Steve DiGioia

APRIL 17, 2017

It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? Helene Wein , Director, Global Accounts at HelmsBriscoe, shares this story…. To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. They were shipped off the next day.”.

Airlines 113

Airlines Accountability Marketing Management 113

Beyond Philosophy

JUNE 11, 2015

A third is “Bluebird”, a prepaid debit card which functions as a Walmart customer’s alternative to having a checking account, with which they can make deposits, pay bills – – and shop at Walmart. Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

SEPTEMBER 23, 2021

The flight attendant told me the airline was canceling the flight and wanted to let me know first because I had so many miles with the airline. Also, the airline had already booked me on another flight and wanted to allow me to get off the plane before they told anyone else. Something that has changed is digitization.

Airlines 273

Airlines Feedback Self service Best practices 273

Beyond Philosophy

NOVEMBER 22, 2017

Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? Wells Fargo deceived millions of customers, opening accounts without telling them. Unbelievable: Latest Airline Fiasco! Organizations love to talk about building relationships with customers. Think about the recent Wells Fargo scandal.

Airlines 338

Airlines Consulting Consulting Advertising 338

ShepHyken

JANUARY 18, 2019

It’d be like getting on an airline that’s committed to a great in-flight experience, but the pilot’s messages can only be 30 seconds in length, flight attendant interactions are limited, and you have a brief survey at the end asking how your peanuts were. Would you ever use that airline again?

Customer Experience 249

Customer Experience Airlines Average Handle Time Contact Center 249

Inbenta

JULY 29, 2021

8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. These situations call for superior airline customer service. Achieving top-notch airline support with chatbots. Airline chatbot examples. Let’s face it. Automate flight search & bookings.

Airlines 88

Airlines Chatbots Upselling Self service 88

Beyond Philosophy

JUNE 11, 2021

We also discovered that when they were squeaking, we would add resources to manage their accounts. We ended up where we had customers generating decent revenue, but nowhere near the revenue they should to warrant the resources that we had devoted to the management of the account. Holding Customers Accountable.

Airlines 248

Airlines Accountability Banking Telecommunications 248

Beyond Philosophy

DECEMBER 10, 2021

Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable. Reichheld also wanted it to be accounting-based because it is well regulated, and there are rules for measurement.

Airlines 273

Airlines Metrics SaaS Accountability 273

ShepHyken

JANUARY 27, 2020

From mobile devices that require biometric authentication to replacing the pin codes and using biometric data to open accounts, the business world is undergoing a transformation. The airline didn’t need to see my boarding pass. My Comment: The other day I boarded a flight.

Customer Service 53

Customer Service Customer retention Airlines Employee engagement 53

SharpenCX

JANUARY 15, 2020

First up: Alaska Airlines. Alaska Airlines has been steadily climbing on the ACSI Index since 2015. And last year, they were the only airline to push past the 70 th percentile, reaching 80% satisfaction and nabbing the number one Customer Satisfaction score in the industry. There’s a lot to love about Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Beyond Philosophy

APRIL 15, 2019

Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Define expectations and establish accountability. Essential Considerations for Your Customer Service Culture. They see a problem, and know it has to be fixed, but it’s uncomfortable.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. Accountants today couldn’t imagine performing their job without some form of calculator. In fact, who would trust an accountant who did not use a machine to supplement their skills?

Contact Center 291

Contact Center Self service Banking Airlines 291

ShepHyken

AUGUST 11, 2024

In short, the computer systems from United, American, Delta, and other major airlines went down, stranding and/or delaying travelers for days. Maybe the next time you go to the DMV or have a question about your social security account, you’ll get a better experience. Only 18% said, “Yes.”

Customer Service 216

Customer Service Self service Airlines Government 216

Andrew Mcfarland

APRIL 11, 2017

To account for this. It may be legal under carriage contracts to forcibly remove peaceful passengers from a plane, as United did earlier this week, but it’s a bad idea. Not all passengers who book tickets show up for flights.

Airlines 86

Airlines Accountability 86

CCNG

JULY 12, 2023

My flight was delayed for 3 hours, it wasn’t all bad I enjoyed airport sushi and interacted with several American airlines employees. It may not surprise you that the next day I got a survey, they wanted my feedback! They already know my feedback, they already know I missed my connection.

CCNG 195

CCNG Airlines Surveys Feedback 195

PeopleMetrics

FEBRUARY 13, 2018

On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. Using Gogo internet, which has been American Airline’s provider since this sort of thing was possible on airplanes, I had an account where all my credentials were stored on my computer.

Airlines 66

Airlines Customer effort Accountability Consulting 66

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Airlines don’t either. Competition is great for Customer Experience. Buses in London don’t take cash.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

ShepHyken

AUGUST 30, 2019

By producing valuable content and distributing it through channels like your blog, email, social media accounts, and even SMS, you’ll start to build engagement with your customers. Some hotels and airlines are particularly good at creating these types of loyalty programs.

Airlines 276

Airlines Metrics Advertising Sales 276

Steve DiGioia

AUGUST 1, 2016

You can’t hold people accountable when they spend most of their time in meetings and taken away from their primary responsibility of managing their departments. Look at the customer service leaders of today; Zappos, Amazon, Southwest Airlines, Ritz Carlton, et al. But the constant poor performers and under achievers go unnoticed.

Morale 0

Morale Airlines Management Accountability 0

ShepHyken

MARCH 23, 2018

For example, United Airlines suffered a 4% decrease in market share after the airline’s overbooking practices precipitated a passenger being dragged off a flight. The 2016 Wells Fargo scandal for opening unauthorized client accounts resulted not only in penalties but in stock declines and lawsuits.

