by Annette Franz | Aug 21, 2012 | airlines, communication, customer experience, customer service
Nothing brings a nice, relaxing vacation to a screeching halt like a crappy return flight experience. Are we there yet? I recently wrote a blog about my booking experience for some summer travel with my two boys. We finally took that trip, and the travel, for the most...
by Annette Franz | Jul 3, 2012 | airlines, customer effort, customer service, partner experience
Image courtesy of PixabayWhen you’re mapping out your customer touchpoints, don’t forget that if your customers interact through your partners to purchase your products or services, those partners are a customer touchpoint… your customer touchpoint....
by Annette Franz | Jun 19, 2012 | airlines, customer effort, customer experience, customer service, multichannel experience, partner experience
Gone are the days of griping about baggage fees. The airlines have provided us with some new things to gripe about to forget those baggage fees! (You know the old saying… if you have a headache, smash your thumb with a hammer, and then you’ll forget all...
by Annette Franz | Mar 22, 2012 | airlines, brand, brand promise, change, communication, culture, customer experience, customer satisfaction, customer service, customer-centric culture, employee engagement, employee experience, trust
Image courtesy of PixabayEarlier this week, I had the opportunity to experience the “new United.” I realize United has put forth great efforts to communicate to customers about – and throughout – their merger with Continental, but I feel...
by Annette Franz | Nov 21, 2011 | airlines, brand, brand promise, customer experience, customer service
This blog was originally published by me on 08/09/2010 at http://blog.allegiance.com/2010/08/are-you-delivering-on-your-brand-promise/.I’m a little late working on this blog post because of a family emergency, but it seems fitting that I write it this morning –...
