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

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. Communication is critical for achieving both personal and sales goals. Define expectations and establish accountability. Essential Considerations for Your Customer Service Culture.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

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

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. These assistive technologies provide employees with hints, prompts, tips and even personalized promotions based on real-time, dynamic interpretation of what the customer needs or would find appealing.

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. The article also reminds us that loyalty programs can provide important data and information about your customers, allowing you to personalize their experiences. But there’s more.

Customer Service 216

Customer Service Self service Airlines Government 216

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

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. Allowing time for reflection gives the person time to come up with a face-saving reason for changing his or her mind. Solving customer problems is expected. Shep Hyken.

Airlines 216

Airlines Customer Care Engineering Accountability 216

Steve DiGioia

AUGUST 1, 2016

His/her decisions are right and for all the obvious reasons; he knows better, he has the experience and he was put in charge because he’s the best qualified person the company has. 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.

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

Myra Golden Media

NOVEMBER 14, 2017

I was trying to check in for my American Airlines flight on my phone. I was transferred quickly, and the person I ended up with looked into my itinerary and then she said: “Ms. I was able to get one boarding pass, but not the other. After several failed attempts, I called American and explained my problem. This eLearning is super easy!

Airlines 153

Airlines Accountability Personalization Customer Service 153

Fonolo

OCTOBER 8, 2020

I just want to redeem my airline credit. United Airlines. This is what I imagine @ATT call centers look like for the fact that I’ve been on hold for 20 minutes and counting & still haven’t talked to a person ????? Delta Airlines. Who would do this to a person?? Please I’m literally going insane. Chase Bank.

Airlines 141

Airlines Banking Accountability Contact Center 141

Win the Customer

NOVEMBER 14, 2016

How about being a bit more personal and actually communicating with your customers? On social media, companies should aim to employ a more personal tone in their interactions. Using this tone, evocative language and even emoticons, they allow the personality and humor of their tweeters to shine through. Conclusion.

Customer Service 145

Customer Service Airlines Marketing Banking 145

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. Click here.

Customer centricity 195

Customer centricity Telecommunications Airlines Accountability 195

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. . So what is the solution when someone can’t answer these questions accurately?

Airlines 104

Airlines Banking Call Center Accountability 104

The Petrova Experience

DECEMBER 17, 2024

How Investments in Airports of the Future Fuel Customer Experience Excellence Today, it is fairly common for the average person – even the average CEO – not to fully understand blockchain or biometrics. And a potential cornerstone of personalized, effortless passenger experience.

Transportation 75

Transportation Best practices Construction Wait times 75

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

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

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. Bad reviews tend to go viral (as in the case of United Airlines). It takes thorough data gathering and researching about your target audience to create a personalized interaction with them. Personalized Engagements.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

CSM Magazine

FEBRUARY 5, 2025

Hybrid contact centers integrate advanced technology with skilled human agents to deliver faster, more efficient, and personalized support. A purely human-driven contact center can struggle to scale, while an entirely AI-driven support system may lack the personal touch needed to address complex inquiries.

Contact Center 52

Contact Center Chatbots Analytics Airlines 52

Steve DiGioia

JANUARY 11, 2016

Just ask the airline and retail industries if holidays are days that “we all should be off”. These tweets are “retweeted” over and over again providing a false account of the circumstances. Each of them has their own health and personal financial issues to tend to also. Should this even be an issue?

Airlines 136

Airlines Advertising Coaching Management 136

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

ProProfs Blog

JULY 19, 2019

A simple Google search query containing the terms “united airlines passenger” takes you directly to that incident. The result of this was severe online backlash from people all around the world and resulted in many policy changes for all airlines. Some of these policy changes included: Additional annual training for all employees.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

VocalCom

FEBRUARY 27, 2018

Many industries are using chatbots in this capacity with great success—notably, the airline and banking sectors. United Airlines uses a chatbot called AutoPilot to help customers with all their flight information needs, while Bank of America’s “Erica” chatbot helps customers with nearly every aspect of account management.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

Vonage

DECEMBER 18, 2018

People coming into the bank to make a simple transaction may also ask about opening a savings account for their child’s college. Contrast that with a 30-minute delay with another airline, accompanied with frequent, useful communication and a voucher for the inconvenience. Which airline are you likely to choose going forward?

