Beyond Philosophy

FEBRUARY 5, 2015

In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement. Moreover, the customer has no personal investment in choosing, and staying with, one brand or supplier over another. Advanced Customer Experience Management.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Q: Is Personalization imperative for Customer Experience. Personalization is critical to Customer Experience because of how it makes your customers feel.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

JUNE 9, 2015

But I am skeptical—not that I would know personally. They still approach their airline with an internal focus. Ryanair is raising its “core fees” starting next Monday (which, to be fair, is what other airlines do, too. The senior management isn’t listening to the voice of the Customer.

Airlines 344

Airlines B2C Surveys B2B 344

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Just pick up the phone, dial a number, and speak to a friendly person on the other end to arrange everything. Shep Hyken. You aren’t the only one. Want a pizza?

Customer Experience 241

Customer Experience Airlines Chatbots Personalization 241

ShepHyken

MAY 22, 2017

SmartBrief) Early in my career, I worked for an incredible general manager that taught me a lot of C.R.A.P. Userlike) The phone is one of the oldest and most personal customer service channels. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. Give Your People C.R.A.P.

Airlines 210

Airlines Customer Service Self service Technology 210

ShepHyken

SEPTEMBER 26, 2016

Furthermore, there’s a wide, global gap in perceptions of customer service quality between contact center managers and customers, according to BoldChat’s study, which was carried out by LogMeIn and Ovum. It’s more important than ever to manage all of these channels with a consistent CX. A quick – and fun – read.

Journey mapping 309

Journey mapping Customer Service Contact Center Airlines 309

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. Upgrades or upselling management. Let’s face it. Special assistance requests.

Airlines 88

Airlines Chatbots Upselling Self service 88

Beyond Philosophy

JUNE 11, 2015

Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs. Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

ShepHyken

JANUARY 18, 2019

The proliferation of AI and automation into our work and personal lives means that the nature of work is changing. Would you ever use that airline again? These agents will be more skilled and will function more as account managers than reps. Would you consider that a great customer experience?

Customer Experience 254

Customer Experience Airlines Average Handle Time Contact Center 254

Beyond Philosophy

JULY 5, 2015

Management model is far more horizontal, replacing traditional hierarchy; and there is an emphasis on teaming, and inclusion of customers, to create or enhance value. Customer Sensitivity. Customer Focus. Everyone is involved in providing value to customers – from C-suite to front-line – and everyone understands his/her role. .

Customer centricity 279

Customer centricity Complaint resolution Banking Airlines 279

ShepHyken

JANUARY 30, 2017

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. After all, you can’t foresee all of the nuances and dynamics that may constitute a crisis.

Customer Service 207

Customer Service Airlines Customer Experience Personalization 207

Beyond Philosophy

FEBRUARY 17, 2020

For example, many years ago, he tweeted snarky comments about a recent Customer Experience he had with the airline JetBlue. In other words, conversations might start on a social media platform and lead to an email interaction, which then led to a voice or in-person interaction with a company.

Airlines 415

Airlines Call Center Consulting Consulting 415

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots. Customers receive far deeper personalization that they were used before.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Communication is critical for achieving both personal and sales goals. Communicate.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

ShepHyken

JANUARY 27, 2020

The airline didn’t need to see my boarding pass. This goes beyond their daily duties to cover satisfaction with team members/managers, satisfaction with organizational policies, and the impact of their job on employees’ personal lives. My Comment: The other day I boarded a flight. It doesn’t cost.

Customer Service 54

Customer Service Customer retention Airlines Employee engagement 54

CCNG

JULY 3, 2024

While modern businesses leverage advanced technologies and tools to create an impactful CX, the most meaningful aspect of customer experience management is in the ‘human touch.’ Round-the-clock, personalized customer service operations improve CX, increasing lead generation and customer conversion.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

ShepHyken

MAY 15, 2017

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! Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. And, who doesn’t want that! Sound familiar?

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

Beyond Philosophy

JUNE 25, 2021

The Super League failed because the league management and team owners did not understand their fans. The owners and league managers misread the popularity of the big clubs as the real draw to the soccer matches. The question on everyone’s mind is how do you know if the person is telling the truth about their vaccinated status?

Customer Experience 383

Customer Experience Airlines Consulting Consulting 383

Beyond Philosophy

MARCH 31, 2015

The big banks are claiming that saving the money historically allocated to managing a chain of local retail financial units, and investing more in marketing through electronic media and high-tech service will offset the truncation of branch networks. They are looking to improve their branch models as customer behaviors, and needs, change.

Banking 310

Banking Airlines Self service Finance 310

ShepHyken

AUGUST 11, 2024

It contains plenty of commentary, data, and insights that will make you rethink how you manage customer interactions, as the title implies. In short, the computer systems from United, American, Delta, and other major airlines went down, stranding and/or delaying travelers for days. But there’s more. Don’t overlook the data!

