Trending Sources

Customer Engagement: Ideas for Airlines to Improve Customer Engagement

Mukesh Gupta

A bright future for airlines who have good customer engagement. The airline industry has been notoriously infamous about the poor customer experience and engagement. The only airlines that are making profits are the one’s that have some semblance of good customer experience going. Give the book away to all passengers flying on a specific day on your airline.

What's Fueling Customer Complaints with Airlines

The 1to1 Media Blog

More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. The report, released on April 4, found that while the percentage of flights that arrived on time in 2015 rose from 76.2 percent in 2014 to 79.9 percent last year, customers were most frustrated with problem flights, including cancellations and delays.

3 Ways American Airlines Can Win Customers

The 1to1 Media Blog

After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Do Prospects Lie to Your Salespeople Like the Airlines Do?

Understanding the Sales Force

Do the airlines and the FAA seriously expect us to believe that when there is no WiFi on the plane our devices will interfere with navigation but when there is WiFi on the plane the devices won't interfere? After all, these lies continues to work for them, much as the lies the airlines use continue to get us to power down our devices. They tell us that these signals can interfere with the plane's instrumentation. Scary stuff! Some planes are now equipped with WiFi so that your devices can access the Internet from those same devices. They must think we are morons. Prospects.

United Airlines Uses Customer Service This Way to Impact Sales

Understanding the Sales Force

Understanding the Sales Force by Dave Kurlan Yesterday, I was returning from New Orleans on an airline I had previously decided never to use again. When I arrived at the airport, the monitors showed that my flight, scheduled to depart at 5:18 PM, was delayed. I entered a very short queue to speak with a gate agent to learn just how long the flight would be delayed. Nice preparation, United!

United Airlines Proves that Improving Customer Experience Requires Positive Employee Engagement

The 1to1 Media Blog

When I asked her which airline she worked for, she replied, "the worst airline in the world." I responded, "Let me guess--United Airlines.". While attending a cocktail party in December, I met a woman who returned to the U.S. that day from Costa Rica. She was a flight attendant and drove directly to the party from JFK airport. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Right Data at the Right Time to the Right People

Mukesh Gupta

Today I was travelling from Bangalore to Mumbai on an airline. The airline could have used this opportunity to delight at least 6 of their loyal customers. All the airline had to do was the following: Include the Frequent flier status/miles of the passengers in their manifesto. I had a upgrade voucher that I used and got upgraded to Business Class.

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Quit Chasing Every Customer!

The Sales Hunter

United Airlines announced last week a new cheap fare that does not allow ticket holders to carry on any luggage. Their reasoning is they want to attract customers who are now attracted to the ultra low fare airlines like Spirit. Check out at this link a great article by Benjamin Zhang at Business Insider regarding […].

United Airlines Cracks Down on Oversize Carry-Ons

The 1to1 Media Blog

airline customerexperience customerloyalty customerservice customerstrategy Flying is, for some people, a necessary evil. It''s a convenient--and many times the only--way to get from one place to another, as long as you''re willing to check your comfort with your suitcase. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

The 3 Sales Questions I Should Have Asked

Jill Konrath's Fresh Sales Strategies Blog

When the caller announced that he was from Southwest Airlines, I quickly snapped to attention. A few years ago, shortly after launching my new website, I absentmindedly answered the phone when it rang. Winning Deals

The Effect of Airline Overbooking on Customer Service - Think.

The 1to1 Media Blog

Topic: The Effect of Airline Overbooking on Customer Service. The Effect of Airline Overbooking on Customer Service. While most of us would be shocked with such a situation, we seem to take it for granted that airlines regularly overbook their planes and offer ticket holders compensation if they take a later flight. After refusing compensation, he threatened to sue the airline unless he was either given a seat on that plane or put on another flight that would get him to his destination that same day. The Effect of Airline Overbooking on Customer Service.

Be The Best At What Matters Most – A Chat With Joe Calloway

Bob Burg's Blog

From Marty Grunder , who began his landscaping business at 13 (and grossed $400,000 annually while still in college) and is now an icon in the field, to the venerable Southwest Airlines , which profits every year despite being in an industry known for losing money, we’ll see that focusing on what matters most – and being the best at it, simply works. ” [link].

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Travel booking sites are destroying the airline industry.

Mukesh Gupta

The proliferation of travel booking sites like ( travelocity , expedia , makemytrip , cleartrip , Yatra , etc) have reduced the airline industry to an industry competing purely on price and this is telling on the profitability of the industry. This so happens as price is the easiest way to compare multiple airlines. That coupled with the fact that most of the ticket bookings happen on these sites provides them with too much influence over the airline carriers and sets off the negative spiral of lower and lower prices for sectors. Sell tickets only through their own portal.

Why Airlines need to re-design their loyalty programs

Mukesh Gupta

Today, I was reading an article “Why Airlines Need to Reconsider What “Loyalty” Is Today…” This brought back a few questions to my mind. My company has a corporate deal with an airline ( Jet Airways ) in India to minimize the cost of travel. The company also allows me the freedom to choose a different airline if there is no Jet Air flights available at the time I want to fly. This allows me to collect frequent flier miles on that airline. Do they know if I am flying with them most of my trips or also using competing airline carriers?

