ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. by Chitra Iyer (CMSWire) Employee empowerment, especially frontline customer service staff, has been a key element of customer experience (CX) for years. Here are my top five picks from last week.

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Customer Service Airlines Self service Customer Experience 209

CCNG

JULY 3, 2024

Good customer experience forms the foundation of a lasting customer-brand relationship. When a brand consistently creates rich customer experiences, it fosters brand loyalty and encourages customers to keep engaging with the business.

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outsourcing Contact Center Airlines CCNG 195

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.

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Airlines Healthcare Government Self service 499

Inbenta

MAY 14, 2021

GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. Until then, WhatsApp was only used as a pilot channel, used by customers to ask questions to human agents, without any bot involved.

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Airlines Chatbots Call Center Management 99

The Petrova Experience

DECEMBER 29, 2020

Our 5th 2021 customer experience trend highlights contactless and self-service experiences across industries. Before we dive into this topic, let’s take a moment to define what contactless and self-service mean to us. What is Self Service? To begin, let’s define self-service.

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The Petrova Experience

DECEMBER 8, 2022

Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment gets to the heart of what customer experience means for your business, your customers, and your employees.

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Customer Experience Self service Airlines Technology 105

Beyond Philosophy

AUGUST 11, 2022

The postal service isn’t breaking customer experience records right now either. Bartlett wrote to me about a recent experience dealing with the United States Postal Service. The deficit happened because people were not flying as much during the pandemic, so the airlines laid off the pilots.

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Airlines Calibration Self service Consulting 365

Babelforce

FEBRUARY 4, 2021

And that’s why you need self-service. Among millennial consumers, as many as 70% favour self service. It’s far from limited to younger customers though, and it’s not only consumers driving demand. In this post: The business benefits of self-service options Do consumers want self-service options?

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Self service Customer Support Chatbots Interactive Voice Response 52

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.

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Airlines Feedback Self service Best practices 273

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.

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Airlines Education Self service Consulting 350

Vonage

APRIL 25, 2016

This was at the time when gas stations were converting from full-service to self-service. These early self-service stations did not have the advanced technology as those of today. We’re self-service, you know.”. Almost immediately, an airline employee appeared to help me.

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Self service Customer Service Journey mapping Airlines 74

Vonage

DECEMBER 18, 2018

It was a deeply engaging and apropos discussion as many businesses embark on initiatives to transform their contact centers and deliver on the customer experience promise. In fact, the discussion organically tilted toward customer experience rather than customer service - a subtle, but noteworthy shift in being customer centric. .

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Customer Experience Customer Service Airlines Banking 101

Inbenta

JULY 18, 2021

Here is the answer from one airline to the question about changing your flight: “View guidelines on modifying bookings here.”. Take for example a common query with airlines: “Cancelling or changing your flight.” Simply copying and pasting your FAQs into a knowledge base is not the solution to providing self-service for your customers.

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Chatbots Customer Experience Airlines Self service 98

Beyond Philosophy

NOVEMBER 19, 2022

If organizations hadn’t moved us to these efficient and easy ways to simplify these tasks, we might still be making small talk with the airline employee or licking envelopes. You might be surprised to know that giving customers exactly what they want isn’t always the best way to handle your customer strategy.

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Airlines Self service Consulting Consulting 150

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. Otherwise, their position in the queue will be prioritized to reward them for having tried self-service.

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Interactive Voice Response Airlines Customer Experience Self service 62

ijgolding

DECEMBER 11, 2014

Airlines of Europe beware!! If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. I have heard many things about them from friends and colleagues and was keen to test the experience for myself. Date Review Conducted.

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Airlines Customer Experience Self service Personalization 110

ShepHyken

MAY 22, 2017

(BusinessMatters) As business technologies continue to become more wide spread and sophisticated, company owners are increasingly looking for opportunities to implement new systems that can streamline processes, improve customer experiences and save costs. None of these allow for human-to-human interaction.

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Airlines Customer Service Self service Technology 208

Peter Lavers

MARCH 17, 2015

acquisition) rather than about serving existing customers better (i.e. Improving the customer experience is also high priority, but often there’s a big disconnect between where innovation and customer experience sit in the organisation. CUSTOMER EFFORT. retention).

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ClearAction

DECEMBER 30, 2017

Improve Customer Experience by Borrowing Ideas Lynn Hunsaker. As technology and options expand, customers’ expectations for higher value are always rising. Companies that use creativity to understand, anticipate, and exceed customer expectations are the companies that grow, keep jobs, and thrive.

