ProProfs Blog

DECEMBER 22, 2019

To set your brand above and beyond, you need to develop smart customer services , which ultimately focus on providing not just active, but proactive customer service along with offering a high-quality product at affordable prices. . Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

Nicereply

OCTOBER 14, 2019

Depending on your industry, you might not have a choice about how accessible you make your support. I contacted Kelly Lynch, a customer support agent by day, and a stand-up comedian and disability advocate by night to help me learn more about how customer support teams can become more accessible to a wider range of users.

Customer Support 70

Customer Support Airlines Government Interactive Voice Response 70

ProProfs Blog

JULY 19, 2019

A simple Google search query containing the terms “united airlines passenger” takes you directly to that incident. The result of this was severe online backlash from people all around the world and resulted in many policy changes for all airlines. Collect Customer Feedback : Your customers are your best advisors.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

Nicereply

SEPTEMBER 2, 2020

Soon loyal customers may start to leave. A great example of this has been demonstrated by United Airlines. You might recall the recent bad customer service of United Airlines and how that’s affected them (hint: customers and employees are not happy). Every unhappy customer is another hit to the bottom line.

Airlines 126

Airlines Morale B2C Customer advocacy 126

Netomi

MARCH 27, 2022

Companies often take a pulse after key milestones in the customer lifecycle. For example, after a first purchase, prior to the renewal or following customer support interactions. In Economy airline travel , there’s no expectation for a glass of champagne before takeoff. Improve your customer satisfaction.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Kayako

DECEMBER 8, 2016

The statistics support this too: 59% of consumers like to tell others about new products. When companies give bad customer service, it looks bad on the company and often causes customers to leave and take their business elsewhere. Customer support teams strive for excellent service but what if they don’t deliver?

Customer Service 116

Customer Service Airlines Surveys Marketing 116

Interaction Metrics

MARCH 27, 2025

This number shows how many customers stayed with you over a given period of time. At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. Airlines and hotels use this strategy all the time.

Customer retention 62

Customer retention Metrics Surveys Advertising 62

Lumoa

OCTOBER 13, 2017

Engage with the customer feedback, both negative and positive. Follow up positive comments of your customers with a thank you- note, show that you are close to them and care about them. Fazer did right what it had to do - the company thanked Kathryn for the feedback. Thanks for the positive feedback! Hey Kathryn!

Customer Experience 102

Customer Experience Advertising Airlines Feedback 102

Enghouse Interactive

JULY 29, 2020

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. Decision Intent: Let customer issue recovery be natural, human and right. We trust you. It just earned J.D.

Airlines 40

Airlines Chief Customer Officer Accountability Personalization 40

Nicereply

APRIL 11, 2023

How can you create feedback forms your customers want to answer? Use these best practices and checklists to turn your feedback forms into key sources of customer insights for your business. Without customer feedback, you’re in the dark. That might be your customers , stakeholders , or patients.

Best practices 52

Best practices Feedback Surveys Airlines 52

ProProfs Blog

JUNE 19, 2020

A typical NPS survey looks like this: The customer is asked to give a rating from a mark of 0 (not at all likely) to 10 ( extremely likely). In general, the low rating is assumed to be negative feedback, middle rating is taken as average feedback, whereas high rating is touted as the positive feedback. Airlines.

Benchmark 117

Benchmark Surveys Feedback Entertainment 117

Kayako

OCTOBER 20, 2015

Customer service is overlooked in many companies. Often, it’s customer service that can make or break a company and it’s important that it stretches far beyond one department. In this post we’ll dive into why customer support is extremely important for every part of your business. Good vs Great customer service.

Customer Service 93

Customer Service Airlines Customer Support Engineering 93

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

GetFeedback

JANUARY 12, 2020

Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. Just fixing everything reported by customers is not necessarily the best way to proceed. But what about customer requests that, if implemented, would undermine the brand promise?

Journey mapping 88

Journey mapping Airlines Feedback Customer Experience 88

REVE Chat Blog

FEBRUARY 5, 2020

Hubspot research says, “83% of companies that believe it’s important to make customers happy also experience growing revenue. In such a hyper competitive business era, it is important to know the consequences of bad customer service interaction and the benefits of an efficiently functioning customer support department.

Customer Service 93

Customer Service Airlines Scripts Chatbots 93

Inbenta

JUNE 30, 2021

Gol Airlines. In a world where social distancing is still somewhat present, many companies have decided to take a step forward and implement automated customer interaction solutions to deal with the huge amount of customer support requests. . Gol Airlines. Contents: Introduction. TravelClub. Benefit Cosmetics.

Chatbots 105

Chatbots Airlines Healthcare Self service 105

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. With actionable feedback, organizations can make informed decisions. And the easiest way to get customer feedback is by using customer satisfaction surveys.

Surveys 98

Surveys Feedback Customer Support Wireless 98

Babelforce

MARCH 26, 2020

We all know the term CSat (customer satisfaction) , right? However, NPS and CES are also great ways to measure customer feedback. NPS stands for Net Promoter® Score, which refers to the fact that it measures how many of your customers are categorized as promoters. When to use CES in customer feedback.

Feedback 52

Feedback Customer effort Surveys B2C 52

ProProfs Blog

DECEMBER 21, 2020

These are basic customer expectations and in case you are failing to meet these, chances are that your business may witness increased customer churn rate. Lack of a Great Customer Support. Did you know that 67% of customer churn is preventable if firms resolve issues the first time they occur?

