ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.

Personalization 434

Personalization Airlines Customer Experience Surveys 434

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. Airline Customer Service Improved In 2020.

Airlines 310

Airlines Customer Service Advertising Customer Experience 310

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. However, US airlines aren’t exactly known for their warm and fuzzy customer service. How Do You Celebrate National Customer Service Week?

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 262

Airlines Customer Service Automotive Customer Experience 262

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 193

Airlines Upselling Customer Experience Chatbots 193

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 185

Feedback Airlines Best practices Surveys 185

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

ShepHyken

JANUARY 28, 2025

.” About: Aleksander Kaczmarek is the VP of Loyalty Partnerships at CarTrawler , a B2B tech business that partners with the world’s largest brands, including American Airlines and Uber, to provide car rental & mobility solutions for customers.

Customer Experience 216

Customer Experience Airlines B2B Banking 216

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. If the agent really was lazy, shame on her for taking a job where she supports customers.

Customer Service 249

Customer Service Airlines Customer Experience Management 249

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 254

Airlines Customer Service Chatbots Customer Care 254

ShepHyken

OCTOBER 14, 2016

This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. Have you been focusing on social media service lately? Why Messaging Is So Promising For Customer Service.

Customer Service 315

Customer Service B2C Airlines Management 315

ShepHyken

AUGUST 3, 2022

No employee should be treated poorly by customers. . The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Have a recording that directs the customers with lost luggage to call the airline they used.

Airlines 342

Airlines Customer Support Customer Service 342

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 325

Airlines Self service Customer Service Customer Experience 325

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. Take Starbucks as an example.

Journey mapping 308

Journey mapping Customer Service Contact Center Airlines 308

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 349

Airlines Marketing Customer Service Customer Experience 349

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

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

ShepHyken

AUGUST 17, 2022

It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

Airlines 342

Airlines Advertising Customer Service Management 342

ShepHyken

NOVEMBER 1, 2017

As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. I asked them what kind of customer service training they received from the companies they worked for. She was amazing.

Customer Service 256

Customer Service Airlines Sales Management 256

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 216

Customer Service Airlines Self service CRM 216

Beyond Philosophy

OCTOBER 22, 2015

In business, there are times in a Customer Experience when things don’t go well, and it is not your fault. Let’s say there is a weather delay during the holiday season and you work at the airline that now has to inform passengers they aren’t going to make it to their destination. Maybe it’s a drink ticket for the local bar.

Customer emotions 401

Customer emotions Airlines Consulting Consulting 401

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 208

Airlines Customer Service Self service Technology 208

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? This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers.

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. Follow on Twitter: @Hyken.

Airlines 214

Airlines Customer Service Wireless Customer Experience 214

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 414

Airlines Advertising Customer Experience Customer Service 414

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

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. There is a lot to learn from this short article about a commercial airline captain that recognized his job was to do more than just fly the plane. The Mount Rushmore of Customer Service Leaders by John DiJulius.

Customer Service 261

Customer Service Airlines Customer retention Customer Experience 261

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. Making an Intervention to Habitual Behavior. I fly a lot and have for several years. So because self-check in wasn’t part of my habit, I skipped it.

Airlines 417

Airlines Marketing Customer Experience Management 417

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 209

Airlines Customer Service Advertising Marketing 209

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!” She was the perfect frontliner for American Airlines – or for that matter, any type of business. . I knew better.

Airlines 334

Airlines Customer Service Personalization Customer Experience 334

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. The airline didn’t need to see my boarding pass. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 53

Customer Service Customer retention Airlines Employee engagement 53

ShepHyken

MARCH 6, 2019

I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. The customer service agent was happy to accommodate my request. I called the airline back and, once again, they were happy to accommodate my request. She was a model customer service agent; friendly and helpful.

Airlines 295

Airlines Coaching Customer Service Customer Experience 295

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

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. Even millions!

Marketing 223

Marketing Customer Service Airlines Self service 223

ShepHyken

JANUARY 30, 2017

Each week I read a number of customer service articles from various online resources. My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. Keep these in mind the next time a customer service crisis occurs.

Customer Service 206

Customer Service Airlines Customer Experience Personalization 206

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. 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.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are a few ideas on how to retain those happy customers. Customer Experience by Tom Fishburne. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Airlines 218

Airlines Customer Service Employee engagement Morale 218