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.” Otherwise, customer expectations are violated. Secret 1: Know who your real competition is. About the Author.

Customer Service 78

Customer Service Airlines Coaching Benchmark 78

Customer Guru

APRIL 10, 2018

Continuing with our initiative of sharing experiences of top-notch CX experts, we have another gem of an interview with Mr. Gangadhar Krishna, an independent author, coach, trainer and consultant in customer service and excellence. After some deep introspection, I picked the common link in all these industries – ‘ CUSTOMER ’.

Consulting 110

Consulting Consulting Customer Service Customer centricity 110

C3Centricity

SEPTEMBER 12, 2016

You could take the luxury coach service from Puno to Cusco and arrive four hours earlier. Do your customers feel the same about your product or service? They rely primarily on coach services between the major cities, but they are unlike anything I’ve seen anywhere else around the world.

Airlines 133

Airlines Coaching Banking Customer centricity 133

CX Global Media

JULY 10, 2019

He has held several leadership positions and been characterized as an “other-centered leader” who fosters a transparent environment with an emphasis on engaging and actively listening to all staff and customers. EXPERT SESSION – How Consistent is Your Service? Live chat isn’t a shiny new customer service channel anymore.

Contact Center 120

Contact Center Morale Coaching Chief Customer Officer 120

CSM Magazine

JUNE 21, 2018

Cindy Solomon reveals the secrets of amazing customer service – and how you can provide the same “Wow!” Every time I fly JetBlue Mint, I’m reminded that great service is possible, even in an industry as hated-on as the airlines. Secret 2: Don’t hoard customer service feedback on a “need to know” basis.

Customer Service 58

Customer Service Airlines Scripts Coaching 58

Steve DiGioia

JANUARY 11, 2016

Just ask the airline and retail industries if holidays are days that “we all should be off”. Of course employee number 2 will never fully explain the facts of his termination or that he has received numerous coaching sessions and other opportunities to address his job performance that ultimately led to his dismissal.

Airlines 136

Airlines Advertising Coaching Management 136

Outsource Consultants

SEPTEMBER 14, 2021

This includes excessive hold times, overwhelmed agents, poor customer satisfaction, and ultimately brand harm. Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. Don’t wish you started three months sooner.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

CX Accelerator

APRIL 30, 2018

It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. Leaders scratching their heads wondering how they can provide an “experience”, are turning to their Customer Service Representatives (CSRs) and counting on them to make it happen.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

CSM Magazine

MARCH 30, 2020

JetBlue was one of the first airlines to waive change and cancel fees for coronavirus-related concerns. Hira Ali is an author, writer, speaker and executive coach focused on women’s and ethnic leadership development, closing the gender gap and breaking glass ceilings. If you can afford to, provide relief. About the Author.

Government 119

Government Airlines Coaching Personalization 119

Serenova

OCTOBER 24, 2019

And that makes scary customer service potentially more damaging than ever. According to a recent Vanson Bourne survey of 3,000 US and UK consumers, the vast majority (94%) of respondents say customer experience impacts whether they would make the decision to move from one brand to a competitor. The cost: $88.77. The Unexpected.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

CSR Inc.

NOVEMBER 5, 2017

Every year, the customer service industry is treated to a ‘Worst of’ list of companies – typically banks, airlines and cable or cell phone providers – who have received recognition for delivering astonishingly bad customer service. In many cases, however, they are…well…simply delivering really bad customer service.

Interactive Voice Response 48

Interactive Voice Response Customer Service Wait times Coaching 48

Kayako

JANUARY 25, 2019

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. Alaska Airlines developed a “ We trust you toolkit” for all their employees.

Chief Customer Officer 54

Chief Customer Officer Airlines Customer Service Customer centricity 54

Babelforce

SEPTEMBER 15, 2021

It contains welcome videos from senior leaders and information about the company’s customers, service lines, and philosophy. Experienced employees can provide real-time coaching and feedback, which many of them sincerely enjoy doing! Scripts help agents provide great customer service. 4 Go beyond scripts.

