Chris Sharp’s Post

Customer Experience Lessons From My World Travels: "I experienced something worth sharing recently, and we can take at least three lessons from it. I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I experienced something worth sharing recently, and we can take at least three lessons from it. I booked an international trip for a speaking engagement. On the day of departure, I was dropped off at the airport and went directly to the ticket counter. It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. The agent only gave me one and told me to get the next boarding pass when I landed. I’ve done this many times before and never had trouble getting both boarding passes at the outset. Rather than argue with her, I thanked her, went to the other end of the ticket counter, and talked to a different agent who was happy to ..." Continue reading • Shep Hyken's latest guest post for Human-Centered Change & Innovation here: https://lnkd.in/geXJ86Gj #customerexperience #travel #marketing #customerservice

A couple of customer experience things from buying airline tickets today. No. 1: We all need to think more carefully about our #cx in our rush to collect data from customers. How would you describe your travel? -- Business -- Pleasure That's it; two choices. We're traveling to a memorial service. How would you classify that one, airline execs? No. 2: Making parents pay extra to sit with children who are minors puts profits over customers (and common sense). Period. And when you start putting price tags on each and every seat, you're unlikely to get people to voluntarily switch seats because, hey, they paid for that seat, not a different one. Airlines often have the among the lowest customer service scores compared to other industries. Google tells me they even have negative NPS scores. But it's been that way for years and they don't seem motivated to change. #travelindustry #airlines #customerservice #customerexperience

As we make our final boarding calls for that long-awaited summer vacation, some airlines seem to rise to the occasion more than others. Despite the fierce competition and individual customer preferences, one thing is certain: #travel is back and better than ever. Shepard (Shep) Hyken shares his analysis of the #ACSI’s 2024 Travel Study and how focusing on maintaining high operational standards and customer care is more crucial than ever in his piece for Forbes: https://lnkd.in/gTyzCCD6 #CustomerSatisfaction #CX

As the travel industry evolves, so do the ways consumers pay for their trips. Flexible payment options like Buy Now, Pay Later (BNPL) and split payments are reshaping travel booking, allowing customers to balance their budgets while enjoying more travel freedom. Learn how these trends are changing the landscape and what it means for consumers and the travel industry. #BNPL #TravelTrends #FlexiblePayments #BuyNowPayLater #SplitPayments #TravelIndustry #TravelBooking

Nearly 30,000 flights are delayed every day. With the peak travel season on the horizon, vacations and business trips could turn into drawn-out waiting games. For airlines, it’s a high-stakes test of #CustomerLoyalty. ✈️ It’s in these moments — when airlines go above and beyond — that reputations are either reinforced or eroded. Delivering standout #CustomerExperience when it counts can turn a disruption into a silver lining, building loyalty that sticks long after the flight finally lands. 🤝 Read our blog to learn how airlines can turn delays and cancellations into unique opportunities to win over customers: https://lnkd.in/g9K3ZNTx #CX #Outsourcing

Ancillary Revenue: Personalized Customer Experience or Unfair Charges? In the airline industry, ancillary revenue has become a hot topic, sparking a debate over its impact on customer experience. On one hand, airlines are leveraging ancillary services to create a more personalized experience for travelers. For example, partnerships with companies like CarTrawler enable airlines to offer car rentals and other services that cater to individual needs and preferences. Airlines like American and British Airways are enhancing their loyalty programs, providing tailored rewards that resonate with frequent flyers. These initiatives aim to create a seamless travel experience, where customers feel valued and understood. However, there’s a flip side. Many travelers feel that ancillary fees can be excessive and even misleading. Charges for seat selection, baggage, and other services can lead to frustration, as they often feel like "unfair charges" that inflate the cost of their travel unexpectedly. As we look to the future, it’s crucial for airlines to strike a balance. By prioritizing transparency in their pricing and ensuring that ancillary services genuinely enhance the customer experience, airlines can foster loyalty while avoiding the pitfalls of customer dissatisfaction. What do you think? Are ancillary fees justifiable if they lead to a better travel experience, or do they come across as unfair charges? #Airlines #AncillaryRevenue #CustomerExperience #TravelIndustry