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The Petrova Experience

OCTOBER 22, 2020

Last week we published eight Customer Experience Trends to look out for in 2021. Today we are diving deeper into the first one: Customer Experience is more important than ever to consumers. . Post-COVID Customer Experience. Invest Impactfully in Customer Experience. And not in a good way.

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The Petrova Experience

JULY 28, 2020

Today, we build on this topic and walk you through the nuts and bolts of customer experience strategy. Customer experience strategy is often missing in organizations. However, it is foundational for the creation of excellent customer experience. Understand Business Strategy and Customer Experience Strategy.

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ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. When United refused to fix or replace the broken guitar, Carroll wrote a song about the experience (as any good musician might do), turned it into a video, and posted it on YouTube for all the world to see.

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Marketing Customer Service Airlines Self service 223

ShepHyken

APRIL 24, 2020

Customers : Know that contacting customer service is going to take longer, especially with hard-hit companies like?hotels hotels and airlines. Remember there are other customers who also need assistance. Now is the time to double down on self-service. Customers : Start your search for answers online.

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Customer Service Airlines Self service Entertainment 197

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

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Contact Center Self service Banking Airlines 291

The Petrova Experience

APRIL 22, 2021

To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank that with no app-based self service. Start with the board.

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Customer Experience Banking Self service Entertainment 59

Eptica

JULY 8, 2020

Date: Wednesday, July 8, 2020 Author: Pauline Ashenden - Demand Generation Manager Why a consistent customer experience is so important (and how to deliver it). One airline gave three different answers to the same question on Twitter, Facebook and chat. Published on: July 08, 2020. Share this page on: Tweet.

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3CLogic

MARCH 9, 2021

While many organizations already had some experience using remote agents, very few had dealt with the challenge of having their call center administrators and supervisors also working remotely. This highlighted the need for better tools to assess agent performance and gauge customer experience. Denis : I agree with Sharath.

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Fonolo

NOVEMBER 29, 2023

They want answers to questions, speedy service, the opportunity to solve their own problems quickly using self-service, and the option to talk to an agent when the going gets tough. Call-backs are great for bridging the gap between self-service and live calls, by the way.)

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Contact Center Airlines Self service Healthcare 87

ShepHyken

DECEMBER 10, 2021

No single service works perfectly all the time, but it’s important to plan for hiccups so that when customers encounter an issue or have a question, you can address it quickly. It’s full of many customers lured in by loyalty programs. Look at the travel industry.

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Entertainment Airlines Personalization Self service 216

Toister Performance Solutions

OCTOBER 29, 2019

This certainly includes customer service jobs. You see machines replacing humans in parking garages, at supermarkets, and in customer service departments. But is automation making customer experience any better? 1999: Alaska became the first airline in the world to enable online check-in.

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Customer Experience Airlines Banking Self service 60

SharpenCX

APRIL 8, 2020

What about the product or service glitch that caused a problem in the first place? And, what about the path it takes your customers to get real help? Download Now: Use customer data to fuel better customer experience strategies. Then, fix them before you press go for all customers. Simplicity scales.

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Best practices Call Center Interactive Voice Response Customer Experience 84

CSM Magazine

DECEMBER 13, 2023

Furthermore, customer service success now relies heavily on the use of data analytics, allowing businesses to gain valuable insights into their customers’ preferences and behavior patterns. This enables them to tailor their services to meet specific needs and improve overall customer satisfaction.

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Customer Service Self service Airlines Chatbots 52

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Those who get it wrong can face a barrage of complaints and criticism on social media – witness the high profile social media backlash experienced by United Airlines last year. Published on: April 18, 2018.

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Airlines Customer Experience Multichannel Transportation 49

Fonolo

NOVEMBER 28, 2019

Airline services have been scrambling to improve their customer service strategies and initiatives, making key investments to elevate the overall customer experience. in an effort to shave time from its customer service call volumes. Optimize Your Self-Service Channels.

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Customer Service Airlines Self service Call Center 75

Fonolo

JULY 18, 2019

If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. On-demand experiences provided by organizations like Uber and Amazon mean that efficiency and personalization are expected throughout all touchpoints of the customer experience.

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Customer Service Self service Healthcare Airlines 126

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends. Published on: June 24, 2016.

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Fonolo

APRIL 17, 2019

It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings.

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