Defining Passenger Experience: Customer Satisfaction in the Aviation Industry
There is a lot that goes into ensuring passenger satisfaction in the airline industry. An airline pain index published in 2019, shows top reasons a passenger will never fly on a particular airline again. Lost luggage, hidden fees, flight cancellations, unfriendly crews and dirty restrooms top the list. Booking,...
Customer Experience Management Strategy and Marketing
So much has changed on what defines customer loyalty today. Unlike in the past, where price and product could keep a customer returning to your business, client retention is now more about customer experience. Customers want a brand that listens, understands, and responds to their needs. They want a...
Should You Delete Customers’ Negative Comments on Social Media?
When starting a digital brand, unsatisfied customers who leave negative comments about your brand is no surprise. The first instinct when you see a negative comment is to protect your brand by deleting the feedback. Deleting is not usually the wisest choice, but the possibility of damage to online...
Methods of Gathering Customer Feedback
Customers are the core focus of the business. They are the reason companies spend a substantial amount of time trying to understand their needs and how to fulfill them. Customer feedback tools play a significant role in identifying customer needs. They are the insights that indicate how a customer...
Reopening Guide for Tracking The Trends of Customer Sentiment
Several states have been lifting the stay-at-home orders and reopening for non-essential businesses in the past few weeks. In some states, things have developed further, and customers can visit tourist attractions, take local flights, or even eat in restaurants. But, despite the lifting of restrictions, customers are still not...
Player-Driven Video Game Development
How Video Game Publishers can Leverage Voice of the Customer Technology to Improve Issue Tracking and Enhance DLC Feature Prioritization The video game market is currently at an historic high and is continuing to grow exponentially. Furthermore, according to WePC.com and Capcom; International, the DLC (Downloadable Content) market has...
Post Covid-19: Effective Solutions For Improving Airport’s Passenger Experience
COVID-19 has disrupted no sector more than travel, tourism, and entertainment. Airport operations have shut down, which has had a tremendous impact on the number of passengers visiting airports and revenue growth. According to a report released on 15th June 2020, passenger numbers have declined by 62.6 percent since...
Stuck at Home? Now is the Time to Plan!
Sooner or later the COVID-19 crisis will end, and we will be entering a new normal. When this happens, and your guests come back; they are going to be expecting a stellar guest experience. While you’re waiting, we’ve come up with a few things you can do now to...
How Customer Experience Can Increase Revenue
72% of customers are more likely to recommend your business to 6 or more people on the basis of their positive experience. On the flip side, 13% of unhappy customers will share their negative experience with 15 or more people. This statistic is an eye-opener on how customer experience...