Steve DiGioia

APRIL 17, 2017

To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. 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…. 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. Walmart, has been considering development of its own ‘house’ bank, which would provide even more customer data.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

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.

Airlines 88

Airlines Chatbots Upselling Self service 88

SharpenCX

JANUARY 15, 2020

What about the examples of good customer service and the success stories of leaders and employees who ban together to deliver outstanding experiences? They’re the ones who hold leading spots on top satisfaction lists and who have a following of raving customer advocates. First up: Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

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

Win the Customer

NOVEMBER 14, 2016

Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. So, which companies do social customer service right?

Customer Service 145

Customer Service Airlines Marketing Banking 145

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options. That’s what we all fear.

Contact Center 291

Contact Center Self service Banking Airlines 291

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. If you do this on a continuous basis, you’ll establish strong relationships with your customers due to the value you’ve been giving them.

Airlines 276

Airlines Metrics Advertising Sales 276

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. When I was a customer service executive, a big part of my bonus was tied to something called a Net promoter Score. It is a survey that asks how likely you are to recommend a product or service.

CCNG 195

CCNG Airlines Surveys Feedback 195

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. Competition is great for Customer Experience. Airlines don’t either. Buses in London don’t take cash.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Help Scout

JULY 13, 2021

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong.

Customer Service 137

Customer Service Scripts Chatbots Airlines 137

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult. Shep Hyken.

Airlines 216

Airlines Customer Care Engineering Accountability 216

CSM Magazine

JANUARY 27, 2025

Excellent customer service isnt just a nice-to-have for online wholesale storesits a necessity. Small shifts in communication, support, and responsiveness can create loyal customers who choose your store every time. Lets break down how you can make the most of these tools to provide top-notch customer service.

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

ProProfs Blog

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. .

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

Fonolo

OCTOBER 8, 2020

Despite this shared sentiment, hold time is still a standard practice in customer service. So, businesses worldwide experienced a rude awakening last March when the COVID-19 pandemic struck, causing overwhelming call volumes and incredibly long queues for panicking customers. I just want to redeem my airline credit.

Airlines 141

Airlines Banking Accountability Contact Center 141

Vonage

DECEMBER 18, 2018

It was a deeply engaging and apropos discussion as many businesses embark on initiatives to transform their contact centers and deliver on the customer experience promise. In fact, the discussion organically tilted toward customer experience rather than customer service - a subtle, but noteworthy shift in being customer centric. .

Customer Experience 101

Customer Experience Customer Service Airlines Banking 101

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. Too Many Meetings. But something IS different.

Morale 0

Morale Airlines Management Accountability 0

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

ShepHyken

MARCH 23, 2018

How to prevent and correct: Companies should seek input and insights from client-facing employees about the state of customer relationships. Empowering customer service employees to resolve problems in real time can help contain potential problems. Having this insight before a situation can erupt publicly is invaluable.

Airlines 210

Airlines Morale Benchmark Marketing 210

VocalCom

FEBRUARY 27, 2018

Many brands believe that chatbots are key to modernizing customer service. It’s still an early stage for chatbots within the domain of customer experience, and companies need to use them prudently. Here are five tips for optimizing the use of chatbots in your customer service strategy.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

Kayako

OCTOBER 20, 2015

When I think back to my own experiences, only a few times have I truly been blown away by customer service and made to feel like a truly valued customer, instead of just another ticket that needs to be dealt with. Customer service is overlooked in many companies. Good vs Great customer service.

Customer Service 105

Customer Service Airlines Customer Support Engineering 105

Toister Performance Solutions

MAY 7, 2020

Confusing or broken self-service options. Forcing customers to switch communication channels to get help. Transferring customers from one department to the next. Making customers repeat information, such as account numbers. The customer wants to use airline miles to travel on a Monday, but the flight is sold out.

Customer Service 111

Customer Service Self service Wireless Advertising 111

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. FedEx has linked “inbound caller identification” to their customer database to improve customer experience.

Benchmark 97

Benchmark Customer Experience Airlines Education 97

Teresa Allen

JUNE 1, 2017

​Customer service failures have captured the headlines in 2017. As such, companies are becoming ever more aware of how their brand reputation is linked to individual customer service encounters! As a consumer, how can you take advantage of this customer focus? Now here is the truth of customer service today.

Customer Service 67

Customer Service Airlines Complaint resolution Entertainment 67

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

Kayako

JANUARY 24, 2018

Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. Customers hate putting in effort to get problems resolved. Did the comparison site or airline double book me?

Customer centricity 101

Customer centricity Customer Service Self service Chatbots 101

Netomi

SEPTEMBER 3, 2022

Signaling an end to a long-standing policy of travelers exclusively booking tickets through their own website, for the first time, Southwest announced that it would allow customers to purchase tickets on the travel booking website Kayak. ” Enhance the Travel CX with AI. ” Enhance the Travel CX with AI.

Airlines 98

Airlines Transportation Multichannel Government 98

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

CSM Magazine

JULY 3, 2017

Sorry, it’s worse: It’s every other company that’s offering rock star customer service. One of my clients, Alaska Airlines, implemented a simply brilliant strategy with its “20 minute baggage guarantee.” So, if you’re in accounting, remember that your customer is not your boss who wants the reports on time.

Customer Service 78

Customer Service Airlines Coaching Benchmark 78

Teresa Allen

JUNE 1, 2017

​Customer service failures have captured the headlines in 2017. As such, companies are becoming ever more aware of how their brand reputation is linked to individual customer service encounters! As a consumer, how can you take advantage of this customer focus? Now here is the truth of customer service today.

Customer Service 62

Customer Service Airlines Complaint resolution Entertainment 62

customer sure

FEBRUARY 26, 2018

The very best customer service can be undermined by the wrong tone of voice. And if you want to get honest feedback from your customers, they need to trust that you’re listening. Please ensure that should any asepct of the services we render cause disgruntlement in yourself that you touch base with us promptly.

Customer Service 101

Customer Service Airlines Enterprise Banking 101

Quiq

FEBRUARY 3, 2023

While HR leaders are facing the labor shortage head-on with recruiting tactics and budget increases, customer service teams need to search for ways to provide the service the industry is known for without the extra body count. In 2019, the travel and tourism industry accounted for 1 in 10 jobs around the world.

Customer Service 80

Customer Service Airlines Chatbots Feedback 80

Nicereply

DECEMBER 8, 2020

Agents should be held responsible for situations where it’s in their remit to keep the customer happy. When should agents be held accountable for bad CSAT scores? Creating positive customer service experiences should be the ultimate goal of any company, but there are still going to be times when customers are less than satisfied.

Accountability 66

Accountability Airlines Feedback Customer Service 66

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. . Loyalty is not derived from treating your customers like criminals. .

Airlines 104

Airlines Banking Call Center Accountability 104

CSM Magazine

JULY 19, 2024

The Microsoft IT outage caused by a CrowdStrike software glitch has significantly impacted customer service across various industries. Customer service teams relying on Microsoft 365 services have faced challenges in accessing essential tools and data, leading to delays and decreased efficiency in handling customer inquiries.

Airlines 52

Airlines Customer Service Banking Entertainment 52

Enghouse Interactive

JULY 29, 2020

Jeanne’s second blog looks at why the human touch is a vital part of the customer service process. 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.

Airlines 40

Airlines Chief Customer Officer Accountability Personalization 40

ProProfs Blog

JULY 19, 2019

The impact of the digital age on the customers’ decision making can be simplified down to: More options. More influence over other customers. For 96% of customers, customer service is important for brand loyalty. Understanding Customer Experience: The Customers’ Point-of-View. More switching power.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140