into positive experiences. Revenue Growth: Improved customer experiences translate to higher sales, upselling opportunities, and reduced churn.

Customer Service 62

Customer Service Analytics Airlines CRM 62

Vonage

OCTOBER 24, 2016

I recently organized a service bench-marking visit to Singapore for 22 Korean sales and service trainers. At the Singapore Airlines Cabin Crew Training Center, one visitor asked, “How does Singapore Airlines stay on top all these years? And how do you plan to keep the lead while other airlines work so hard to beat you?”.

Airlines 102

Airlines Customer Service Education Sales 102

ProProfs Blog

FEBRUARY 22, 2019

Avoiding the typical sales pitch. They engage customers more as users than as buyers, shifting their investments from pre-purchase promotion and sales to post-purchase renewal and advocacy. 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

ijgolding

NOVEMBER 13, 2014

These are just some of the things he has said about customers in the past: “If drink sales are falling off, we get the pilots to engineer a bit of turbulence. That usually spikes sales.” The reason why the airline became the one that most loved to hate is not very difficult to understand.

Airlines 99

Airlines Customer retention Engineering Customer Experience 99