The Great Debate: Price Vs. Customer Service in Securing Brand Loyalty

How can companies balance competitive price and exceptional service quality?

What drives customer loyalty more – value or quality?

Join Customer Experience expert Stacy Sherman as she welcomes Jeremy Hyde, the Director of Customer Service for Sun Country Airlines, in a fascinating conversation on the Doing CX Right podcast.

This episode tackles:

• The balance and impact of bundled versus unbundled price strategies in the airline sector, with insights from Delta and Spirit Airlines.
• How safety and strict regulations are at the forefront of the US airline industry, instilling confidence in travelers.
• Tactics airlines employ to sift through feedback and complaints, using them as a compass for service enhancement and informed decision-making.
• The various customer reactions to low-price airlines and how experience sometimes takes a backseat to pricing.
• Jeremy’s thoughts on why a transparent price is essential to avoid customer dissatisfaction and attrition.
  

Timestamps And Topics About Price Versus Customer Service To Gain Customer Loyalty:

[00:00] Introduction

[01:12] Jeremy’s Role at Sun Country Airlines

[02:45] A La Carte Pricing in Airlines

[04:18] Comparing Delta’s Bundled Pricing and Spirit’s Unbundled Pricing

[06:05] Affordability and Accessibility in Airline Travel

[07:30] Safety in the US Airline Industry

[09:03] The Role of Trust in Pricing Perception

[10:42] Aligning Customer Expectations with Airline Services

[12:15] Airlines Utilizing Feedback and Complaints for Improvement

[14:28] Nuanced Approach to Customer Service Quantity and Quality

[16:50] Efficiency and Skill Challenges in Customer Interactions

[18:24] Learning from Other Experts: Advice to Younger Self

[20:17] Aligning CX with Organizational Vision and Target Customers

[22:05] The Impact of Price on Airline Customer Decision-Making

[23:45] Frontier Airlines: Cost vs. Traditional Customer Service

[25:30] The Effect of Hidden Fees on Customer Satisfaction

[27:03] Importance of Individual Development in Customer Service

[28:45] The Debate Around the Net Promoter Score (NPS)

[30:52] Cost Effectiveness and Service Options for Diverse Customer Needs

[32:40] Challenges in AI Implementation Across Different Sized Organizations

[34:58] Key Takeaway for Leaders and CEOs: Investing in People

[36:27] The Value of Challenging and Caring Leadership

[38:11] Wrapping up the Conversation with Jeremy

Whether you’re at the helm of an airline, managing customer service teams, or eager to implement customer-centric practices, listen to Stacy Sherman and guest Jeremy Hyde as they chart a course towards improved customer experiences beyond the skies.

Press Play  To WATCH On Youtube

Get Updates About Doing CX Right

About Jeremy Hyde:  

Jeremy Hyde is the Director of Customer Service for Sun Country Airlines and serves as the President of the Midwest Contact Center Association (MWCCA).

 With over 15 years of experience in the contact center industry, Jeremy is recognized for collaborating with industry experts and professionals to champion best practices, foster innovation, and drive the evolution of contact center strategies. He is dedicated to advancing the industry’s standards and promoting continuous improvement in customer service. Jeremy has a history of building teams from the ground up, supporting new product launches, leading through times of both crisis and historical growth, and fostering an environment that encourages both individual and collective success.

 With a deep focus on enhancing the customer experience, Jeremy is dedicated to staying at the forefront of industry trends and leveraging his expertise to contribute to the success of the contact center community. Jeremy talks about leadership, networking, customer experience, employee experience, and all things contact center.

Connect on LinkedIn

About Stacy Sherman: Founder of Doing CX Right®‬

Customer experience and marketing global keynote speaker, journalist, co-author of two books, advisor, and host of the award-winning DoingCXRight podcast. Known for her Heart & Science™ framework that helps you gain profitable clients and brand loyalty–fueled by an empowered workforce. Stacy’s been walking the talk for 25 years as a strategist and practitioner at companies of all sizes and industries, i.e., Liveops, Verizon, Schindler Elevator Corp, Wilton Brands, and AT&T. She’s also a board advisor at multiple universities, featured in Forbes and other top-rated publications.

Her Why: To cultivate loyal relationships and meaningful experiences that enrich people’s lives. Contact Stacy for DOING Customer Experience (CX) and Service Right, not just TALKING about it. Continue reading bio >here.