CX Perspectives
How a Failed Bus Experience becomes a Rally Cry for Passengers
A single experience can shed light on major vulnerabilities in transportation experience. A bus trip we took from Atlantic City reveals the danger of breaking promises to customers, the importance of disruption management, clear communication, and reliable technology, and the fundamental human need for hospitality….
How Seamless Customer Journeys Drive Revenue
Many travel and transportation executives identify revenue sources narrowly. Think ticket sales, ancillary fees like baggage and amenities fees or premium upgrades. Many customer experience practitioners limit their scope to designing seamless journeys. The real revenue value emerges when these two schools of thought unite,…
What the United JetBlue Partnership Signals for Passenger Experience and Airline Revenue Optimization
Last week I had the pleasure of seeing United Airlines CEO Scott Kirby at the WSJ Future of Everything Festival. And to hear from him about the just-announced United JetBlue partnership that will bring United back to JFK in 2027. First, and most importantly, don’t…
Hotel Service Recovery Strategies in Action: Real-World Example and Lessons Learned
From both a revenue and service delivery point of view, a hotel stay equals more than providing a place to stay. Done well, it creates an experience that makes guests feel welcomed and cared for. It becomes the experience that connects guests to your brand…
What is Taxing Your Customer Experience?
In our customer experience consulting engagements with organizations from travel and transportation to corporate environments, we see the same six challenges to delivering seamless customer experiences. The struggle to deliver experiences that meet and exceed customer expectations across these six fronts threaten the CX-ROI connection…
Beyond the Arena: Transform Local Experience for World Class Events
Let’s get honest about local experience around major events. While it is exciting for the world to show up in your hometown for a major event like the World Cup or the Olympics, it often feels inconvenient and even burdensome to local residents. Visitors take…
