ShepHyken

MAY 29, 2017

My Comment: What United Airlines scandal! The day or two after the scandal where a United Airlines passenger was physically and brutally removed from the plane, the stock plummeted and United lost almost a billion dollars in value. One analyst explains why. Well not even two months later the stock is up 11% and touched a new high.

Airlines 251

Airlines Customer Service Chatbots Customer Care 251

ShepHyken

OCTOBER 10, 2016

However, US airlines aren’t exactly known for their warm and fuzzy customer service. Flyers can feel abandoned, as if the airline doesn’t even care. The sad truth is, they may not care – because they don’t have to. WhatsApp – Better than Twitter for Customer Service by Mark Shaw.

Customer Service 320

Customer Service Airlines Customer Care Marketing 320

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. It happens throughout the entire company. It must be part of the company’s culture. – Shep Hyken.

Airlines 213

Airlines Customer Service Surveys Feedback 213

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof. Finish Strong.

Marketing 222

Marketing Customer Service Airlines Self service 222

ShepHyken

JUNE 6, 2018

I notice the same type of behavior happens with airlines and hotels. It’s easy to spot the frequent traveler by the way they are treated by airline and hotel employees. So, it appears that frequency might warrant a better customer experience. The same might go for how much a customer spends.

Airlines 247

Airlines Customer Service Personalization Customer Experience 247

BlueOcean

JUNE 27, 2024

Gingiss calls out companies like Zappos and Southwest Airlines that exemplify empathetic practices. Integrating empathy into customer interactions can differentiate businesses and foster long-term loyalty.

Customer Experience 62

Customer Experience Airlines Customer centricity Contact Center 62

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. Read Shep’s latest Forbes article: Do Airline Passengers Have The Right To Recline?

Airlines 304

Airlines Sales Employee engagement Customer Experience 304

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 consider that a great customer experience?

Customer Experience 247

Customer Experience Airlines Average Handle Time Contact Center 247

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

ShepHyken

MARCH 24, 2017

Suddenly, each airline had its own website, with its own esoteric booking system, full of opaque requirements and mandatory fields. Add in the confusing multitude of airline ticket aggregators and obscure credit card rules, and you have a recipe for a headache. Then the internet arrived with its promise of increasing efficiency.

Customer Experience 235

Customer Experience Airlines Chatbots Personalization 235

ShepHyken

AUGUST 10, 2016

Other industries, such as the airlines and cell phone service providers are doing their best to improve. First, you have to know that customer’s expectations are higher than ever. We teach the customer what good service is when we tout our awards and make promises. Unfortunately, businesses can let their customers down.

Airlines 215

Airlines Government Customer Service Customer Experience 215

CSM Magazine

JANUARY 16, 2023

As Frontier Airlines embarks on its first full year of a digital-only strategy, James O’Hare, MD of LINK Mobility , looks at whether it’s right for every business. . At the end of last year, Frontier Airlines announced it was moving to a digital-only customer service model. Delivering empathetic care can’t be done by a bot.

Airlines 52

Airlines Chatbots Calibration Self service 52

TELUS International

NOVEMBER 29, 2018

What's next for social media customer care? Experts from Alaska Airlines and Home Depot share their predictions.

Airlines 67

Airlines Customer Support Customer Care 67

ShepHyken

APRIL 21, 2017

Read Shep’s latest Forbes Article: United Airlines Debacle Teaches Valuable Social Media Customer Care Lesson. Dianna Booher works with organizations to help them communicate clearly and with leaders to expand their influence by a strong executive presence.

Airlines 215

Airlines Customer Care Engineering Accountability 215

Interactions

APRIL 29, 2022

According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”. Travel and Hospitality.

Airlines 62

Airlines Wait times Contact Center Advertising 62

The Northridge Group

NOVEMBER 30, 2021

Customer pain points are also pain points for customer service associates. The associates in the airline contact centers get stressed anticipating the angry calls they are going to receive. The post Improving Customer Experience by Empowering A Compassionate Workforce appeared first on The Northridge Group.

Customer Experience 151

Customer Experience Airlines Coaching Finance 151

Connecting the Dots

DECEMBER 19, 2019

My exhibit A is the airline safety video. Then, airlines started making them funny. Even stodgy United Airlines did visual puns with kangaroos. The post Video – The Key to Successful Customer Education appeared first on Customer Care Measurement & Consulting (CCMC).

Education 62

Education Airlines Consulting Consulting 62

ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. This to me is perhaps the single most important reason why brands and businesses need to be on Twitter.

Customer Service 212

Customer Service Transportation Entertainment Airlines 212

Skybridge

APRIL 6, 2020

America’s biggest companies are racing to overhaul customer-service operations that are ill-equipped to have employees working from home amid a pandemic. Some companies ask that customers manage their issues online or suggest that they hold off on seeking assistance altogether. Skybridge Americas. bmatthews@skybridgeamericas.com.