If you saw my missed call log, you'd be surprised to find how many hotels, airlines, cruise lines, and travel agencies appear as "unknown number." Branded calling isn't just a "nice to have" in the travel industry; it's a "must have" when you consider the impact on both call center agents and customers. In the travel & entertainment sector, inbound call traffic is high, with outbound calls mostly reserved for callbacks and urgent updates. However, people tend to ignore calls from unknown numbers, even when they're expecting them, leading to wasted agent time and subpar customer experiences. The bigger the company, the larger the cost of inaction. Be a unicorn in a field of donkeys. Stand out from the crowd by branding your calls and elevating the customer experience. #CX #BrandedCalling #TheWholeBunch

Translink’s latest customer experience survey for August, which covers when 50¢ fares began on the fifth day of that month, shows bus, train, ferry and tram users in south-east Queensland were all more positive about the cost of their trip, with a total score of 4.68 out of 5. That compares with 3.92 out of 5 the month earlier, and 4.02 in August 2023. Overall, public transport users gave better scores to 16 out of 25 of the questions asked on the survey compared with a year ago. https://lnkd.in/gqTBH-yC

𝘼𝙞𝙧𝙡𝙞𝙣𝙚 𝘽𝙤𝙤𝙠𝙞𝙣𝙜 𝙋𝙡𝙖𝙩𝙛𝙤𝙧𝙢 𝙈𝙖𝙧𝙠𝙚𝙩 𝙍𝙚𝙨𝙩𝙧𝙖𝙞𝙣𝙩𝙨 𝙖𝙣𝙙 𝘾𝙝𝙖𝙡𝙡𝙚𝙣𝙜𝙚𝙨 𝑮𝒓𝒂𝒃 𝒕𝒉𝒆 𝑷𝑫𝑭 𝑩𝒓𝒐𝒄𝒉𝒖𝒓𝒆 𝑵𝒐𝒘 :  https://lnkd.in/ekZ4CFrd An #airline #booking #platform is a #software #application that enables #airline #customers to #search for, #select, and #book #flights. The platform may be offered by an airline #directly to its #customers, or it may be offered by a #third-#party #provider. When an airline offers a booking platform directly to its customers, the platform is typically integrated with the #airline’s #reservation #system. This enables the airline to offer a #seamless #booking #experience to its customers, as well as to manage its inventory and #pricing in #real-#time. Airlines that do not offer a booking platform directly to their customers often use a third-party provider. These providers typically offer a white-label solution that can be branded with the airline’s logo and colors. The third-party provider manages all aspects of the platform, including inventory, pricing, and customer support. The airline booking platform is a critical part of the airline industry, as it enables airlines to sell their products and services directly to customers. Airlines that do not have a booking platform may be at a competitive disadvantage, as customers may prefer to book with an airline that offers a more streamlined and convenient booking experience. 𝙍𝙚𝙨𝙩𝙧𝙖𝙞𝙣𝙩𝙨 & 𝘾𝙝𝙖𝙡𝙡𝙚𝙣𝙜𝙚𝙨 The key restraints and challenges in Airline Booking Platform market include the need for airlines to have a comprehensive understanding of the distribution landscape, the need for seamless connectivity between various airline booking platforms, and the challenge of maintaining a high level of customer satisfaction. In order to have a comprehensive understanding of the distribution landscape, airlines need to have a clear understanding of the various types of distribution channels available to them, as well as the capabilities of each channel. This includes understanding the difference between direct and indirect distribution channels, and the various types of inventory that can be accessed through each channel. Additionally, airlines need to be aware of the various distribution fees that may be associated with each channel, and the impact that these fees can have on their overall profitability. #airline #booking #platform #software #application #airline #customers #book #flights

Folks, if you do not HAVE to travel.. as in, you’re not stuck at the airport or in a city and can’t get back home, don’t do it. It’s absolutely chaos. Currently stuck at ATL.. flights are consistently getting delayed for 7-8 hours (one hour at a time) and then canceled at 2:30 AM. You can’t get your checked bags or get ahold of anyone in customer service. The apps aren’t working to rebook neither is the website and the lines to talk to customer service are literally a mile long. Prices are astronomically high to get rebooked (not that you’d be able to even if you decide to bite the bullet and purchase the $900 ticket for a one hour flight). People are sleeping all over the floor and the bathrooms are disgusting. You can’t get rental cars either so that’s not a good back-up plan.. hotels are also filling up like crazy due to last minute flight cancellations. Just wanted to warn those who are considering flying. Don’t do it. Wait a couple of weeks. Some people have been stuck since Friday.