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

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 84

Article 2021 Customer Service Airlines 84

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

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 96

2017 Article Customer Service Airlines 96

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 123

Banking Airlines Advertising Customer Service Training 123

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 76

Article 2020 Customer Service E Commerce 76

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

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 70

Airlines Virtual Agent Omnichannel 2010 70

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 115

Culture Customer Service Leadership Airlines 115

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

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 78

Article 2020 Customer Service Loyalty 78

Service Untitled

APRIL 8, 2010

Service Untitled The blog about customer service and the customer service experience. Customer focus development Customer focus is more than just adding directions to your. Is customer service commensurate with price in real estate sales? Untitled gives tips for helping customer focus with the right attitude.

Customer Focused 41

Customer Focused Blog Customer Service Representative 2010 41

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

2016 78

2016 Article Customer Service Loyalty Programs 78

ijgolding

OCTOBER 19, 2015

I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other. At the centre of the chaos was a human – not an employee of SAS – the airline who had caused the problem was nowhere to be seen.

Customer Experience 78

Customer Experience Airlines Customer Centricity Customers 78

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. Why Should You Adopt a Proactive Customer Service Approach? .

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

Beyond Philosophy

NOVEMBER 26, 2015

As I have written before, hubris can be a deadly fault for a brand. Bad profits are when a provider of a good or service looks for ways to generate more profit from their Customers by finding new ways to charge more. Airlines have been culprits for finding bad profits. Bad profits are not Customer-focused.

Hotels 60

Hotels Airlines 2013 Consulting 60

SurveySparrow

OCTOBER 13, 2023

Prioritizing Changes: Based on customer feedback, a restaurant may prioritize menu enhancements over interior decor changes if menu dissatisfaction is a recurring issue. Understanding Customer Needs Feedback loops enable businesses to comprehend the precise needs and desires of their customers.

Feedback 52

Feedback E Commerce Social Media E-support 52

NICE inContact

SEPTEMBER 4, 2019

So much of the conversation surrounding customer service and customer experience is focused on the customer that at times we forget about the necessity of taking good care of customer service agents. What agents really need is a digital customer service solution that’s fast and easy to use.

Customer Service 54

Customer Service Contact Center Omnichannel Airlines 54

Beyond Philosophy

JULY 5, 2016

More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept. To understand customers, the enterprise needs to think in human, emotional terms. Create a customer-centric human culture and set of processes.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

CSM Magazine

JULY 3, 2017

A phone call from entrepreneur and customer service guru Kym Illman to his airline carrier recently ended in him providing the unwitting call centre staff member with some on-the-spot training in phone skills. Messages On Hold and Canity Head, Kym Illman. I remain stunned that so many managers just don’t seem to care,” he says.

Airlines 73

Airlines Social Media Download Customer Service 73