Interaction Metrics

NOVEMBER 11, 2024

Is your survey a customer listening vehicle? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. Or could it be improved? Amas: You’ve been around this space forever.

Surveys 62

Surveys Airlines Benchmark Feedback 62

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. 4 and PizzaExpress at No. CatSmart moved up to No.

Customer Service 52

Customer Service Airlines Transportation Surveys 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

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

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. A Customer Service Perspective) Consider how L.L.

Customer Service 229

Customer Service Airlines Surveys Contact Center 229

Aspect

JUNE 29, 2017

When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. In fact, despite several recent PR missteps, the airline industry just had its highest rating ever bestowed on it by the American Customer Service Index. The bad news?

Airlines 79

Airlines Interactive Voice Response Customer Service Self service 79

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? Here are a few ideas on how to retain those happy customers.

Customer Service 218

Customer Service Airlines Employee engagement Morale 218

CCNG

JULY 12, 2023

My flight was delayed for 3 hours, it wasn’t all bad I enjoyed airport sushi and interacted with several American airlines employees. It may not surprise you that the next day I got a survey, they wanted my feedback! The airport wants a survey from you on your bathroom experience. Gross and what is the point?

CCNG 195

CCNG Airlines Surveys Feedback 195

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

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. Feldberg & Tami Kim.

Customer Service 192

Customer Service Airlines CRM Employee engagement 192

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Use clear and concise language 2.

Surveys 98

Surveys Feedback Customer Support Wireless 98

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. 10 Content Marketing and Customer Experience All-Stars by James A. FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers).

Customer Service 204

Customer Service Airlines B2B Marketing 204

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. How Customer Service Can Turn Angry Customers into Loyal Ones by Wayne Huang, John Mitchell, Carmel Dibner, Andrea Ruttenberg, and Audrey Tripp.

Customer Service 233

Customer Service Wireless Chatbots Airlines 233

ProProfs Blog

SEPTEMBER 17, 2021

Imagine asking the above questions in a market research survey. The above survey questions fall in the category of leading questions and loaded questions. Usually, these biased survey questions compel the survey respondents to answer in a particular way on the basis of assumptions, fear factor, admission of guilt, and more.

Surveys 78

Surveys Airlines Customer Service Accountability 78

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

ProProfs Blog

AUGUST 19, 2020

Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

Quiq

JANUARY 18, 2023

If you’ve been using business messaging for a while, you know easy and convenient it is for your customers—and its impact on your customer service team’s output. We’re diving into seven times business messaging bots made a customer conversation faster and better. Collect customer information upfront.

Chatbots 64

Chatbots Customer Service Airlines Surveys 64

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

GetFeedback

NOVEMBER 20, 2018

And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. Now, although the majority of companies aren’t making such egregious public mistakes, the majority of companies are pretty out of sync with their customers. And they’re losing profit as a result.

Surveys 102

Surveys CRM Feedback Airlines 102

Beyond Philosophy

AUGUST 6, 2022

This realization came with a bunch of different things in my life as a customer went wrong, from gate delays on the tarmac for transcontinental flights on both sides of the pond to a house in shambles because of materials delays and poor project management. Complete this short survey. Please tell us how we are doing!

Airlines 243

Airlines Consulting Consulting Customer Experience 243

Quiq

JULY 28, 2022

And customer service seems to be bearing the brunt of it. Forrester’s Consumer Index Ratings showed a big drop in the quality of customer experiences. CX fell for 19% of brands in 2022—the highest proportion of brands to drop in one year since the survey’s inception. Like your focus on customer service.

Customer Service 90

Customer Service Wait times Airlines Morale 90

Nicereply

JULY 31, 2023

A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. Use clear and concise language 2.

Surveys 52

Surveys Feedback Customer effort Customer Support 52

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 Chatbots Airlines Feedback 80

CSM Magazine

APRIL 26, 2018

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. Airline customer satisfaction declines.

Airlines 40

Airlines Surveys Customer Service Customer Experience 40

ProProfs Blog

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. .

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

ProProfs Blog

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today. Annually, U.S.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Toister Performance Solutions

AUGUST 26, 2021

Advanced techniques are one of the top requests I receive as a customer service trainer. Customer service professionals who master the basics will always do well. You can build these skills by taking my LinkedIn Learning course, Customer Service Foundations. Customer service is the same way.

Customer Service 82

Customer Service Technical Support Customer emotions Airlines 82

Bill Quiseng

JUNE 19, 2017

Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement.

Customer Service 139

Customer Service Management Employee engagement Airlines 139

Beyond Philosophy

DECEMBER 10, 2022

Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint. Looking at you, United Airlines.) The trick is actually doing it—and for the right reasons, not a customer service failure. Complete this short survey.

Airlines 170

Airlines Consulting Consulting Surveys 170

Nicereply

AUGUST 24, 2021

Messaging in customer service is on the rise, and surveys for support teams continue to gather data that indicates this trend is picking up steam. There is a trend in customer service to make business messaging quicker, easier, and more convenient. The results are staggering : WhatsApp tickets rose 219%.

Customer Service 59

Customer Service APIs Airlines Chatbots 59

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

Surveys 54

Surveys Airlines Feedback Analytics 54

Kayako

DECEMBER 8, 2016

5: Is it too late to win the customer back? What you can do to rectify bad customer service. At Kayako, we help our customers get better at customer service. We want to make sure our customers are offering excellent customer service so their customers continue to pay for their service or product.

Customer Service 116

Customer Service Airlines Surveys Marketing 116

Interaction Metrics

SEPTEMBER 17, 2019

This morning, my rep texted me from the shop where my car is serviced: “You’ll receive a survey from us. I get what he wants, but this is NOT how to do a survey. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Why Issue Surveys? . We hope you recommend us.”

Surveys 48

Surveys Airlines Feedback Analytics 48

BlueOcean

JUNE 27, 2024

Read more here > The Customer Is Always Right… Except in Opinion Surveys? Jimenez critiques the reliability of customer opinion surveys, noting that biased questions and misinterpretations can lead to misleading conclusions. CX thought leader Alex R.

Customer Experience 62

Customer Experience Airlines Customer centricity Contact Center 62

VocalCom

APRIL 16, 2018

When measuring customer experience, your company likely includes surveys in your approach. While this practice remains a viable method for gaining feedback, how your company sends these surveys is critical to getting responses. For maximum engagement, your brand must modernize survey practices in a way that appeals to customers.

Surveys 48

Surveys Contact center software Airlines Feedback 48

Toister Performance Solutions

MAY 7, 2020

Customer service reps were getting frequent calls about issues that were easily resolved via self-service articles. Customer service writing expert, Leslie O'Flahavan , suggests getting input from frontline employees to identify troublesome self-service articles.

Customer Service 111

Customer Service Self service Wireless Customer effort 111

ProProfs Blog

DECEMBER 22, 2019

But, with the overwhelming consumer demands and customer expectations, you cannot afford to negate the importance of satisfactory customer services. . Increasing customer retention rates by 5% boost profits by 25% to 95%. Let’s start with clarity about the meaning of Proactive Customer Service. .

Customer Service 152

Customer Service Customer retention Feedback Airlines 152