Why Are Airline Quality Ratings Soaring?

The 1to1 Media Blog

We've all experienced an airline horror story at one time or another. It's inevitable. Whether it's a delayed flight, lost luggage, or a surly flight attendant, these experiences tend to unite us like the 4th of July. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. Customer Experience Customer Loyalty Customer Service Customer Strategy airlinecustomerservice airlinequalityimprovements airlinequalityrating unitedbreaksguitars

A Legendary Character…Of Very High Character

Bob Burg's Blog

Last post we looked at just one example of how Southwest Airlines has created a benevolent environment where team members embrace their responsibility to act in the best interests of the company itself. Battles between airlines and their unions are commonplace, and the lack of trust between them has become almost proverbial. How could that be? ” Can you imagine that?

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Create a Winning Business Personality to Standout from the Crowd

Vertical Response

Another excellent example of a strong brand personality can been seen in the South African discount flight provider, Kulula Airlines. Overheard during one pilot’s welcome message was this gem, “Kulula Airlines is pleased to announce that we have some of the best flight attendants in the industry. Marketing your small business is an ever-evolving project. Check it out here.

Rap your presentation. And other ways to engage your business audience.

Julie Hansen's Sales Blog

The rapping flight attendant on Southwest Airlines received a lot of attention for turning an otherwise boring, monotonous in-flight announcement into a fun, engaging experience for a captive audience. Speaking … Continue reading → ACT Like a Sales Pro Tip Sales Presentation Sales Scripts Uncategorized Julie Hansen presentation skills rapping flight attendant sales sales techniques selling skills southwest airlines It’s not what you say. It’s how you say it.

Airlines Leverage Holiday Cheer

The 1to1 Media Blog

We''re right in the middle of the holiday season and like every other year, organizations are trying their utmost to make the most out of holiday cheer to encourage consumers to make purchases or at least to remain top of mind. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Envisioning the Airport Experience of the Future

The 1to1 Media Blog

Customer Experience Customer Strategy Emerging Trends Voice of the Customer airline customercentereddesignA new study released by Amadeus examines the frustrations that travelers have with today's airport experience and how airports are expected to evolve between now and 2025. The study provides a fairly comprehensive look at what passengers dislike most about the airport experience and what they would like to change. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Air Travel for Business: Where Carriers Get it Wrong

Sell More and Work Less

Having racked up over 225,000 miles over two major airlines last year you could say that my most used office space is seat 3D. Like many professional sellers, I travel all the time. Sales Coaching Pipeline Management sales coaching sales quota sales success selling The Sales Leader

How JetBlue's Marketing Promotes Trust and Loyalty

The 1to1 Media Blog

Each day, airlines connect thousands of travelers with hundreds of distant destinations. Particularly, JetBlue's advertising initiatives show that the airline cares about each individual customer's experience, not just how the airline is perceived. Customer Loyalty Customer Strategy Marketing advertising airline dma groundrules jetblue youtubeThey carry customers from one place to another, often forgetting they are not just passengers, but are people, too. However, for JetBlue, connecting with customers has become a priority at touchpoints throughout the trip cycle.

The Bait and Switch

A Sales Guy

Business Performance Customer Service bait and switch Sales Sales Advice United AirlinesAs far as I know, the “bait and switch” is against the law in all 50 states, so how United gets away with it is beyond me. The bait and switch is when a company advertises a particular product at a particular price, then when the customer shows up to buy, they don’t have the product at that price. The price is now more expensive OR it’s a cheaper product at the same price. I travel to Brazil about every month. It is a 10 hour, red eye that leaves Chicago at 8:30 p.m.,

Tweeting About American Airlines' Social Strategy

The 1to1 Media Blog

Social media might have been born out of humans'' need to communicate with friends, to remove geographical boundaries, and share information with loved ones. But it has long moved on to become an important tool for organizations, and the more savvy ones are leveraging it to interact with their customers. americanairlines customerexperience customerservice customerstrategy socialcare socialmedia

The 10 Most Influential Customer Experience Milestones of 2013

The 1to1 Media Blog

Whether it''s the airlines embracing mobile to assist customers, a bad-boy company promising to make over its service standards, or the launch of new technology that will change how consumers pay for everyday retail goods, these 10 customer experience incidents will change the course of how organizations deliver customer experiences.

Your Goals Are Your Own

The Sales Blog

You have a different view of the world (Think Southwest Airlines and Virgin Airlines). Your Goals Are Your Own is a post from: The Sales Blog | S. Anthony Iannarino. Your strengths are different from your competitors. So are your weaknesses. Even though you sell exactly the same thing, many of your processes are different. You have different capabilities and different limitations.

Why Are Airline Quality Ratings Soaring?

