Look sometimes “rules” and “regulations” blind us to the most obvious and simple solution and this was the case for United Airlines this weekend. Typically, airlines ask for volunteers and offer some small stipend to passengers to volunteer. MORE
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. MORE
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. MORE
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. MORE
United Airlines forcibly removed a passenger when they needed 4 seats to move their flight attendants. They followed the rules, and the rules were greater than their values. This is evidence of a cultural challenge. The post Rules Based Companies and Values Based Companies – Episode 104 appeared first on The Sales Blog. Video MORE
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. MORE
Social media might have been born out of humans'' need to communicate with friends, to remove geographical boundaries, and share information with loved ones. MORE
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. That was when the airline scrambled to find other passengers who were willing to accept a substantial amount of money to take a later flight. MORE
Every business speaker, blogger, podcaster, columnist, and comedian owes a huge debt of gratitude to United Airlines. Sales Airlines business communication crisis customer negotiating perception policies service social media speaker training United video MORE
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. MORE
The Situation : My job entails a lot of travel and that has resulted in me amassing a decent number of miles on an airlines frequent flier program. I have flown atleast three more sectors since the announcement and I am yet to see in-flight entertainment in the airline. MORE
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. MORE
Another excellent example of a strong brand personality can been seen in the South African discount flight provider, Kulula Airlines. Marketing your small business is an ever-evolving project. MORE
A survey from Clutch (a B2B research company) targeted 1,000 US consumers and asked them to respond to one of these three questions regarding United Airlines recent negative PR incident: More likely to purchase a United Airlines ticket. Less likely to purchase a United Airlines ticket. The result was 53% of the respondents will not buy from United Airlines. So much emphasis is placed on the goal to increase sales. MORE
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 MORE
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 MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
It seems everyone is talking about the unfortunate situation United Airlines had recently. I’m tired of hearing about it and I’m more tired of hearing how people are bashing every United employee they can find. I spend a lot of time in airports and here’s what I see: Thousands of United employees going to work […]. Blog leadership Professional Selling Skills executive sales leader briefing leader sales leader sales leadership MORE
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. MORE
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. MORE
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. MORE
By now many in the US and all over the world have heard about or viewed the video of the United Airlines passenger being forcibly taken off from the airplane. As someone who avoids airline travel like the plague because of the hassle, it has been a long time since I actually read the policies stated when purchasing an airline ticket. Airlines reserve the right to remove passengers if for example the airplane is overbooked. MORE
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. MORE
I have no way to know whether or not what was reported is true, but I read that an algorithm decided which passenger was to be removed from the United Airlines flight that caused such a stir. MORE
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. MORE
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. MORE
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. MORE
Dave Kurlan customer service Apple Dell Verizon profesional speaking lufthansa united airlinesLast week, during my travels to Poland and back, I experienced how companies are using customer service as sales tools. MORE
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. MORE
Interviews Success Be The Best At What Matters Most Joe Calloway Marty Grunder Southwest Airlines What really are the elements that lead toward and result in huge business success? Is it mainly – as we’re often told – about being different? MORE
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. The airlines will need to figure out a different strategy to get out of this price competition. These are just some ideas to differentiate an airline. MORE
To begin with, it was and still is salespeople that sell commercial airliners to the companies that use them. Trade plays a key role in sales, and it is of great benefit for anyone engaged in any level of sales to learn the fundamentals of trade. MORE
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. MORE
Airlines do their level best to retain customers through programs such as Miles and More. But as a customer this kind of locks you into a particular airline or group of carriers–otherwise you’re never able to upgrade. MORE
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. MORE
Airlines Related Topics Mukesh Gupta
APRIL 29, 2014
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.
The 1to1 Media Blog
APRIL 5, 2016
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
The 1to1 Media Blog
OCTOBER 18, 2015
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.
Understanding the Sales Force
JUNE 26, 2014
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.
Understanding the Sales Force
NOVEMBER 15, 2012
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.
Mukesh Gupta
JANUARY 8, 2015
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.
Jeffrey Gitomer's Sales Blog
OCTOBER 17, 2013
We''ve Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us
The Sales Heretic
APRIL 11, 2017
Every business speaker, blogger, podcaster, columnist, and comedian owes a huge debt of gratitude to United Airlines. Sales Airlines business communication crisis customer negotiating perception policies service social media speaker training United video
The Sales Hunter
NOVEMBER 23, 2016
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.
