When it comes to booking travel, the vast number of options can make even the most seasoned traveler’s head spin. In an effort to compete within the crowded skies of the marketplace, many airlines have started to offer new categories of fares to their customers, allowing consumers more choice within the array of travel bookings. For example, what once was just “Economy” may now have multiple options, like Economy Basic, Economy Standard and Economy Plus, each with different amenities and restrictions.
Nearly all organizations do some kind of analysis or reporting that leverages data. As an outcome, countless decks are produced containing a myriad of charts and graphs, showcasing diverse metrics and results – but only some of them provide useful and actionable analysis that clearly and convincingly articulate “the story” behind those data points such that a broad audience can understand what they mean and act upon their valuable insights.
We all make mistakes, and while most people believe that everyone deserves a second chance, financial institutions often find that a single foul-up can result in a lost customer. So how can your organization fight that response? We set out to answer that question, and, in particular, the role compensation plays in customer recovery.
In more exciting news, Connexions’ parent company, Affinion Group, has acquired of one of its top technology partners, Tavisca Solutions, a leading provider of innovative technology to the travel industry.
Last year, we announced the opening of our new customer service center in Tulsa, OK and unveiled a plan to add nearly 300 new employees to our rapidly-expanding team of travel industry professionals in 2018.
In our “Making Connexions” blog series, you’ll get to know the people who make up our team. This Q&A-style series will highlight some of our newest employees and help you understand more about their role, their expertise and what gets them excited for each day.
Loyalty program managers are often tasked with pulling together results decks and creating compelling charts and graphs to show off the health of their program. When done correctly, these reports can help tell the story of your work and provide insight into how to set your program up for success.
You may not know this, but Connexions Loyalty produces premium video content for those of us who prefer to watch and listen when gathering new ancillary travel and loyalty program information.
When loyalty program managers open their emails at 8 a.m., some may watch their inbox load through cautiously squinting eyes, hoping they don’t see the dreaded “high importance” exclamation point from someone on the social media team. According to Tracx, a social media monitoring service, there are more than 2.8 billion social media users worldwide – and that means, there are 2.8 billion people with their own personal broadcast channel in both good times and bad.
You don’t need an MBA to understand that keeping existing clients is less expensive than attracting new ones. While the Harvard Business Review tells us it’s five to 25 times more expensive to acquire a new customer than to keep a current one, there’s something logically intuitive that tells us that customer loyalty just makes sound business sense. And yet, so many companies today are not living up to their lip service when it comes to customer service. After all, customer service isn’t just the agent on the other end of a phone call or a chatbot. True customer service is much broader, encompassing an organization’s process, philosophy, structure and execution.