Most businesses are struggling to cope with the pressures of Covid-19 – few if any had planned for scenariuos such as Covid-19 in their operating model. Long wait times for customers, poor or incomplete responses or simply shutting off customer access to support are a few of the worst ways businesses are responding. But a… Continue reading Is your AI chatbot just a dumb IVR call tree?
During my lifetime, nothing has been as disruptive on our daily lives as the Covid-19 crisis. As a global pandemic, at some point, every citizen on earth will be faced with some change (albeit temporary) to the way they live their lives. It’s been huge, unnerving and destabilising – and travel, and more broadly the… Continue reading 4 ways Covid-19 has changed the way I’ll travel in future
I generally try and avoid negative mentions of any specific businesses or brands in my weekly posts – we all have ups and downs and making changes for the better is always a challenge. But recent events in a large UK business have warranted a case study in how not to treat your customers. When… Continue reading A case study in how not to deliver service disruption
I recently undertook one of my crazy “fly-around-everywhere” weekends, which took hubbie and me to six countries on ten planes with four airlines. You might think I’m crazy to spend precious leisure time on flights and in airports (on that, I couldn’t possibly comment), but from a CX (customer experience) perspective, there’s a lot of… Continue reading The loyalty quandary faced by airlines
Over the festive period, I travelled a fair bit, and as always, I closely observed the service and experience delivered. This year, my travels took me to Florida, to escape the chilly British winter. The approach to customers in America is very different to that in the UK, with a relatively formulaic approach often used… Continue reading Observations on Customer Experience in the USA
When talking about customer experience, bringing the story to life with real world examples is a really useful way to help people “get” what you are trying to achieve. It’s not always easy to do in a public forum such as a blog – I need to be mindful of individual’s privacy and customer reputations,… Continue reading 3 examples of when above & beyond service drives loyalty
So you reckon you’d rather like to earn status with your preferred airline to get priority security and boarding, unlimited lounge access, complimentary champagne, and a shiny metallic card to allow you to sashay past other passengers? This week, I’m offering a crash course in attaining status and building your frequent flyer habit! Don’t go… Continue reading Tier Point Runs for beginners
As most readers know, my “hobby” revolves around airports, airlines, business lounges and planes. So I was looking forward to the latest results from Skytrax, who produce an annual ranking system, based on approximately 20,000,000 customer reviews. Here’s three observations I made from the 2017 Skytrax results: Customer satisfaction comes from delivering the right experience… Continue reading Customer satisfaction versus profits – an aviation perspective
I’ve just booked my 4th weekend break for 2018. What, you haven’t even organised your summer holiday yet? You do realise you’ll be paying through the nose for that week in the sun? Friends and colleagues marvel at how often my husband and I go on holiday, enjoying priority security lanes, sipping champagne in first… Continue reading 5 secrets of an elite frequent flyer
Last weekend, I flew out to discover the Rock of Gibraltar, and for an airline geek, landing on such a unique runway (between a mountain and the sea) was very exciting! I know, I know, I love flying – the plane, the crew, the airport – the whole lot combines to create a great experience. With… Continue reading Can a regulated industry create a great customer experience?