Surveys 148

Surveys Benchmark Feedback Sales 148

ProProfs Blog

DECEMBER 23, 2019

Like in ProProfs Chat, not only do you get to initiate a chat with your website visitors but also take their feedback at the end of the chat through a post-chat survey form. ProProfs Live Chat also helps your operators understand the customer pain-points and improve response time to make sure that no customer feels left out.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Global Response

JANUARY 9, 2023

Customer focus can include a variety of both big-picture strategy and detail-oriented tactics. For example, customer focus can include things like: doing customer research and surveys. using customer feedback to inform future product or service decisions. creating personalized customer experiences.

Airlines 62

Airlines Customer centricity Feedback Metrics 62

CSM Magazine

JANUARY 27, 2025

Gathering Customer Feedback If you want to know what your customers need, asking them directly is the simplest place to start. Feedback provides unfiltered insights into their expectations, frustrations, and wishes. Direct Communication : For a personal touch, engage with customers one-on-one through live chat or emails.

Customer Service 52

Customer Service Multi-channel support Chatbots CRM 52

Help Scout

APRIL 27, 2021

When you can know instead of guess what actions your customers are taking and what’s important to them, you deliver faster. That faster delivery and emotional connection with your customers also promotes internal happiness. There are many ways to listen to customers, but the most important thing is to make sure they know you hear them.

Airlines 135

Airlines Metrics Surveys Sales 135

REVE Chat Blog

APRIL 15, 2020

Artificial Intelligence (AI) has been a driving force across different business functions, be it customer service, sales or marketing. From automated customer support to sales assistance, AI allows businesses to better support their customer needs at many touchpoints along their journey. Reduce support tickets.

Chatbots 63

Chatbots Customer Service Interactive Voice Response Airlines 63

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. As much as we try to separate those shortages from affecting service, customers feel it.

Customer Service 80

Customer Service Airlines Chatbots Feedback 80

Ann Michaels and Associates

SEPTEMBER 9, 2019

It helps build a good first impression of your business; a customer will always prefer to do business with someone who is happy. Smiling improves your mood and therefore the attitude in which you face everyday situations, including your sales work and customer support. The smile during phone support.

Airlines 80

Airlines Analytics Sales Customer Service 80

CustomerGauge

JANUARY 27, 2016

In b2c, relationship surveys can be conducted across the entire customer base. However, why you use NPS will determine which customers should be surveyed. For example, an airline might choose only to survey its economy class customers, as it knows that 1st class and Business class experiences high loyalty.

Surveys 75

Surveys B2C B2B Airlines 75

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. Customer experience is not so insular.

Customer Experience 78

Customer Experience Airlines Metrics Feedback 78

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. Customer experience is not so insular.

Customer Experience 78

Customer Experience Airlines Metrics Feedback 78

NICE inContact

JUNE 14, 2016

Earlier this year I had an issue with an airline so, as many of us would do, I called them. Within minutes of my tweet I got a response from a competing airline, inviting me to start flying with them. They offered me credit for future flights and would carry my status over from the airline that was causing my delay.

Customer Service 51

Customer Service Airlines Contact Center outsourcing 51

JustCall

MARCH 23, 2023

It can also be integrated with your shipping and eCommerce software to share the latest order information with customers without live agent intervention. Customer feedback channel: IVR systems collect customer interaction data from the conception of a call. IVR Implementation Success Stories 1.

Interactive Voice Response 98

Interactive Voice Response Self service Abandon rate Telemarketing 98

GetFeedback

JANUARY 6, 2020

customer feedback data), involving customers, and defining customer outcomes. . In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. They can all be engaged in different parts of the customer journey.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

AskNicely

MAY 18, 2017

The element of surprise might work in a fight, but it’s not the case when it comes to collecting feedback – you want to make sure you survey customers at a point where it will seem relevant from their point of view. Occasionally customers are blasted all at once to get a bench mark NPS result. Time your attack carefully.

Surveys 60

Surveys Airlines Feedback Upselling 60

ProProfs Blog

MAY 31, 2019

Make use of customer feedback forms and questionnaires to collect and organize such positive customer experiences for your website. You can even add a testimonial page on your website dedicated to sharing the feedback you receive from your customers. Go the Extra Mile. Monetize Points.

Customer retention 99

Customer retention Metrics Surveys Airlines 99

CSM Magazine

JUNE 8, 2023

On the off chance a package isn’t delivered or the wrong item shows up, Amazon’s return policy is customer-friendly and provides prepaid return labels for most products. And with customer support available 24/7, it’s a breeze to reach service representatives over the phone, via email, or using live chat.

Customer Service 52

Customer Service Airlines Customer retention Feedback 52

Quiq

JANUARY 18, 2023

We’re diving into seven times business messaging bots made a customer conversation faster and better. Collect customer information upfront. Let’s say, for example, you own an airline with a great reward program. Collect feedback for even more improvement. Businesses shouldn’t underestimate the power of feedback.

Chatbots 64

Chatbots Customer Service Airlines Surveys 64

Hero Digital

MARCH 12, 2019

If they were to become more dependable customers, however, they could substantially impact company revenues. An airline, for example, might choose a group of their frequent flyers who sometimes board other airlines on competing routes. The key in selecting your segment(s) is to look for the low-hanging fruit.

Customer Experience 46

Customer Experience Airlines Brand ambassadors Revenue potential 46