Airlines 210

Airlines Morale Benchmark Marketing 210

ShepHyken

APRIL 21, 2017

But when dealing with a real expert who also happens to have a know-it-all attitude, you often face a dilemma—or several—in offering great customer service: You may need their expertise to solve the problem with their account. Read Shep’s latest Forbes Article: United Airlines Debacle Teaches Valuable Social Media Customer Care Lesson.

Airlines 216

Airlines Customer Care Engineering Accountability 216

Fonolo

OCTOBER 8, 2020

I just want to redeem my airline credit. United Airlines. Delta Airlines. ChaseSupport I’ve spoken to 6 different reps so far and spent over 40 minutes on hold over an online account access issue. worth of fraudulent charges on my account and your customer service is horrible! Thinking of closing my account.

Airlines 141

Airlines Banking Accountability Contact Center 141

Myra Golden Media

NOVEMBER 14, 2017

I was trying to check in for my American Airlines flight on my phone. Choose an Administrator at your company, and that person can add users to your account, assign courses and run progress reports with a couple clicks of the mouse! I was able to get one boarding pass, but not the other. Golden, this is a system error.

Airlines 153

Airlines Accountability Personalization Customer Service 153

Fonolo

DECEMBER 6, 2017

The list is determined by the number of tweets, with the phrase “on hold with”, directed to a brand’s account. The Worst Offenders Include Apple, Amazon, Airlines and 7 on Your Side: Apple, Verizon top ‘on hold’ complaints list ). Delta Airlines!

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

Beyond Philosophy

AUGUST 29, 2024

The account managers, who were compensated based on revenue instead of profit, had account relationships with extremely large customers who had extensive resources within our company to manage the business. Southwest Airlines has a policy of always siding with their employees.

Customer centricity 195

Customer centricity Telecommunications Airlines Accountability 195

Vonage

OCTOBER 6, 2015

Whenever I call Federal Express to arrange an outgoing shipment of Ron Kaufman books, tapes, videos and learning resources, FedEx already knows my name, address and account number … even before I tell them who is calling. Compare this with the telephone service from my favorite airline and taxi companies. Finally, I asked.

Benchmark 97

Benchmark Customer Experience Airlines Education 97

Netomi

SEPTEMBER 3, 2022

This summer, the airline also announced that it would be getting rid of expiration dates on flight credits issued to passengers, becoming the first major US airline to establish such a policy. An airline could proactively send her a message telling her that the flight is full, but there is space for the dress in the crew compartment.

Airlines 98

Airlines Transportation Multichannel Government 98

AWS Machine Learning

JULY 10, 2024

Prerequisites To use this feature, make sure you have satisfied the following requirements: An active AWS account. To request access, contact your AWS account team or submit a support ticket using the AWS Management Console. To request access to the preview, contact your AWS account team or submit a support ticket.

APIs 127

APIs Airlines Metrics Engineering 127

Win the Customer

NOVEMBER 14, 2016

No list of companies that get customer service on social media is complete without mentioning the American airline JetBlue. In response to Hurricane Madeline making landfall, Alaska Airlines sent out a tweet informing travelers of possible delays due to the hurricane. So, which companies do social customer service right? Conclusion.

Customer Service 145

Customer Service Airlines Marketing Banking 145

Nicereply

DECEMBER 8, 2020

When should agents be held accountable for bad CSAT scores? There are several situations where your agents should be held accountable for a bad CSAT score. says Colleen Barrett , Southwest Airlines President Emeritus. Agents can only be held accountable for situations that they have full control over. It’s not my fault!”

Accountability 66

Accountability Airlines Feedback Customer Service 66

ijgolding

NOVEMBER 28, 2014

In 2008, Dave Carroll’s guitar was broken by United Airlines. However, their Experian records have been black listed for the debt even though the account wasn’t in their name! It was only then that it was revealed that the account was in our name! I had never opened an account foe the supply of gas with them!

Airlines 127

Airlines Accountability Finance Banking 127

pindrop

JULY 6, 2021

Airlines, banks, stock exchanges, and trading platforms suffered brief website outages this week 1 after a key piece of internet infrastructure failed, sparking the second major interruption of the past two weeks. . Please click here to learn how First National Bank of Omaha saved 2.5

Airlines 104

Airlines Banking Call Center Accountability 104

ProProfs Blog

AUGUST 19, 2020

Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

Enghouse Interactive

JULY 29, 2020

Delivering this consistently means trusting and empowering your people, as this second case study from Alaska Airlines shows. #2: 2: A Case Study to #MakeMomProud: Alaska Airlines Decided that Employees Can Make It Right. Everyone at Alaska Airlines is held accountable, given permission, and trusted to help a customer in need.

Airlines 40

Airlines Chief Customer Officer Accountability Personalization 40

Branch Mesenger

APRIL 3, 2018

And considering the sheer number of flights that take off every day, it’s astounding to calculate the sheer numbers involved in this corner of the airline industry. At any given moment, the skies above you see many airlines criss-crossing their way across the country. The old-school paper-based way of scheduling airlines.

Airlines 48

Airlines Technology Accountability Feedback 48

Stratifyd

MAY 14, 2019

The American Customer Satisfaction Index (ACSI) released its annual travel report and found that customer satisfaction in the airline industry has increased by 1.4%. So, are airlines actually motivated by commitment to customers, or are they just focusing on the pricing competition to get more business? If so, you’re one of few.

Airlines 40

Airlines Entertainment Surveys Upselling 40

AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Surveys 74

Surveys Airlines CRM Feedback 74