ShepHyken

SEPTEMBER 16, 2019

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. Building a Robust Customer Experience Management Strategy: Lessons From Nike by Vandita Grover.

Article 98

Article 2019 Airlines Customer Service 98

Experience Investigators by 360Connext

MAY 16, 2023

This proactive, customer-focused approach made me a loyal customer. Sometimes proactive problem-solving is simply communicating directly with the customer. Customers have bad experiences. And when that does happen, they want to hear directly from the brand. Say Sorry First and Mean It Things happen.

Airlines 143

Airlines Feedback 2023 Customer Service Representative 143

ShepHyken

APRIL 19, 2017

Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. Airline personnel get angry. And, that goes for all other airline personnel. This great story starts with some bad news that was out of the airline’s control.

Airlines 87

Airlines Government Travel Customer Service Training 87

ShepHyken

OCTOBER 3, 2016

This is a world-wide celebration and some great people in Rwanda remind us that the celebration is not only for customers, but for employees as well. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline.

2016 123

2016 Article Airlines Customer Service 123

C Space

MAY 22, 2020

The Brand Move Roundup – May 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. The conversations in the fitness space are completely unusual,” said Marden.

2020 52

2020 Brands E Commerce Travel 52

ShepHyken

MAY 16, 2022

Be a ‘Method Customer’ to Improve Customer Experience by Justin Racine. CMSWire) Brands spend exorbitant amounts of dollars, resources and time to connect with their customer base to understand them better. Power 2022 North America Airline Satisfaction Study. What makes a consumer tick?

Article 64

Article 2022 Customer Service Net Promoter Score 64

ShepHyken

OCTOBER 18, 2021

Executed the right way you can take normal to a higher level that is memorable – and even something customers will talk about. 3 Ways Covid-19 Has Changed the Customer Experience Forever by Josiah Johnson. And the change is good for both the customer and the business willing to keep up with the changes. But, I digress.

Article 83

Article 2021 Customer Service Airlines 83

Experience Investigators by 360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. Comcast (yes, Comcast) has been in the middle of a journey to shift both brand perception and the experience they deliver. Save 1,000 words.

Airlines 152

Airlines 2017 Metrics Social Media 152

LiveChat

AUGUST 3, 2018

It’s easy to envy great brands for their loyal customer base or their fabulous products. However beneath that sheen of success, we don’t get to see the thousands of hours spent in building businesses that are ready to weather any storm, withstand intense competition, and please the most exacting customer.

Customer Focused 28

Customer Focused Multi-Channel Airlines 2007 28

ShepHyken

OCTOBER 10, 2016

However, US airlines aren’t exactly known for their warm and fuzzy customer service. Flyers can feel abandoned, as if the airline doesn’t even care. Airlines are known for customer service horror stories, although many of the issues are due to weather, air traffic control and even an occasional mechanical problem.

2016 127

2016 Article Customer Service Airlines 127

Experience Investigators by 360Connext

DECEMBER 29, 2014

Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? This post compares the mission statements of two airlines and it’s sure to get you thinking about your own. 13 Tough Questions to Skyrocket Customer Experience Improvement. Automated replies?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., Because many times I leave my name and phone number in the comment section for the company or brand to call me. You must let your customers know you are listening to them! .

Rewards Programs 123

Rewards Programs Airlines Hotels Feedback 123

ShepHyken

AUGUST 10, 2016

Brand Promise. Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. Other industries, such as the airlines and cell phone service providers are doing their best to improve. That’s why they call it a brand promise!

Airlines 86

Airlines Government Customer Service Training Brands 86

ShepHyken

JUNE 6, 2018

I notice the same type of behavior happens with airlines and hotels. It’s easy to spot the frequent traveler by the way they are treated by airline and hotel employees. So, it appears that frequency might warrant a better customer experience. The same might go for how much a customer spends. Follow on Twitter: @Hyken.

Airlines 96

Airlines Hotels Loyalty Programs Loyalty 96

ShepHyken

APRIL 17, 2017

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. Brands this is what can happen on Twitter when you get it spot on by Mark Shaw.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

JUNE 5, 2017

This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses. Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. My Comment: The airline industry is a hot topic in the world of customer service.

2017 74

2017 Article Airlines Customer Service 74

ShepHyken

JUNE 17, 2018

4 Unexpected Tips That Will Make Your Brand Stand Out by Pia Silva. Forbes) Collected here are four brand tips that are essential to developing a brand that gets noticed, remembered, and shared and doesn’t just blend in with the competition. Four tips that will make your brand stand out. My Comment: I love this article.

Article 83

Article 2018 Customer Service Airlines 83

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.