The 1to1 Media Blog

We've all experienced an airline horror story at one time or another. It's inevitable. Whether it's a delayed flight, lost luggage, or a surly flight attendant, these experiences tend to unite us like the 4th of July. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. Customer Experience Customer Loyalty Customer Service Customer Strategy airlinecustomerservice airlinequalityimprovements airlinequalityrating unitedbreaksguitars

Targeting Transactional Customer Experience or Long Term Strategy?

Babette Ten Haken

You and I receive these surveys after each airline flight. However, let’s say you aren’t a hotel, airline or a theme park. Targeting transactional customer experience (CX) can short-change your business long-term. You miss capturing strategic, mission-critical processes and opportunities essential for impacting customer success and customer retention. Your strategic goal?

The Salesperson Mindset: The Quality of Security

Pipeliner

Or an airline pilot until a flight is successfully made? For sales today, a mindset is at least as important as a skillset, and I refer to this mindset as social intelligence. In our ongoing series on this vital topic, we have already discussed the qualities of self-responsibility and individuality. Now let’s look at the next quality: security. Salespeople and Security.

The CX Curriculum

The 1to1 Media Blog

Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result. But customer-obsessed cultures don''t just happen: To help transform a culture, customer experience professionals must develop training and coaching curriculum that touches all employees. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

8 Things Technology Will Never Replace

No More Cold Calling

Do you remember the 2001 Southwest Airlines “Some Things Are Just Better in Person” campaign? Southwest Airlines isn’t perfect (no business is). Digital communication only takes us so far. Generation Y loves technology. They’ve grown up immersed in text messages and emails. So it’s completely logical that many of them prefer communicating digitally rather than talking in person.

5 Things Not to do in a Social Media Crisis

The 1to1 Media Blog

I didn''t think there was a single marketer on the planet who hadn''t taken seriously the viral effect that being unresponsive in social media can have--a painful reminder exemplified by United Airlines and Dominos Pizza. When an angry and creative customer took to social media because of a broken guitar and raunchy employees uploaded videos of themselves doing disgusting things to a sandwich, the lack of response was worse than no response at all. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Sporadic Customer Retention Strategy is not a Strategy at All

Babette Ten Haken

Does the survey read like the standard hotel, airlines and entertainment surveys clients are “used” to receiving? Sporadic customer retention strategy tends to appear in three forms. If you are inconsistent and half-hearted when working with customers, then you lose credibility in their eyes. Do not expect to retain their business due to lack of professionalism. I know. C’mon. Your choice.

Is Surge Pricing Coming of Age?      

Mukesh Gupta

Hotels, airlines are known to have done this for ages and done well. This could be an option for airlines seats, cineplexes, conferences, railway/bus tickets, car parking, workshops, fund-raisers, limited edition items, etc. Surge Pricing is Coming of Age. Uber , Ola and AirBnB all are known to have surge pricing in place. So do cineplexes. In my opinion this is just the V1.0

Do We Really Need Women in Sales?

Jonathan Farrington

It is very similar in many other professions where women have had to work hard to establish not only their rights but also their credibility: For example, when I was growing up doctors were men; airline pilots were men; train drivers, lorry drivers, and soldiers were all men. To which I usually respond - with just the faintest hint of mischievousness - ” Better at selling what?”

The Role of Creativity in the Life of a Product Manager

Mukesh Gupta

It really took off, once an airline pilot, Robert Plath , affixed two wheels (instead of four) and a long handle to suitcases that rolled upright that the luggage with wheels took off. The Role of Creativity in the Life of a Product Manager by Mukesh Gupta. First, lets talk about a few successful products and the stories about how they became successful. The Suitcase and The Wheel: .

Explaining Customer Loyalty and IIoT Customer Retention

Babette Ten Haken

Do they resemble the post-service, perception of service delivery quality surveys used in the automotive, airline and hotel/entertainment industries? Explaining customer loyalty and customer retention for the IIoT ecosystem seems like comparing apples and oranges. Are these practices mutually exclusive? Let’s explore, shall we? Can traditional customer loyalty models serve IIoT environments?

Do prospects lie? How does the answer impact sales success?

Anthony Cole Training

Do the airlines and the FAA seriously expect us to believe that our devices will interfere with navigation when there's no WiFi on the plane, but when there is WiFi on the plane, then the devices won't interfere? After all, these lies continue to work for them, as much as the airlines' lies get us to power down our devices. The speaker was the one and only David Sandler. Scary stuff!

How to Create Quality Content When Nobody Wants to Do It

Sales Benchmark Index

Think of frequent flier programs in the airline industry. A key challenge for every marketing team is producing quality content. The solution is to create an internal content marketing capability. The primary drive behind producing content internally is creating buying process content. This is content that aligns with the prospects buying process. It sounds great right? I’m not a writer”. “I

How Gamification Will Impact Your Sales Initiatives

Sales Benchmark Index

Think of frequent flier programs in the airline industry. If you are like most of corporate America, your year is ending soon. You have started planning for next year. Part of that may include reviewing the success of some of your initiatives. Perhaps you: Rolled out a new sales process. Changed your sales compensation plan. Improved your new hire onboarding. Here’s why. 4 Game Types.