Airlines 76

Airlines Wait times Call Center Banking 76

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

Kayako

MAY 13, 2022

Are you ready to provide fast and responsive customer care? Build a Help Center so easy to use, it becomes your customers’ go-to. What Is Customer Self-Service? Customer self-service is exactly what it sounds like – making it easy for customers to help themselves. Discover Kayako Self Service.

Self service 110

Self service Airlines Accountability Customer Care 110

Netomi

MARCH 27, 2022

Throughout the entire customer lifecycle, there are many moments that add up to a person’s relationship with and feelings towards a brand. This includes in-store and online shopping experiences, customer care interactions and learning to use a product itself. The airline, though, had nothing to do with security delays.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

ProProfs Blog

DECEMBER 27, 2018

Basically, it is a tool that aids customer support teams to track requests of end users and effectively resolve customer-care related issues. The software enables you to track, handle, and resolve customer queries effectively. It helps to streamline customer support process; making your agent’s life easy.

SaaS 109

SaaS Airlines Customer retention Finance 109

Interaction Metrics

NOVEMBER 11, 2024

But you know, your enterprise your your Hilton I think it’s just American Airlines. I did for American Airlines because I just couldn’t get them to respond. And then new, new, uh, tickets and Alaska Airlines just to get finally home in any event. So not to pick on our friends at American Airlines. Amas: Yeah.

Surveys 62

Surveys Airlines Benchmark Feedback 62

Skybridge

MARCH 30, 2020

America’s biggest companies are racing to overhaul customer-service operations that are ill-equipped to have employees working from home amid a pandemic. Some companies ask that customers manage their issues online or suggest that they hold off on seeking assistance altogether. Skybridge Americas. bmatthews@skybridgeamericas.com.

Call Center 59

Call Center Airlines Customer Service Wait times 59

Connecting the Dots

DECEMBER 19, 2019

My exhibit A is the airline safety video. Then, airlines started making them funny. Even stodgy United Airlines did visual puns with kangaroos. The post Video – The Key to Successful Customer Education appeared first on Customer Care Measurement & Consulting (CCMC).

Education 62

Education Airlines Consulting Consulting 62

ShepHyken

AUGUST 14, 2017

Will AI Replace Humans In The Customer Service Industry? Forbes) On the heels of several recent high-profile customer service debacles in the airline industry, it’s clear that how you treat your customers can make or break your company and its reputation. by Tiago Paiva.

Customer Service 205

Customer Service Airlines Customer Experience Technology 205

CSM Magazine

AUGUST 22, 2019

We all have at least one thing in common – we’re passionate about Customer care. The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

Aspect

APRIL 17, 2018

It turns out when she made her reservation, she missed a number, maybe it was a letter… Regardless, the number she provided to the airline was incorrect. Her next call was to the airline. The airline was busy. She was then connected with a live agent. The IVR told her she could expect a 42-minute wait.

Interactive Voice Response 62

Interactive Voice Response Airlines Customer Experience Self service 62

ShepHyken

OCTOBER 19, 2018

Clothing outlets will be able to suggest certain sizes and colors — and let customers re-order their favorite pair of shoes as soon as they walk inside (and it will not require any human interaction).

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

ShepHyken

SEPTEMBER 22, 2017

The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind? You may be thinking utility companies, budget airlines, wireless carriers or shipping companies.

Wireless 202

Wireless Government Entertainment Airlines 202

C3Centricity

AUGUST 17, 2020

Another CNBC article highlights others including cruises, fitness, energy and airlines. Whether or not these too were headed downwards or not, customers hold the key to success more than ever before as their spending becomes less impulsive. Even worse, the customer care centre was seen as mere complaint handlers.

Customer centricity 65

Customer centricity Airlines Big data Marketing 65

Interactions

JANUARY 29, 2019

We’ve talked about how to choose the right technology for your customer care strategy and how an automated customer care solution can take your customer experience to the next level. One of those solutions, conversational AI, is becoming quite a buzzword in the customer care industry.

Finance 48

Finance Airlines Customer Care Chatbots 48

NICE inContact

OCTOBER 4, 2019

Now what would be really cool — the holy grail of real-time social customer care — would be if you got a response while you were still in the store. In a desperate attempt to make the connection, you tweet your airline #pleasewait! And what if you are on the move, without laptop access and in a hurry to catch a flight?

Airlines 55

Airlines Benchmark Metrics CRM 55

Vcaretec

JULY 27, 2020

For a lot of customers, customer service reps become the face of an organization, and are often the only people clients interact with directly. For this reason, many businesses choose to outsource their support to customer care specialists who are specifically trained in empathy, de-escalation, and problem solving.

Call Center 52

Call Center outsourcing Airlines Education 52

Nicereply

AUGUST 24, 2021

Although it is still in a limited public preview, WhatsApp Business API has attracted companies such as Uber, Booking.com, and Singapore Airlines. Automated features free up agents to handle more complex issues, providing a better customer service experience. Suitable For. WhatsApp Business App. Small businesses. Free to download.

Customer Service 59

Customer Service APIs Airlines Chatbots 59