Customer Service 223

Customer Service Self service Airlines Government 223

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. The example cited is Starwood Hotels and Resorts where, through its Starwood Preferred Guest (SPG) program, there is a focus on personal leisure travel rewards for high-spending frequent guests.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

OCTOBER 18, 2019

However, it was terrible news to me because I missed out on a better flight option through a competitive airline. From a Customer Experience Management perspective, wouldn’t it be great for you if all of your customers were like that about your brand? With my Delta example, I buy airline tickets a lot. That isn’t true.

Airlines 225

Airlines Consulting Consulting Benchmark 225

ShepHyken

MAY 12, 2017

Our personalities in great part determine how we influence the people around us. Having self-doubt can cause havoc within a business, and it won’t allow you to manage in the way you need to and are capable of. Great leaders know the secret ingredient to managing well is to speak with candor and to be honest with others.

Airlines 214

Airlines Coaching Personalization Management 214

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. For example, one reader shared her perspective as a Dutch person living in Britain.

Airlines 243

Airlines Consulting Consulting Customer Experience 243

SharpenCX

JANUARY 15, 2020

First up: Alaska Airlines. Alaska Airlines has been steadily climbing on the ACSI Index since 2015. And last year, they were the only airline to push past the 70 th percentile, reaching 80% satisfaction and nabbing the number one Customer Satisfaction score in the industry. There’s a lot to love about Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Bill Quiseng

JUNE 19, 2017

Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement. So if surveys are your only source of feedback, then at the most, you personally know 15% of all your customers’ angst. What can I do for you?

Customer Service 122

Customer Service Management Employee engagement Airlines 122

TeleDirect

DECEMBER 24, 2024

Top 3 Trends Shaping Customer Service in 2025 Customer service is undergoing a revolutionary transformation as businesses adapt to evolving consumer expectations, technological advancements , and the competitive need for personalization. Focus on Omnichannel Consistency: Ensure personalization is seamless across all communication channels.

Customer Service 62

Customer Service Analytics Airlines CRM 62

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. Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

JUNE 20, 2016

(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. Use Emojis and Other Tips to Make Customer Service More Personal by Dianna Labrien. All are great concepts that are appropriate for just about any company.

Customer Service 195

Customer Service Customer centricity Chatbots Airlines 195

Beyond Philosophy

DECEMBER 10, 2021

Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out. The airline has no cost except the administrative effort, but they’ll charge anyway. These profits make accountants happy because they look like profits, but they make customers angry.

Airlines 273

Airlines Metrics SaaS Accountability 273

Steve DiGioia

AUGUST 1, 2016

His/her decisions are right and for all the obvious reasons; he knows better, he has the experience and he was put in charge because he’s the best qualified person the company has. But since they have ambition and strive to be better, they joined the ranks of management. But you still don’t manage equally. Boy, were they wrong.

Morale 0

Morale Airlines Management Accountability 0

ShepHyken

SEPTEMBER 8, 2017

And if you don’t know the answer, it’s completely fine to ask for help from your CEO or manager. I was just answering a very simple ticket from a curious person and after less than an hour that person made a purchase. To be realistic, there will always be times when you won’t know the answer to your customer’s question.

Airlines 423

Airlines Advertising Big data Marketing 423

Fonolo

SEPTEMBER 1, 2020

If you’re not investing in brand perception management, you’re putting your business at serious risk. If you’re not investing in brand perception management, you’re putting your business at serious risk. How to Manage Customer Perception: A Complete Guide. Is personal experience important to customer perception?

Airlines 142

Airlines Advertising Marketing Customer Experience 142

CX Global Media

JUNE 22, 2017

In 1981, Jan Carlzon became CEO of the faltering Scandinavian Airlines. The “moments of truth” has become a method to manage the customer experience that has been adopted by various organizations. The “moments of truth” has become a method to manage the customer experience that has been adopted by various organizations.

Contact Center 191

Contact Center Airlines Call Center Coaching 191

ShepHyken

MARCH 23, 2018

The key: That passion and purpose must be communicated and conveyed effectively from senior leadership throughout management and all employees, so that they are more compelled to consistently deliver a superior product, service, and customer experience. Ongoing communication is the key to any healthy, successful personal relationship.

Airlines 214

Airlines Morale Benchmark Marketing 214

Beyond Philosophy

DECEMBER 14, 2023

Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. The airline sees it as a loyalty program for frequent flyers. Getting people to become loyal requires managing experiences. Click here.

Airlines 221

Airlines Metrics Management Technology 221

ShepHyken

OCTOBER 12, 2020

UNSW Business School) Managers and marketers who want to boost customer loyalty post-COVID-19 should focus on four key areas, according to UNSW Business School research. If you want a comfortable first-class seat, this airline is not for you. We’ve all been seemingly over-exposed to poorly managed online meetings.

Customer Service 215

Customer Service Airlines Customer Experience Marketing 215