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. Most of the time product and technical training are at the forefront of a company’s training.

2018 78

2018 Article Customer Service Customer Service Training 78

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

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

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. It’s hard to shake off a reputation for bad service that has been going on for years – although they do seem to be getting better. They expect good service.

Airlines 86

Airlines Government Customer Service Training Brands 86

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 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

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?

2017 96

2017 Article Customer Service Airlines 96

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

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

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

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

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

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

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

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

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

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.

Social Media 87

Social Media Customer Service Marketing Airlines 87

ShepHyken

MARCH 20, 2023

Last year Frontier Airlines discontinued the ability to contact customer support. Losing Customers Due to Lack of Relevance? by Wise Marketer Staff (The Wise Marketer) Today’s customers expect brands to recognize and anticipate their wants and needs and deliver value for the data they are sharing.

Article 12

Article Customer Service 2023 Customer Journey Mapping 12

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

ShepHyken

MARCH 8, 2021

They build brands. My Comment: Customer Experience (CX) is marketing. Singapore Airlines Opens a Customer-Service School for Businesses by Katie Deighton. My Comment: Want to learn customer service from the best? Introducing a newcome to the list, Singapore Airlines. It’s that simple.

2021 139

2021 Article Customer Service Hospitality 139

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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

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 124

2016 Article Airlines Customer Service 124

ShepHyken

AUGUST 22, 2022

My Comment: Marketing has traditionally been about getting customers to want to do business with a company or brand. The trend over the recent years has been to put customer experience under the responsibility of the CMO. The airline industry has been plagued with all kinds of problems that are not very passenger friendly.

2022 14

2022 Article Customer Service Hospitality 14