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

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

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

Inbenta

JULY 29, 2021

8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. These situations call for superior airline customer service. Achieving top-notch airline support with chatbots. Let’s face it. Automate flight search & bookings.

Airlines 88

Airlines Chatbots Upselling Self service 88

Call Center Weekly

SEPTEMBER 6, 2017

The situation required my patience, as well as clear communication from the airline. Unfortunately, the airline didn’t deliver. I never got an answer and in fact, each airline rep I spoke with gave a wildly different and equally confusing update. None listened to me or understood my growing frustration. We would all win.

Customer Service 327

Customer Service Airlines Morale Contact Center 327

Teresa Allen

MARCH 9, 2020

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread. Allegiant excerpt: We understand your decision to travel at this time is personal and many factors are involved.

Airlines 106

Airlines Customer Service Personalization 106

CSM Magazine

OCTOBER 18, 2024

The digital age has ushered in a new era of customer expectations. Consumers now demand more than just quality products or services; they crave experiences tailored to their unique preferences and needs. The Power of Personalization in Marketing Gone are the days of one-size-fits-all marketing approaches.

Personalization 52

Personalization CRM Automotive Airlines 52

CSM Magazine

AUGUST 22, 2024

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating. 5, while airlines All Nippon Airways and Singapore Airlines secured the No.

Customer Service 52

Customer Service Airlines Transportation Surveys 52

SharpenCX

JANUARY 15, 2020

What about the examples of good customer service and the success stories of leaders and employees who ban together to deliver outstanding experiences? They’re the ones who hold leading spots on top satisfaction lists and who have a following of raving customer advocates. First up: Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

CSM Magazine

AUGUST 22, 2024

Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista. The survey evaluated customer service across various sectors, with over 5,500 respondents participating. 5, while airlines All Nippon Airways and Singapore Airlines secured the No.

Surveys 52

Surveys Airlines Customer Service Transportation 52

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. 20 Stats On Why Customer Service Has Never Mattered More by Blake Morgan (Forbes) Customer Service Week runs from October 2-6 this year. Here are my top five picks from last week.

Customer Service 171

Customer Service Airlines Customer Experience Technology 171

CSM Magazine

OCTOBER 8, 2024

National Customer Service Week is a time to reflect on the impact that advanced technology is having in the customer service space – including the shift from traditional customer service to elevated customer experiences. But where is work still needed?

Customer Service 52

Customer Service Chatbots Airlines Analytics 52

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 asked Bailee where she learned to engage with her customers at that level.

Airlines 334

Airlines Customer Service Personalization Customer Experience 334

Teresa Allen

MARCH 9, 2020

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread. Allegiant excerpt: We understand your decision to travel at this time is personal and many factors are involved.

Airlines 62

Airlines Customer Service Personalization 62

CSM Magazine

OCTOBER 5, 2018

Recent research by YouGov for Pegasystems reveals some interesting insight into how businesses can drive consumer satisfaction through customer service. Some of the key findings are: Airlines’ digital service apps are popular. Nearly a third (28 percent) of all Britons who fly use an airline app and.

Airlines 40

Airlines Customer Service Surveys Personalization 40

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

CCNG

JULY 3, 2024

Having a skilled and knowledgeable team of experts who can create genuine connections with customers and deliver personalized support is crucial for delivering a memorable CX. Round-the-clock, personalized customer service operations improve CX, increasing lead generation and customer conversion.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

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

Fonolo

APRIL 30, 2019

However, one clear downside is a lack of competition in the airline industry (that, and the proximity to polar bears). By all counts, Air Canada is an award-winning airline , a brand built on the notion of customer service. Obviously, airlines are often at the mercy of forces beyond their control.

Airlines 57

Airlines Customer Service Call Center Wait times 57

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Suppose you are at an airport, the airline cancels your flight, and you sit in a call center queue.

Airlines 221

Airlines Self service Call Center Personalization 221

ShepHyken

APRIL 24, 2020

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. customers and? hotels and airlines.

Customer Service 197

Customer Service Airlines Self service Entertainment 197

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. Customers receive far deeper personalization that they were used before.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

ShepHyken

OCTOBER 12, 2020

Each week I read a number of customer service and customer experience articles from various resources. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. My Comment: Let’s start this week’s Top Five with one of the hottest topics in customer service and experience, and that’s empathy.

Customer Service 210

Customer Service Airlines Customer Experience Marketing 210

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 177

Airlines Customer Service Customer centricity Call Center 177

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

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

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! Follow on Twitter: @Hyken.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

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

CCNG

JUNE 14, 2023

I quickly called the airline to see what could be done to rectify the situation. Still after 10 years, I remember that conversation with that agent, and go out of my way to use that airline. In today's competitive market, providing an outstanding customer experience is more important than ever.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

MAY 29, 2023

First is the transactional way, such as getting customers to subscribe to a product. Then there is the emotional way which is getting people to connect with your brand through personalized engagement and positive experiences. Brands must learn to find a balance between the two to build long-term customer loyalty. .”),

Airlines 156

Airlines Marketing Customer Experience Customer Service 156

Enghouse Interactive

JULY 29, 2020

Jeanne’s second blog looks at why the human touch is a vital part of the customer service process. Delivering this consistently means trusting and empowering your people, as this second case study from Alaska Airlines shows. #2: 2: A Case Study to #MakeMomProud: Alaska Airlines Decided that Employees Can Make It Right.

Airlines 40

Airlines Chief Customer Officer Accountability Personalization 40

ShepHyken

APRIL 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty.

Customer Service 197

Customer Service Airlines Customer retention Marketing 197

CSM Magazine

DECEMBER 13, 2023

Customer service, often seen as the heart of a business, is the assistance and advice provided by a company to those people who buy or use its products or services. It operates as a key touchpoint between a business and its customers – a platform where relationships are built, trust is established, and loyalty is earned.

Customer Service 52

Customer Service Self service Airlines Chatbots 52

CSM Magazine

APRIL 8, 2021

Lots of executives talk about their focus on customer service. Over the decades I’ve been researching and speaking, it has become very clear to me that: The most successful organizations in the world—business, government, and non-profit—keep customer service at the center of their work. I like to follow service leaders.

Customer Service 110

Customer Service Advertising Airlines Government 110

Beyond Philosophy

OCTOBER 29, 2020

For example, we were working with an airline that wanted to improve their experience. ” In essence, this alone tells you everything you need to know about this airline. From a business perspective, that can mean breaking a few eggs to make your Customer Experience omelet.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Quiq

FEBRUARY 3, 2023

While HR leaders are facing the labor shortage head-on with recruiting tactics and budget increases, customer service teams need to search for ways to provide the service the industry is known for without the extra body count. How is the labor shortage impacting customer service? Travel is back, but labor is not.

Customer Service 80

Customer Service Airlines Chatbots Feedback 80

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity.

Customer Service 195

Customer Service Customer centricity Chatbots Airlines 195