The 1to1 Media Blog
MARCH 13, 2014
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.
The 1to1 Media Blog
NOVEMBER 24, 2011
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. That was when the airline scrambled to find other passengers who were willing to accept a substantial amount of money to take a later flight.
Increase Sales
APRIL 11, 2017
By now many in the US and all over the world have heard about or viewed the video of the United Airlines passenger being forcibly taken off from the airplane. As someone who avoids airline travel like the plague because of the hassle, it has been a long time since I actually read the policies stated when purchasing an airline ticket. Airlines reserve the right to remove passengers if for example the airplane is overbooked.
Bob Burg's Blog
MAY 31, 2013
Interviews Success Be The Best At What Matters Most Joe Calloway Marty Grunder Southwest Airlines What really are the elements that lead toward and result in huge business success? Is it mainly – as we’re often told – about being different?
Increase Sales
JUNE 16, 2017
A survey from Clutch (a B2B research company) targeted 1,000 US consumers and asked them to respond to one of these three questions regarding United Airlines recent negative PR incident: More likely to purchase a United Airlines ticket. Less likely to purchase a United Airlines ticket. The result was 53% of the respondents will not buy from United Airlines. So much emphasis is placed on the goal to increase sales.
Mukesh Gupta
MAY 30, 2012
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. The airlines will need to figure out a different strategy to get out of this price competition. These are just some ideas to differentiate an airline.
Mukesh Gupta
JANUARY 30, 2012
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.
The 1to1 Media Blog
APRIL 4, 2012
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
Bob Burg's Blog
JUNE 14, 2012
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.
Vertical Response
FEBRUARY 25, 2014
Another excellent example of a strong brand personality can been seen in the South African discount flight provider, Kulula Airlines. Marketing your small business is an ever-evolving project.
Pipeliner
JUNE 6, 2017
Airlines do their level best to retain customers through programs such as Miles and More. But as a customer this kind of locks you into a particular airline or group of carriers–otherwise you’re never able to upgrade.
Julie Hansen's Sales Blog
OCTOBER 23, 2013
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.
The 1to1 Media Blog
DECEMBER 19, 2013
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.
The Sales Blog
APRIL 12, 2017
I have no way to know whether or not what was reported is true, but I read that an algorithm decided which passenger was to be removed from the United Airlines flight that caused such a stir.
The 1to1 Media Blog
MAY 29, 2012
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.
The Sales Hunter
APRIL 21, 2017
It seems everyone is talking about the unfortunate situation United Airlines had recently. I’m tired of hearing about it and I’m more tired of hearing how people are bashing every United employee they can find. I spend a lot of time in airports and here’s what I see: Thousands of United employees going to work […]. Blog leadership Professional Selling Skills executive sales leader briefing leader sales leader sales leadership
The 1to1 Media Blog
APRIL 4, 2012
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.
Sell More and Work Less
JANUARY 31, 2017
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.
The Sales Blog
MAY 4, 2017
United Airlines forcibly removed a passenger when they needed 4 seats to move their flight attendants. They followed the rules, and the rules were greater than their values. This is evidence of a cultural challenge. The post Rules Based Companies and Values Based Companies – Episode 104 appeared first on The Sales Blog. Video
A Sales Guy
APRIL 25, 2012
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.
The 1to1 Media Blog
SEPTEMBER 26, 2013
Social media might have been born out of humans'' need to communicate with friends, to remove geographical boundaries, and share information with loved ones.
A Sales Guy
APRIL 10, 2017
Look sometimes “rules” and “regulations” blind us to the most obvious and simple solution and this was the case for United Airlines this weekend. Typically, airlines ask for volunteers and offer some small stipend to passengers to volunteer.
The 1to1 Media Blog
DECEMBER 22, 2013
The Sales Blog
NOVEMBER 1, 2013
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.
The 1to1 Media Blog
APRIL 4, 2012
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
Pipeliner
MARCH 28, 2017
To begin with, it was and still is salespeople that sell commercial airliners to the companies that use them. Trade plays a key role in sales, and it is of great benefit for anyone engaged in any level of sales to learn the fundamentals of trade.
Babette Ten Haken
SEPTEMBER 12, 2016
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.
The 1to1 Media Blog
DECEMBER 12, 2014
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.
No More Cold Calling
NOVEMBER 12, 2013
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.
The 1to1 Media Blog
SEPTEMBER 8, 2013
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.
Babette Ten Haken
FEBRUARY 13, 2017
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.
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