Article 71

Article 2019 Customer Service Airlines 71

ShepHyken

MAY 29, 2017

My Comment: What United Airlines scandal! The day or two after the scandal where a United Airlines passenger was physically and brutally removed from the plane, the stock plummeted and United lost almost a billion dollars in value. Twitter pushes into customer service – can it prove to be successful? by Yaniv Reznik. (IT

2017 95

2017 Article Customer Service Airlines 95

ProProfs Chat

SEPTEMBER 20, 2019

It weakens the roots of even a great business and well-known brand. . Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Syed thus turned to Twitter and expressed his anger towards the airline. . The Technology Angle.

Customer Service 68

Customer Service Airlines Net Promoter Score Customer Retention 68

ShepHyken

MAY 8, 2017

10 Content Marketing and Customer Experience All-Stars by James A. CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. Great examples that we can all learn from.

2017 81

2017 Article Customer Service Airlines 81

Beyond Philosophy

JUNE 7, 2016

I’d extend the narrower realm of service to all elements of customer experience. 1) Make the small investment in enhancing employee experience, and have them focus on customer value. The post Delivering Unique, Attractive (Even Branded) Customer Experience Lagniappe: Any Company Can Do This appeared first on.

Brands 74

Brands Customer Experience Banking Competitive Advantage 74

Zeisler Consulting

JANUARY 25, 2021

When we consider brands that are famous (at least to us) for putting their employees first, surely even they understand the risks of conflating them with their Customers, right? As such, your brand is incentivized to deliver a great experience to your Customers (or else they’ll go away).

Airlines 93

Airlines Culture Employee Experience Customers 93

ShepHyken

JULY 30, 2018

Why is customer service training so important? Training Journal) Your staff are usually the first people customers will interact with. They act as a lasting first impression of your brand or business. My Comment: When it comes to customer experience, there is much we can learn from the airline business.

2018 78

2018 Article Customer Service Customer Service Training 78

ShepHyken

DECEMBER 12, 2018

But, in business, you want to be different – as long as what makes you different is something the customer wants and appreciates. There are some great brands that are best known for one trait – that one trait that makes them different. Southwest Airlines is known for low fares, not charging for checked bags and no change fees.

Banking 122

Banking Airlines Advertising Customer Service Training 122

ShepHyken

APRIL 6, 2020

The first is based on creating enough value through the experience the customer would never want to go anywhere else. The other is more of a marketing program that rewards customers for coming back. For example, an airline frequent flier program. In the end, you must have a good relationship with the customer.

Article 75

Article 2020 Customer Service E Commerce 75

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX.

Airlines 73

Airlines Virtual Agent Omnichannel 2010 73

Beyond Philosophy

JUNE 11, 2015

Alex Chrusczcz, Asda’s Head of Insights and Pricing, offers explanations of how the organization is endeavoring to build customer loyalty behavior ( [link] ): “Aspire to treat customers equally or you’ll create a fractured brand and shopping experience. And, none of this has helped the airline industry’s image and reputation.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

CSM Magazine

FEBRUARY 26, 2019

While companies are working towards structuring their systems to gain a single view of the consumer, they miss a key point: how to provide a single view of the brand to the consumer. This is a true actionable 360-degree customer-centric view. What is the best approach to improving customer experience in a customer-focused organization?

Multi-Channel 63

Multi-Channel Engagement Customer Engagement Omnichannel 63

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. How the leader in the cockpit builds a brand by Alaina Love. 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.

Article 102

Article 2018 Customer Service 2019 102

Beyond Philosophy

APRIL 15, 2019

Essential Considerations for Your Customer Service Culture. Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Suttle says one of the things they say is arbitrary customer service gets you arbitrary results.

Culture 114

Culture Customer Service Leadership Airlines 114

ShepHyken

JANUARY 22, 2018

My Comment: This is a fascinating article with a focus on customer service delivered through social channels. The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service.

2018 90

2018 Article Customer Service Wireless 90

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

ShepHyken

MAY 1, 2017

This to me is perhaps the single most important reason why brands and businesses need to be on Twitter. My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. For information contact or www.hyken.com.

2017 83

2017 Article Customer Service Social Media 83

ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. It blurs the lines between customer service, marketing, and even sales. Scientific data validate the importance and power of social media customer service. Social Proof. Stay on the Same Channel.

Social Media 87

Social Media Customer Service Marketing Airlines 87

ShepHyken

OCTOBER 12, 2020

My Comment: In my quest to find the best way to create customer loyalty, here is a great article that sets up the importance of going for loyalty followed by four sound strategies. Of course, you want to create a great experience (number four), but you also want to build “equity” with the brand, relationship and value proposition.

Article 77

Article 2020 Customer Service Loyalty 77

Lumoa

AUGUST 25, 2020

The customer experience quotes we’ve selected for this article will help motivate you and your team to become more customer-focused. GREAT CUSTOMER EXPERIENCE IS NOT JUST ABOUT MAKING SALES It’s about creating a genuine connection with real customers. Hear us out: people buy from brands they can trust.

Customer Experience 83

Customer Experience Advertising Customers Loyalty 83