Call Center 102

Call Center Scripts Contact Center Airlines 102

Toister Performance Solutions

JULY 11, 2019

How common are toxic customer service employees? I recently wrote a post describing ways customer service leaders accidentally hire toxic employees, and how to avoid it. One customer service leader put it this way: "Total trickle effect. Customer service reps lying to vendors about unpaid bills.

Advertising 87

Advertising Airlines Surveys Morale 87

SharpenCX

APRIL 8, 2020

Infuriated, I called the customer service line. Rather than dedicating a few agents to email interactions and barring a few others from using chat, coach agents on best practices to handle each channel. Then, they can monitor a single queue for every interaction, no matter how the customer reaches out. .

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

3CLogic

MARCH 9, 2021

Although customers are getting comfortable with using self-service channels for simple queries, COVID-19 only reinforced that voice remains a truly unique communication channel. When dealing with something really important, people need to speak with a real person on the phone to get their customer service issue resolved.

Customer Experience 52

Customer Experience Airlines Coaching Contact Center 52

Netomi

MARCH 25, 2022

Here, we review the key skills that customer service agents need to hone, in today’s ever-evolving landscape of work. How Technologies are Changing the Game, when it Comes to Essential Customer Service Skills. With this in mind, what are some essential customer service skills that cannot be replicated by AI?

Customer Service 52

Customer Service Airlines Chatbots Technology 52

GetFeedback

SEPTEMBER 2, 2019

2: 3 Ways To Inspire Your Team To Provide Standout Customer Experience. David Nour is the author of ten business books, a leadership advisor and executive coach. article, David describes how to leverage the value of relationships in the customer experience journey. Why Is Customer Service So Bad? In the Inc.

Customer centricity 84

Customer centricity Airlines Finance Technology 84

CSM Magazine

JANUARY 23, 2019

It informed customers that a bag was successfully loaded on a plane, and where in baggage claim to retrieve it. The app also notified travelers if a bag was lost and connected them to customer service from the plane via in-flight Wi-Fi to resolve the problem.

Customer Experience 49

Customer Experience Airlines Banking Customer centricity 49

Toister Performance Solutions

MARCH 7, 2019

Andrew Uber, managing director of Culture Insurance Services , hosted a customer service meetup last month at the company's office just outside of San Diego, California. It was an informal gathering of Customer Service Tip of the Week subscribers. Culture Insurance Services seems to have done a nice job doing that.

Airlines 61

Airlines Employee engagement Construction Feedback 61

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. Camaraderie within the Customer Service (or Success) department is another way CX is a Team Sport. Controlling Touchpoints Model.

Chief Customer Officer 62

Chief Customer Officer Customer centricity Airlines Metrics 62

Customer Relationship Metrics

JULY 26, 2017

So, being concerned about the quality of operator customer service delivery, women were hired instead. Just like you grade the call internally, your customer should grade the call externally. Think about the evaluation, the calibration, and the coaching. Anything less knocks the customer out of focus.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

CSM Magazine

OCTOBER 9, 2019

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Recognition: Celebrate your customer service heroes. We also provide PRM services at Liverpool, Edinburgh, Stansted and now Manchester Airport, adding up to 1.8 About OmniServ.

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45

Talkdesk

MAY 20, 2019

New technology, five generations in the workforce and an emphasis on providing the best possible customer and employee experiences make for some unique challenges and triumphs in the contact center sphere. Customer service has come a long way from legacy phone systems, one-dimensional channel options and disinterested agents.

Contact Center 44

Contact Center Coaching Airlines Marketing 44

8x8

FEBRUARY 6, 2019

Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. You’ll also see the caller’s entire customer journey throughout the organization, including call transfers—to help increase customer satisfaction. Customer experience analytics.

