The DiJulius Group

OCTOBER 7, 2014

JetBlue creates great Secret Service system – JetBlue Airways announced recently that it will provide each inflight crewmember with an iPad mini in order to enhance their ability to deliver a personalized Customer experience. Customer intelligence. Customer Service' By December 2015, […].

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Social Media 2015 Customer Service Customer Experience 40

Service Untitled

NOVEMBER 1, 2011

JetBlue Flight 504 from Fort Lauderdale, Florida to Newark, New Jersey was diverted to Bradley International Airport in Connecticut at 1:30 on Saturday because of a freakish snow storm affecting the East Coast. During the seven hour debacle, no logical answer was ever given by JetBlue. So what could JetBlue have done?

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Poor Customer Service Customer Service Airlines 2010 51

ShepHyken

JUNE 20, 2023

The family eventually walked over to the JetBlue ticket counter, where they were told what they already knew: passports are not required to travel between the U.S. There is the soft-skill side of customer service, being friendly and empathetic. First, it shows empathy and care for the customer and the situation.

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Customer Service Customer Service Training Travel Entertainment 67

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers.

Net Promoter Score 113

Net Promoter Score NPS Insurance Airlines 113

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Bot platforms had informal interactions over the platform with customers.

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Social Media Call Center 2016 Multi-Channel 166

Experience Investigators by 360Connext

MARCH 25, 2015

It’s Day two at the Next Generation Customer Experience conference. “Customer experiences need to be more human.” “Customer experiences need to be more human.” Author Jeanne Bliss , who is publishing Chief Customer Officer 2.0 Customer emotions matter in the C-suite. Until they do.

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Metrics 2015 Chief Customer Officer Airlines 234

Qualtrics

JULY 28, 2016

Finding out what your customers are feeling is pivotal for knowing what decisions to make. JetBlue has used conjoint analysis and maxdiff to understand how their customers are feeling and has used that information to build a world-class customer experience program. This holds true in business. About Conjoint Analysis.

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Webinar 2016 Presentation Consulting 22

Kayako

DECEMBER 8, 2016

5: Is it too late to win the customer back? What you can do to rectify bad customer service. We wanted to test word of mouth marketing to see if it could be used to rectify a customer’s bad experience. At Kayako, we help our customers get better at customer service. Intro: Word of mouth marketing. 3: The results.

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Consumers Customer Service Poor Customer Service Airlines 116

ShepHyken

OCTOBER 10, 2016

Each week I read a number of customer service articles from various online resources. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. However, US airlines aren’t exactly known for their warm and fuzzy customer service. WhatsApp – Better than Twitter for Customer Service by Mark Shaw.

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2016 Article Customer Service Airlines 126

Alida

SEPTEMBER 20, 2017

Growth in customer experience (CX) innovation has flatlined, and it’s likely you’re on the wrong side of the widening gap. According to Forrester’s Customer Experience Index, 2017 , today’s businesses across 21 industries are plagued by a growing “CX leadership gap.” In fact, twice as many brand scores fell as rose.

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Leadership 2016 Insurance 2017 227

InMoment XI

JANUARY 2, 2023

Increased competition in nearly every market is leading businesses of all types to search for ways to attract and retain their ideal customers. Customers have unprecedented access to information about products and services. Not only does exceptional customer experience make customers happier, it drives desirable customer behavior.

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Net Promoter Score NPS Metrics Effort Score 295

BirdEye

AUGUST 7, 2020

The answer to this question may seem obvious…a “good review” is when a customer leaves a 5 star rating of your business! Here are three specific elements to look for that make a customer review particularly valuable. Describes the customer experience. Did the customer receive fantastic customer service?

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Feedback Customer Experience Brands Customer Experience Management 98

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement. They aren’t the typical conditions under which the company does business.

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Customer Experience Hotels Banking Airlines 121

QuestionPro Audience

JANUARY 3, 2018

Mobile technology creates a completely different experience at the airport, for both the customer and airline. A good mobile app adds to the customer experience, and creates brand loyalty. Airlines are looking to extend the customer experience in 2018.

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Travel 2018 Airlines Books 117

BirdEye

NOVEMBER 30, 2023

Today, when feeling relatable and personalizing each communication is a priority for brands to offer an exceptional customer experience , using social media reputation management to your advantage can be incredibly beneficial. Customer engagement and loyalty Social media allows for direct customer communication.

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Social Media Management Brands Communication 116

Comm100

NOVEMBER 27, 2017

Still, customers don’t respond to a non-apology the same way they do a sincere one. Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too. . They called me day and night when they felt the need to.”)

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Social Media Brands Advertising Transportation 116

Alida

JANUARY 29, 2018

An angry customer is still a customer—until they’re not. That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Twitter provides an easy way for disgruntled customers to call out a brand that’s let them down.

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Social Media Wireless Airlines Loyalty 133

Kerry Bodine

MARCH 18, 2020

You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and. Build customer loyalty that will ensure the long-term viability of your business. Support at-risk customers.