Customer Experience 101

Customer Experience Customer Service Airlines Banking 101

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

Help Scout

JULY 13, 2021

Final call for boring One man was on hold for 15 hours with Australian airline QANTAS. Hiding humans When you’re looking for help and a competent, caring person arrives, it is an incredible experience. Making it hard to talk to a person is so common that services like GetHuman exist to help people find human assistance.

Customer Service 137

Customer Service Scripts Chatbots Airlines 137

Branch Mesenger

JULY 23, 2018

He was the CEO of American Airlines. I got a job at American Airlines -- a place where you couldn’t even get an interview. Older people will call on the young adults to run their accounts -- namely Facebook campaigns that will drive sales. When I finally had the honor of meeting the CEO of Southwest Airlines, George H.W.

Airlines 48

Airlines Accountability Personalization Sales 48

Kayako

MAY 13, 2022

Self-service portals provide the foundation of modern customer care by allowing customers to help themselves with information about products, services, the company, account information, and order status. The portals also automate routine customer issues such as changing account information or passwords. Privacy policies.

Self service 118

Self service Airlines Accountability Customer Care 118

Nicereply

SEPTEMBER 2, 2020

Imagine you meet the person of your dreams. A great example of this has been demonstrated by United Airlines. You might recall the recent bad customer service of United Airlines and how that’s affected them (hint: customers and employees are not happy). Customer satisfaction is the difference between surviving and thriving.

Airlines 126

Airlines Morale B2C Customer advocacy 126

ProProfs Blog

AUGUST 28, 2020

They want more personalization during their experience with your brand. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Understand that customers expect a personalized experience when approaching your brand for support.

Self service 157

Self service Feedback Airlines Metrics 157

Netomi

JULY 13, 2022

Facilitating the real-time, human-like conversation between a human and a computer, conversational AI enables companies to make every interaction feel relevant, personal and unique – sparking conversations that are driven by intent. Baggage costs for an airline, for instance, might vary based on the type of seat a person has (i.e.

Chatbots 105

Chatbots Airlines Best practices Self service 105

Toister Performance Solutions

APRIL 15, 2021

It means we understand how another person is feeling. This provided people in a wide variety of roles, from accounts payable to product development, with a new perspective on their customers. I once witnessed an airline gate agent masterfully use this technique to calm down an irate passenger who had missed her flight.

Technical Support 118

Technical Support Airlines Customer emotions Customer Service 118

Teresa Allen

JUNE 1, 2017

Much talk followed the United Airlines passenger being dragged off a plane and the subsequent incident involving a family that was asked to leave when the name on the ticket didn’t match the name of the person flying. Learn lessons from customer service encounters in your personal life that apply to your work life!

Customer Service 67

Customer Service Airlines Complaint resolution Entertainment 67

ijgolding

JULY 19, 2016

Over the last few years, I have contacted a number of CEOs of organisations I have personally interacted with. However, if a customer takes the time to actually locate your contact details and describe an experience in great detail, I consider that some form of personal response is not too much to ask.

Airlines 75

Airlines Customer centricity Enterprise Personalization 75

CSM Magazine

JANUARY 27, 2025

Direct Communication : For a personal touch, engage with customers one-on-one through live chat or emails. Segmenting Customers for Personalized Experiences Not all customers have the same priorities. Once youve identified these segments, create personalized experiences for each. Are they satisfied with your shipping times?

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

Teresa Allen

JUNE 1, 2017

Much talk followed the United Airlines passenger being dragged off a plane and the subsequent incident involving a family that was asked to leave when the name on the ticket didn’t match the name of the person flying. Learn lessons from customer service encounters in your personal life that apply to your work life!

Customer Service 62

Customer Service Airlines Complaint resolution Entertainment 62

Toister Performance Solutions

JULY 11, 2019

What the study didn't account for was toxic employees who weren't fired. This doesn't even take into account the soft costs associated with unchecked harassment such as lost productivity, decreased morale, and turnover. TSA agents physically violating airline passengers with overly aggressive security screenings.

Advertising 87

Advertising Airlines Surveys Morale 87