Analytics 48

Analytics CRM APIs Contact Center 48

CSM Magazine

APRIL 12, 2018

Cindy Solomon reveals how leaders can play a key role in supporting their staff and customers in a crisis. This is how long I waited for a customer service rep at Virgin America when my flight was canceled. And like any major disruption, both the customers and employees were caught in the middle. 82 minutes….

Average Handle Time 40

Average Handle Time Airlines Coaching Metrics 40

C Space

SEPTEMBER 1, 2020

The statement emerged after meetings between NBA players, coaches, and team governors. In the midst of the Covid-19 pandemic, United Airlines is eliminating the change fee. The airline is the first to permanently eliminate the fee. The airline is the first to permanently eliminate the fee. billion in losses.

Airlines 40

Airlines Government Advertising Coaching 40

Serenova

OCTOBER 7, 2020

At the outset of the pandemic, as families rushed to stock up on toilet-paper and canned goods, contact center leaders were scrambling to transition customer service agents to remote status. At the same time, many businesses have observed unpredictable spikes in demand for support services. Maintain team culture.

Call Center 52

Call Center Contact Center virtual call center At home agents 52

LiveChat

APRIL 21, 2017

Our feed is full of bloggers’, writers’ and fitness coaches’ posts, with morning trainings, perfect breakfasts in bed or walks in the park, depends on who you follow. You can provide customer service through your social media channels and be open about it. And they can learn a thing or two from people who do it for a living.

Advertising 46

Advertising Airlines Coaching Marketing 46

Voxjar

MAY 10, 2018

Take this example by Virgin Airlines for instance: “…a few weeks back when a Virgin Engineer didn’t show and after a quick call to customer services it turned out nobody had been booked until the following week, which I didn’t know and when I wouldn’t be home. Which phrases commonly pop up in customer complaints?

Analytics 40

Analytics Airlines CRM Marketing 40

Branch Mesenger

MAY 29, 2018

Jeanne Bliss, author of "Would You Do That To Your Mother" joined us to explain how these important maternal lessons can help positively shape your customer service and empower frontline employees. For a customer service and experience book, this is a super interesting title. The importance of empathy.

Chief Customer Officer 67

Chief Customer Officer Personalization Customer Service Call Center 67

SmartKarrot

JANUARY 20, 2022

Duffel accomplishes this by allowing online travel agencies (OTAs) to use an API to connect directly to airlines’ reservations systems. This allows them to find real-time flight offers, check live seat availability, make bookings, and buy additional services such as luggage allocations and in-flight meals. Limitless Technology.

SaaS 10

SaaS Advertising B2B Transportation 10

SharpenCX

JANUARY 14, 2020

Can you boost morale, improve your service level, and retain customers without the extra cash? Download Now: Learn 29 best practices and coaching techniques for running your call center. Let’s take a look at some budget-friendly ways to improve your call center internally, all while making your customers happier.

Call Center 76

Call Center Customer Service Morale Finance 76

SharpenCX

MARCH 5, 2020

Over the past few years, the rise of social media, always-in-hand mobile devices, and the generational workforce and consumer swap have made waves in customer service and best practices for contact centers. Companies struggle to evolve and keep up with the changing demands of customers. Every business is unique.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Lumoa

AUGUST 25, 2020

“As a brand marketer, I’m a big believer in ‘branding the customer experience,’ not just selling the service.” – John Sculley, American entrepreneur and investor. The best form of customer service is self-service. Customer loyalty comes from consistent experience. Never forget that.”

Customer Experience 78

Customer Experience Advertising Coaching Airlines 78

Helpware

AUGUST 7, 2018

When you have received excellent customer service, you know it. Here are some lovely customer service stories bound to put a smile on your face and maybe even a tear in your eye. Delta Airlines has taken to handing out pies when they are delayed in getting their customers to the skies.

Airlines 40

Airlines Customer Service Banking Coaching 40