ShepHyken

FEBRUARY 1, 2017

Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. And it may not be a computer glitch, but a weather problem that causes airline delays.

Airlines 246

Airlines Customer Service Accountability Customer Care 246

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative.

Airlines 363

Airlines Customer Service Coaching Surveys 363

ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ford costs about $25,000.

Customer Experience 361

Customer Experience Transportation Airlines Customer Service 361

Beyond Philosophy

JANUARY 2, 2018

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. She immediately called Southwest’s customer service line at the airport. Southwest Airlines Agent Note. Michael Lowenstein, Ph.D.,

Airlines 277

Airlines Customer advocacy Consulting Consulting 277

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. Here are my top five picks from last week. One thing stands out.

Airlines 312

Airlines Customer Service Customer retention Education 312

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. by GISuser. Here’s Why.

Airlines 308

Airlines Customer Service Advertising Customer Experience 308

ShepHyken

DECEMBER 9, 2024

High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. “Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.

Feedback 183

Feedback Airlines Best practices Surveys 183

ShepHyken

OCTOBER 10, 2016

Each week I read a number of customer service articles from various online resources. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. When a flying experience goes south, travelers feel desperate for help and seek the reassurance that it will all work out. Sharpen) Delayed flights.

Customer Service 320

Customer Service Airlines Customer Care Marketing 320

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk. My Comment: Full disclosure: I do most of my flying on American Airlines.

Airlines 260

Airlines Customer Service Automotive Customer Experience 260

Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. They market, and create experiences, within the branded vision.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. Organizations that don’t focus on Customers say as much in their language.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

ShepHyken

JULY 1, 2022

This week we feature an article by Prabhjinder Bedi, Chief Growth Officer at Tech Mahindra Business Process Services. He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments.

Airlines 191

Airlines Upselling Customer Experience Chatbots 191

Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Among airlines, working in a supportive, trusting, fun, responsive and energetic culture isn’t confined to staff at Virgin.

Airlines 218

Airlines Consulting Consulting Enterprise 218

Beyond Philosophy

OCTOBER 22, 2015

This fact is important because when you can predict emotions, you can also plan for them in your Customer Experience. Over 50% of any Customer Experience behavior is driven by emotions. In business, there are times in a Customer Experience when things don’t go well, and it is not your fault. Let me explain.

Customer emotions 401

Customer emotions Airlines Consulting Consulting 401

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. To summarize, laziness should never enter the customer experience.

Customer Service 246

Customer Service Airlines Customer Experience Management 246

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service. by Lia Winograd .

Journey mapping 307

Journey mapping Customer Service Contact Center Airlines 307

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

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you choose to fly with this airline over the others? .

Airlines 323

Airlines Self service Customer Service Customer Experience 323

ShepHyken

OCTOBER 31, 2023

But if the company leaders know how much they can give away without losing money and incorporate it into a competitive price, they may have a value proposition that gets and keeps customers. Southwest Airlines is the perfect example of this. It markets the heck out of Two Bags Fly Free®. Connect with Shep on LinkedIn.

Airlines 346

Airlines Marketing Customer Service Customer Experience 346

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy.

Airlines 215

Airlines Customer Service Customer Care Best practices 215

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Customer Service 213

Customer Service Airlines Self service CRM 213

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. SmartBrief) As any business road warrior will tell you, air travel these days is far from a relaxing experience. The Mount Rushmore of Customer Service Leaders by John DiJulius.

Customer Service 261

Customer Service Airlines Customer retention Customer Experience 261

ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online resources. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. Fundera) Customer appreciation doesn’t have to be complicated or expensive. 7 Powerful Customer Service Phone Tips by Pascal van Opzeeland.

Airlines 207

Airlines Customer Service Self service Technology 207

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. Yes to low fares with nothing to hide.

Airlines 411

Airlines Advertising Customer Experience Customer Service 411

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? Managing the Fragile Customer Experience by Laurent Bride. (IT They know what good service is and expect it.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience.

Airlines 212

Airlines Customer Service Wireless Customer Experience 212

Beyond Philosophy

AUGUST 20, 2015

A great example of this is the airlines. I had my airport habits well set by the time the airlines introduced self-check in. So the airlines intervened. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Airlines 417

Airlines Marketing Customer Experience Management 417

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. Shep Hyken. Booking an appointment—say, a plane ticket—used to be so easy.

Customer Experience 235

Customer Experience Airlines Chatbots Personalization 235

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

ShepHyken

AUGUST 4, 2024

Each week, I read many customer service and customer experience articles from various resources. How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media (BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it.

Airlines 206

Airlines Customer Service Advertising Marketing 206

ShepHyken

JANUARY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. Consider this: “Today’s consumers expect easy, valuable experiences that marketers in 2010 could scarcely imagine.”

Customer Service 52

Customer Service Customer retention Airlines Employee engagement 52

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. But would customer service ever make the highlight reel of such an event? The smiles.

Airlines 213

Airlines Customer Service Surveys Feedback 213

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. The second incident occurred on an American Airlines flight on its way to Europe. The airlines are not blameless in this either.

Airlines 335

Airlines Consulting Consulting Personalization 335

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

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar.

Airlines 215

Airlines Customer Service Employee engagement Morale 215

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” 3 Ways Covid-19 Has Changed the Customer Experience Forever by Josiah Johnson.

Customer Service 225

Customer Service Airlines Feedback B2B 225