{"id":16911,"date":"2019-08-14T20:23:17","date_gmt":"2019-08-14T20:23:17","guid":{"rendered":"https:\/\/www.bareinternational.cl\/?p=16911\/"},"modified":"2019-08-14T20:23:17","modified_gmt":"2019-08-14T20:23:17","slug":"improving-customer-experience-in-the-airline-industry","status":"publish","type":"post","link":"https:\/\/www.bareinternational.com\/es\/improving-customer-experience-in-the-airline-industry\/","title":{"rendered":"IMPROVING CUSTOMER EXPERIENCE IN THE AIRLINE INDUSTRY"},"content":{"rendered":"

Since the Wright brothers first flew Kitty Hawk in 1903, airplanes have come a long way. However, despite the many advantages of air travel, customer service is one of the few things airlines are rapidly tarnishing their reputation over.<\/strong><\/span><\/p>\n

From long waits at the airport to rude check-in staff: airline customer service is a universal frustration. A survey by Zogby Analytics and published on\u00a0247WallSt<\/a>\u00a0showed the\u00a0seventh most used in the U.S\u00a0<\/a>is actually ranked the worst for customer service. Regardless of its apparent popularity, Spirit Airlines ranks at 150th place for customer satisfaction. In other words: last. According to the survey, the best airline to choose is Southwest Airlines. Their \u201cexcellent\u201d ratings were 35.96 percent and their \u201cpoor\u201d ratings were only 4.63 percent. So what can these low-ranked airlines learn from the findings?<\/p>\n

Southwest Airlines didn\u2019t come out on top for no reason. The low-cost airline has earned a reputation of collecting and\u00a0analyzing data<\/a>\u00a0to make improvements in customer service. Starting with their technology. Today, companies are crunching data and use artificial intelligence to determine exactly how angry a customer has to be to bail. In fact,\u00a0technologies<\/a>\u00a0can track how long a customer will wait for a human to answer the phone and how many ads they will tolerate. They can monitor the tone of a customer\u2019s voice. Furthermore, these new technologies also reduced costs by embracing intelligent automation for some of its operations; such as online self-check-in systems, automated passport control, and custom clearance.<\/p>\n

Technology aside, it is crucial for any airline company to ensure their customers are well assisted before, during and after their travel.\u00a0 Mapping the customer journey is where a little customer experience research can go a long, long way:<\/p>\n