ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.

Customer Experience 289

Customer Experience Airlines Customer centricity Surveys 289

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

Beyond Philosophy

MARCH 31, 2020

It is in instances of trouble, problems and even more so – crisis, that the true nature and customer-centricity of organizations (and politicians) is shown. I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc.

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

JUNE 15, 2018

It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. Airlines Run Mental Accounting Too Often in the Red. Money order?

Airlines 360

Airlines Accountability Consulting Consulting 360

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. However, this issue isn’t the only one facing society coming out of the pandemic.

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

OCTOBER 7, 2021

Unless you are a terrible person or you have horrible friends and family, my guess is you would say no. Airlines have this a bit, too. Many times, you fly an airline even when you don’t like them. In this case, consider Ryanair, the budget airline in Europe. Do you take their customers for granted?

Airlines 432

Airlines Banking Accountability Customer centricity 432

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives. Would you consider that a great customer experience?

Customer Experience 257

Customer Experience Airlines Average Handle Time Contact Center 257

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

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 244

Customer Experience Airlines Chatbots Personalization 244

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 270

Airlines Customer Service Automotive Customer Experience 270

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

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. million customers. by GISuser.

Airlines 315

Airlines Customer Service Advertising Customer Experience 315

Beyond Philosophy

JUNE 4, 2015

To understand customers, the effective enterprise needs to think in human, emotional terms. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

NOVEMBER 1, 2019

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast.

Airlines 350

Airlines Education Self service Consulting 350

Beyond Philosophy

OCTOBER 5, 2023

Ryanair, a European discount airline service, has made a whole airline out of this concept. From a Customer Experience perspective, I find it challenging to champion telling Williams to add additional fees. What makes them especially bad is that they surprise customers if the costs seem hidden.

Airlines 379

Airlines Consulting Consulting Education 379

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. Facial recognition identifies you, the person. Get Used to It.

Airlines 354

Airlines Banking Technology Customer emotions 354

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I thought to myself, “That is an amazing person. I was wearing a baseball cap with the St.

Airlines 344

Airlines Customer Service Personalization Customer Experience 344

Beyond Philosophy

JUNE 9, 2015

Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results. O’Leary and others said the AGB program is transforming their Customer Experience, service and the way they treat Customers. But I am skeptical—not that I would know personally.

Airlines 344

Airlines B2C Surveys B2B 344

CCNG

JUNE 14, 2023

Think about the very best customer experience that you have ever had with a brand. Now, I will share with you one of my best experiences… Once when I was preparing for a vacation, I spent many evenings searching the web for the best pricing for our airplane flights. Simply put, they created an emotional connection with me.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

JUNE 22, 2018

This week we feature an article by Oisin Lunny who writes about a key to providing top-notch customer experiences, Rich Communication Services (RCS). – Shep Hyken. This reputation stems from the fact that most customer interactions are still driven by business convenience, not what makes things better for the customer.

Customer Experience 39

Customer Experience B2C Airlines Technology 39

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

Beyond Philosophy

DECEMBER 10, 2018

But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. An important principle in both marketing and customer experience is that you should listen to your customers. Customers feel valued because you value their opinion. Survey Overload.

Surveys 395

Surveys Airlines Feedback Customer Experience 395

Beyond Philosophy

FEBRUARY 27, 2017

I’ve also qualified for airline elite status after a busy travel year, and then watched the perks squandered when I didn’t fly as much in the next one. But rewards programs alone – no matter how good – aren’t going to create customer loyalty. So how does Hilton or any other company create true customer loyalty?

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

Beyond Philosophy

NOVEMBER 22, 2017

It’s really the same as building relationships in your personal life. Here are six principles that you can apply to your relationships with customers. The company loses sales on that day, but it communicates a shared set of values with its outdoorsy customer base. These are not the kinds of relationships I want to be a part of!

Airlines 338

Airlines Consulting Consulting Advertising 338

Beyond Philosophy

SEPTEMBER 19, 2014

For an executive team that routinely puts numbers before anything else, add in numbers that measure the impact that your efforts in customer experience are having on a particular metric. Trying to go for a whole new experience at one time is tough to convince any person of, especially a customer that likes the status quo well enough.

Airlines 296

Airlines Consulting Consulting Metrics 296

Bill Quiseng

APRIL 25, 2021

We can learn from the processes we took during this pandemic to establish the same steps to reassess and create our customer experience in what is the new normal. While improving customer experience is not literally life and death, without offering a good experience we stand the chance to lose the customer forever.

Customer Experience 190

Customer Experience Airlines Feedback Marketing 190

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. So, how is AI changing customer experience?

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

ShepHyken

MAY 22, 2017

7 Powerful Customer Service Phone Tips by Pascal van Opzeeland. Userlike) The phone is one of the oldest and most personal customer service channels. My Comment: While this article focuses on seven customer service tips for the phone, they are also appropriate for other interactions with your customers, including face-to-face.

Airlines 211

Airlines Customer Service Self service Technology 211

Beyond Philosophy

JULY 10, 2017

brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience. Airlines Are Using Spy Tech, Too. Throughout Europe and the U.S., Is Spying Enough?

Airlines 313

Airlines Consulting Consulting Technology 313

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? Personalization Done Right by Mark Abraham and David C.

Customer Service 203

Customer Service Customer centricity Entertainment Airlines 203

Beyond Philosophy

SEPTEMBER 23, 2021

On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today. His new book, I’ll Be Back: How to Get Customers to Come Back Again and Again , has some fantastic ideas on building customer loyalty. . 6 Steps for Creating an I’ll-Be-Back Experience.

Airlines 273

Airlines Feedback Self service Best practices 273

Beyond Philosophy

AUGUST 1, 2018

With my imminent departure on the horizon, I wondered how do organizations avoid customer defection? It turns out that customers usually indicate they are going to leave, and you can see it in their habits. I see it happen all too often as a global Customer Experience consultant. I had gone, and nobody cared.

Airlines 299

Airlines Sales Consulting Consulting 299

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. Here are my top five picks from last week.

Journey mapping 309

Journey mapping Customer Service Contact Center Airlines 309

ShepHyken

JUNE 6, 2018

I inquired about who that “special” person was getting the extra attention, and my server said, “He’s in here all the time.”. 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.

Airlines 256

Airlines Customer Service Personalization Customer Experience 256

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Many times, these interactions surprised Messina.

Airlines 415

Airlines Call Center Consulting Consulting 415

Beyond Philosophy

JUNE 11, 2015

They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences. Trader Joe’s does not have a customer loyalty program.

Airlines 274

Airlines Customer centricity Multichannel Sales 274