Mark Gutmann’s Post

𝐃𝐚𝐲 14: 𝐓𝐡𝐞 𝐈𝐦𝐩𝐨𝐫𝐭𝐚𝐧𝐜𝐞 𝐨𝐟 𝐅𝐨𝐥𝐥𝐨𝐰-𝐔𝐩 𝐢𝐧 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 Effective customer service doesn’t end when an issue is resolved—it’s the follow-up that truly makes a difference. Following up with customers after resolving their problems shows them that their satisfaction matters beyond the immediate fix. It builds trust, demonstrates care, and fosters long-term loyalty, reinforcing the relationship between the customer and the business. A real-life example of this can be seen with JetBlue Airways. Known for its customer-centric approach, JetBlue consistently follows up with passengers after addressing issues like flight delays or cancellations. Whether it’s offering vouchers, providing updates on new flight schedules, or simply checking in to ensure customers’ satisfaction, JetBlue’s commitment to follow-up helps them stand out in the airline industry. This extra step has resulted in stronger customer relationships, with passengers feeling valued and appreciated. The key lesson here is that proactive follow-up is not just about solving a problem—it’s about showing customers that their experience is a priority. This simple act can turn a one-time issue into a positive, long-term connection. #CustomerService #FollowUp #CX #CustomerLoyalty #TrustBuilding #CustomerExperience #ServiceExcellence #CustomerSupport #ProactiveService #RelationshipBuilding

Enhancing Customer Experience in the Airline Industry: The Power of Policy Clarity and Active Listening In the fast-paced world of airline customer service, conflicts can arise at any moment, especially during delays, cancellations, or other disruptions. To ensure a smooth customer experience and prevent conflicts from escalating, two key approaches stand out: policy clarity and active listening. 1. **Policy Clarity**: - A solid understanding of airline policies regarding ticketing, baggage, delays, and cancellations is crucial for frontline staff. - Transparent communication of policies to customers helps manage expectations and reduces misunderstandings. - Empowering employees with comprehensive training enables them to make informed decisions within the boundaries of airline regulations. 2. **Active Listening:** - Listening attentively to customers' concerns without interruption fosters trust and rapport. - Paraphrasing and summarizing customer issues demonstrate empathy and understanding. - Asking clarifying questions allows for a deeper understanding of customer needs and concerns. - Validating customers' emotions, even when immediate resolution isn't possible, acknowledges their experience and helps de-escalate conflicts. By combining policy clarity with active listening, airlines can elevate their customer service standards, mitigate conflicts, and ultimately enhance the overall travel experience for passengers. #CustomerService #AirlineIndustry #PolicyClarity #ActiveListening #CustomerExperience

The Department of Transportation's recent announcement about automatic refunds for airline delays is a long-overdue step towards customer satisfaction. As a frequent flyer, I've experienced the frustration of missed meetings and overnight stays due to airline delays, and the fighting and frustration with airline representatives for a satisfactory resolution is unbearable. Thanks to the DOT, this type of customer work is unnecessary. However, there's still a pressing issue that needs to be addressed: the lack of knee space on flights. Removing one or two rows from every plane and distributing the space evenly among all rows could significantly improve customer satisfaction, even if it means sacrificing a few seats and potential revenue. After all, would you rather return to a restaurant with marginal service and nominal food, or one with great service and great food? Interestingly, the British transportation authority also announced similar rights for its train passengers today. Is this a coincidence or a planned announcement? Let's hope this trend continues, and more transportation authorities prioritize customer satisfaction.