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Customer Experience Airlines Insurance Travel 116

CSM Magazine

JUNE 21, 2018

Cindy Solomon reveals the secrets of amazing customer service – and how you can provide the same “Wow!” Every time I fly JetBlue Mint, I’m reminded that great service is possible, even in an industry as hated-on as the airlines. What JetBlue is doing to wow me isn’t rocket science (or even plane science).

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Customer Service Airlines Workshop Travel 58

Alida

MAY 11, 2016

Renowned business author and strategist Fred Reichheld is sick and tired of customer satisfaction surveys. Used to measure customer loyalty, NPS asks a single question: “How likely are you to recommend X?”. Companies of all sizes from virtually all industries now use NPS , including Hubspot , Airbnb and JetBlue Airlines.

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NPS Customer Satisfaction Net Promoter Score 2003 177

Myra Golden

AUGUST 31, 2016

Making an apology to customers after things go wrong is positively related to satisfaction with the recovery. When a service employee apologizes to a customer, she conveys politeness, courtesy, concern, effort, and empathy. Take a look at this outright apology from JetBlue Airlines after a major service mishap.

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Airlines Customer Confidence Customers Customer Satisfaction 60

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

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Airlines Net Promoter Score Transportation CEM 132

MyCustomer

APRIL 16, 2019

Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. Customer Experience Rockstar. 16th Apr 2019. James Dodkins.

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2019 Customer Experience Customers 42

CCO Council

MAY 13, 2014

Customer executives are regularly challenged to prove the value of their initiatives. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors. Expected change in customer value is another valuable means of demonstrating ROI.

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Customer Centricity ROI Measurement Chief Customer Officer 85

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy. Consider this seriously.

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Roadmap Customer Experience Airlines Travel 138

Kayako

FEBRUARY 11, 2016

Businesses are defined by what their customers say about them. And as social media platforms like Twitter and Facebook have risen up to the mainstream, and mobile internet and smartphone usage has boomed, customers have become much more connected. What is the connected customer? Word of mouth and the connected customer.

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Connections Social Media Airlines Customer Expectations 51

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. and “Trays.

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Airlines 2015 Magazine 2014 73

ProProfs Chat

FEBRUARY 5, 2020

What is the most dreadful thing during customer interactions? Being in a situation where you have to say No to the customer- Isn’t it? . There are times, and really often too, that a customer comes to you with a request that is just not possible for you to fulfill. If the customer is adamant, what then? Let’s find out!

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Social Media Customers Definition Brands 93

Customer Bliss

SEPTEMBER 7, 2017

Mattress Mack is obviously a small business (only two locations), but even without enterprise-level resources, they did the right thing both (a) for society and (b) in the interest of potential customers of the neighborhood. JetBlue: Ahead of Irma, JetBlue has capped flights out of Florida at $99.

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Airlines Fashion Government Brands 434

Customers That Stick

SEPTEMBER 25, 2014

Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? I found it helpful to always be upfront but courteous when sharing information with a customer. Recently, I was flying back to Chicago from New York on JetBlue.

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Banking Customer Experience Sports Social Media 133

Interactions

MARCH 19, 2020

Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. . Let’s consider the travel and hospitality industry, where customer experience is a key competitive differentiator. Consider the following as part of your new, short-term customer journey: .

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Customer Service Contact Center Travel Airlines 96

Forrester

JULY 2, 2015

This year, I hope they will also come back inspired with new ideas for improving the federal customer experience (CX). To help them find that inspiration, I've put together this list of travel tips: 1) Fly JetBlue. JetBlue was the highest-rated airline in Forrester's CX Index. They hope to return refreshed and re-energized.

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Airlines Customer Experience Government Omnichannel 84

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. I knew these customers would leave my client when the competition had a good enough offer. After all, don’t loyal customers bring you repeat business?

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Loyalty Rewards Programs Loyalty Programs Airlines 88

Win the Customer

JUNE 5, 2017

But it takes more than a telecommute policy to successfully manage a thriving remote customer service team. Empower your representatives with the right tools and processes from the start to transform their role into proactive customer service agents. Create customer service guidelines. Here’s how to get started. Meet virtually.

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Customer Service Call Recording Mobile Customer Service Call Center 88

SurveyGizmo

JANUARY 4, 2023

Acquisition expands Alchemer’s ability to help brands close the loop with their customers. Founded in 2006, Alchemer helps businesses collect, analyze, and leverage customer and employee feedback to proactively drive better engagement, retention, and user experience. LOUISVILLE, Colo.

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Feedback Marketing 2006 2023 52

Beyond Philosophy

JULY 10, 2017

brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience. Whatever technology the retailer uses, it is invisible to customers. Throughout Europe and the U.S.,

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Retail Travel Books Airlines 125

CSM Magazine

APRIL 3, 2018

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Southwest has earned the highest score for airlines every year since the Ratings began in 2011, with the exception of 2015 when JetBlue came in first. JetBlue Airlines: 70%. Alaska Airlines: 74%.

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Airlines Customer Experience Wireless 2018 40