ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

Airlines 251

Airlines Customer Service Chatbots Customer Care 251

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

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

The Northridge Group

NOVEMBER 30, 2021

A compassionate workforce is a more engaged workforce and that positively impacts the customer experience. In addition to heeding the voice of the customer and understanding the customer experience, management must pay attention to what their customer service workforce is experiencing.

Customer Experience 151

Customer Experience Airlines Coaching Finance 151

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 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

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

ShepHyken

OCTOBER 19, 2018

Other areas of personalization include tailored product recommendations, personalized content widgets, and customized overlays that fire on exit intent. Of course, these kinds of functionalities typically rest with marketing, yet they very much impact the overall customer experience. So, how is AI changing customer experience?

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

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. Customer Experience is the New Marketing and Customer Experiences are the New Brand by Brian Solis.

Customer Service 212

Customer Service Transportation Entertainment Airlines 212

Clarabridge

OCTOBER 26, 2015

Of course, he was talking about customer experience—but this time, Sid was the customer having the experience. 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. 1, 2 Harvard Business Review.

Customer Care 75

Customer Care Airlines Analytics Accountability 75

ShepHyken

AUGUST 14, 2017

to your customers. I beg you, retailers, don’t digitize the in-store customer experience by Ben Davis. How to Justify the Importance of Customer Experience by Nitish Gautam. The answer lies in improving Customer Experience (CX). Will AI Replace Humans In The Customer Service Industry?

Customer Service 205

Customer Service Airlines Customer Experience Technology 205

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

Noble Systems

JULY 15, 2019

Digital transformation is one of the hottest topics among CIOs of companies that have mandated improving the customer experience as their top priority. Businesses that recognize delivering extraordinary customer experiences is a key differentiator have started to completely rethink their approach. AI Defined.

Customer Care 70

Customer Care Abandon rate Self service Airlines 70

ShepHyken

SEPTEMBER 22, 2017

This week we feature an article by Josh Linkner about the DMV, The Department of Motor Vehicles, experience. 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?

Wireless 202

Wireless Government Entertainment Airlines 202

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

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

CSM Magazine

FEBRUARY 5, 2025

When a customer experiences a service failure, you’d assume their trust in the brand takes a hit. Thats the concept behind the Customer Service Recovery Paradox. It suggests that when a customer experiences a service failure, but the company addresses it impressively, the customer’s satisfaction can actually surge.

Airlines 52

Airlines Customer Service Metrics Benchmark 52

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

ClearAction

AUGUST 9, 2019

3 Ways Marketing Creates Customer Experience Leadership Lynn Hunsaker. Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically. Step back and think about what makes or breaks great experiences for yourself as a customer. Customer Experience is Cumulative.

Marketing 74

Marketing Customer Experience Airlines Engineering 74

BlueOcean

JUNE 27, 2024

That’s why we like to regularly tune in to experts from the world of customer experience to find out what’s new. We checked in with some of the top thought leaders for their most recent thoughts about customer experience trends. And one of the most critical ingredients in great CX?

Customer Experience 62

Customer Experience Airlines Customer centricity Contact Center 62

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. The post Improve Your IVR, Improve the Customer Experience appeared first on Aspect Blogs.

Interactive Voice Response 62

Interactive Voice Response Airlines Customer Experience Self service 62

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

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. . The anger among customers grew when Diane Mager, the CEO of the Customer Experience Professionals Association, talked about the incident but didn’t pinpoint the problems that needed to be discussed.

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. 86% of buyers will pay more for a better customer experience. CEI Survey.

Customer centricity 118

Customer centricity Airlines Big data Marketing 118

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. Just in the last two weeks, eight Head of Customer Experience job vacancies have appeared on LinkedIn. That’s what a Head of Customer Experience does. Not really.

Customer Experience 58

Customer Experience Customer centricity Journey mapping Airlines 58

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

The majority of our agents have been working from home for years because we invested in the technology, process, training and security protocols necessary to run highly successful teams, deliver superior customer experience and maintain maximum consumer data privacy. Skybridge Americas. bmatthews@skybridgeamericas.com.

Airlines 76

Airlines Wait times Call Center Banking 76

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

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

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

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

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

ProProfs Blog

DECEMBER 22, 2019

Your business will be recognized for outstanding customer services that always strive to deliver unique value to their customers. So, which service is a better choice for companies to achieve higher customer satisfaction ?

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

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

Interaction Metrics

MARCH 27, 2025

Tiered Rewards: Customers earn status as they make more purchases. Airlines and hotels use this strategy all the time. Surprise Rewards: Unexpected gifts, discounts, or bonuses create memorable experiences that customers can’t wait to take advantage of. In other words, happy employees create happy customers.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

Skybridge

MARCH 30, 2020

The majority of our agents have been working from home for years because we invested in the technology, process, training and security protocols necessary to run highly successful teams, deliver superior customer experience and maintain maximum consumer data privacy. Skybridge Americas. bmatthews@skybridgeamericas.com.

Call Center 59

Call Center Airlines Customer Service Wait times 59