Meeting and Exceeding Customer Expectations in the Airline Industry Customer satisfaction is paramount in the airline industry, and it's achieved when passengers feel their journey was worth every penny. Here are the three core expectations every airline must meet: 1. Safety First - Safety is the top priority for airlines. Customers trust airlines that have impeccable safety records, which are easily accessible online. Factors like aircraft maintenance, security procedures, personnel training, and accident rates play a crucial role in building this trust. 2. Timeliness - Time is a significant factor for air travelers. Customers expect flights to depart and arrive on schedule. An airline’s on-time performance is a critical consideration for passengers when choosing their preferred carrier. 3. Price - Cost is a major determinant of customer satisfaction, especially for leisure travelers who are more price-sensitive. Airlines use yield management to offer varied pricing schemes, catering to different needs. Higher-priced tickets offer flexibility (e.g., date changes, refunds), while discounted tickets may come with restrictions. Beyond these basics, today’s travelers have higher expectations. They seek excellent service quality, proactive action, and genuine appreciation. Airlines must continuously strive to balance these expectations with the value provided. Let's keep prioritizing safety, efficiency, and value to ensure every journey exceeds customer expectations! #Aviation #CustomerSatisfaction #AirlineIndustry #Travel #Safety #Timeliness #Pricing

United Airlines customer satisfaction scores are up 5% due to more detailed explanations about delays and details about trips, including maps. The airline relies on people from outside the industry to avoid jargon. Good customer service blended with good technology goes a long way. #unitedairlines #airlineindustry #customercentricity

United Airlines customer satisfaction scores are up 5% due to more detailed explanations about delays and details about trips, including maps. The airline relies on people from outside the industry to avoid jargon. Good customer service blended with good technology goes a long way. #unitedairlines #airlineindustry #customercentricity

When it’s an industry wide shortage but you are the only company with a line down, it’s embarrassing and costs you more than market share, revenue and customer satisfaction. A good supply chain strategy could have prevented it. #assuranceofsupply #supplychain #supplychainstrategy #totalcostofacquisition #materialsmanagement

"Delivering More Than Cargo: Enhancing Customer Experience Through Reliable Shipping” At NTV Trucking and Logistics LLC, we understand that customer satisfaction and loyalty are built on a foundation of trust and reliability. That's why we consider every shipment not just as cargo but as a chance to enhance your customer's experience. Reliability Matters: We know that your reputation is on the line with every delivery. Our commitment to reliability ensures that your cargo arrives safely and on time, building trust with your customers. Smooth Operations: Reliable shipping isn't just about getting from point A to B; it's about seamless logistics that minimize disruptions, delays, and unforeseen challenges, providing a consistently positive customer experience. Customer-Centric Approach: We put your customers at the heart of our services. Our team's dedication to meeting your customer's needs with efficient, secure, and dependable shipping reinforces their loyalty. Data-Driven Insights: We harness the power of data and analytics to continually improve our shipping services, identifying areas for enhancement and exceeding your customer's expectations. With NTV Trucking and Logistics LLC, reliable shipping isn't just a service; it's a testament to our commitment to your customer's experience. Your cargo, our commitment, creating loyalty through reliability. INQUIRE NOW! Email us at: Info@ntvtandl.com Call us at: 818-860-4156 #freightbroker #logistics #freight #transportation #trucking #truckdriver #trucks #supplychain #freightdispatcher #shipping #owneroperator #cargo #truckingbusiness #logisticsmanagement #warehouse #logisticscompany #dispatch #freightbrokertraining #trucker #business #freightforwarding #transport #truckinglife #flatbed #lessthantruckload #freightagent #travel #broker #loads

Satisfaction Travelers face constant delays, cancellations, and lost baggage, leading to high dissatisfaction. 👀 TNMT’s analysis shows a stark contrast between travelers’ negative views and airline executives’ stable, financial focus. To improve, airlines must prioritize customer satisfaction, leading to higher willingness to pay and better stock performance. ⚡️ Read more: https://lnkd.in/ej9PFCTH

Customer satisfaction has suffered due to cost cutting of big airlines like Lufthansa. But maintaining a high level of passenger satisfaction and incorporating customer centricity into an airline's strategy can be the key competitive advantage. Because of this customer centricity is one of our air transport research fields. Our Article „Key characteristics of perceived customer centricity in the passenger airline industry: A systematic literature review“ has been published in Journal of the Air Transport Research Society,Volume 3, December 2024, 100031 (free access) Many thanks to Stephan Soklaridis & Alexander M. Geske who it all the hard work and to our friends from the Air transport society! https://lnkd.in/eeUcbDGd