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

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

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

Clarabridge

OCTOBER 26, 2015

“Social in particular, because it’s not the dominant path for communication between customers and airlines, does tend to have a shorter queue,” he said. Of course, Sid was right—social media is increasingly becoming the preferred channel for customer care in many industries. 1, 2 Harvard Business Review.

Customer Care 75

Customer Care Airlines Analytics Accountability 75

CCNG

JUNE 14, 2023

I quickly called the airline to see what could be done to rectify the situation. Still after 10 years, I remember that conversation with that agent, and go out of my way to use that airline. In today's competitive market, providing an outstanding customer experience is more important than ever.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

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

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

Noble Systems

JULY 15, 2019

Customer care today remains mostly reactive. Businesses wait for a customer to call into the contact center. The agent asks a series of questions to gather information needed in order to answer the customer’s question or solve their problem. Then we’ll cover why you should care. AI Defined.

Customer Care 70

Customer Care Abandon rate Self service Airlines 70

Netomi

DECEMBER 7, 2022

I’ve never flown with Frontier Airlines, but I know people who have. Passengers are directed to the airline’s app to help resolve the requests and issues, yet the app is not working on your phone. As the world barrels towards digital-first, Frontier Airlines announced its decision to drop its customer service line.

Airlines 52

Airlines Customer Service Chatbots Multichannel 52

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

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

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 136

Airlines Customer Service Customer centricity Call Center 136

CSM Magazine

FEBRUARY 5, 2025

Airline Industry: Transparency and Communication in Service Failures Flight delays and cancellations are among the most challenging customer service failures, and airlines often find themselves under scrutiny when disruptions occur.

Airlines 52

Airlines Customer Service Metrics Benchmark 52

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

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

Win the Customer

NOVEMBER 14, 2016

It’s also a great way to show others that your brand cares about them. So, which companies do social customer service right? No list of companies that get customer service on social media is complete without mentioning the American airline JetBlue.

Customer Service 145

Customer Service Airlines Marketing Banking 145

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

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

ProProfs Blog

JANUARY 17, 2020

Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. . Why is customer care important? Customer care is essential for a business to flourish. Not only that, but customer care also makes it easy to maximize customer loyalty and retention. .

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

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 118

Customer centricity Airlines Big data Marketing 118

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

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

TechSee

JULY 24, 2018

Visual communication creates intimacy and strengthens the connection between the organization’s representative and the customer, turning it into an interaction between two fellow human beings. Visual engagement has been proven to be a transformative medium for providing customer care.

Customer centricity 104

Customer centricity Technology Enterprise Airlines 104

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

Chad Schaeffer

JUNE 17, 2013

I often write about how big companies can improve their customer care in social media and I got to thinking perhaps some of you would be interested to know how to complain or ask a question of those brands on Facebook or Twitter. A few days ago I posted a comment on the Delta Airlines Twitter account. Interested? Pretty cool!

Airlines 54

Airlines Customer Care Interactive Voice Response Accountability 54

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

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

ijgolding

DECEMBER 14, 2016

Do your people ‘make’ your Customer Experience’? Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. When talking about customer care, they state: At Specsavers, we aim to bring you the highest standards of service and expertise.

Customer Experience 84

Customer Experience Advertising Airlines Customer Care 84

LiveChat

JULY 10, 2015

You should come up with something unique, something that will reflect your company’s customer care or its personality. Seduce your customers with an awesome loyalty program or by representing the same values that your audience believe in. Customer loyalty hack #1: reward your customers.

Airlines 77

Airlines Advertising Banking Customer Service 77

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

Win the Customer

FEBRUARY 26, 2016

This hub is the largest in South Korea, hosting terminals for most of the major airlines, including American, British Airway and Lufthansa. Customer Care in a Transparent Company. Expanding the umbrella further, marketing is just one part of the total customer experience.

Airlines 69

Airlines Customer Care Marketing Surveys 69

LiveChat

JULY 10, 2015

You should come up with something unique, something that will reflect your company’s customer care or its personality. Seduce your customers with an awesome loyalty program or by representing the same values that your audience believe in. Customer loyalty hack #1: reward your customers.

Airlines 74

Airlines Advertising Banking Customer Service 74

ProProfs Blog

DECEMBER 22, 2019

Your business will be recognized for outstanding customer services that always strive to deliver unique value to their customers. Most of the brands have acknowledged the need for proactive customer services to compete and boost their business rather than relying on reactive customer services. .

Customer Service 152

Customer Service Customer retention Feedback Airlines 152