Beyond Philosophy

JANUARY 2, 2018

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. She immediately called Southwest’s customer service line at the airport. Southwest Airlines Agent Note. Michael Lowenstein, Ph.D.,

Airlines 111

Airlines Consulting Leadership Events 111

CSM Magazine

APRIL 8, 2021

Lots of executives talk about their focus on customer service. Over the decades I’ve been researching and speaking, it has become very clear to me that: The most successful organizations in the world—business, government, and non-profit—keep customer service at the center of their work. I like to follow service leaders.

Customer Service 110

Customer Service Advertising Financial Books 110

CSM Magazine

JUNE 8, 2023

Excellent customer service is critical to the long-term success of any business. Companies boost their reputation and brand image and build loyalty by treating customers right. That gives companies with stellar customer service a serious competitive advantage. Some places simply do it better than others.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Airlines Travel 52

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. It must be part of the company’s culture. – Shep Hyken. For one bride-to-be, it certainly did.

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Blog Customer Service Airlines Culture 85

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week. It’s all about creating the right culture!

2016 124

2016 Article Airlines Customer Service 124

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability. Such things as….

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Airlines Travel Transportation Customer Centricity 92

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. Visual engagement has been proven to be a transformative medium for providing customer care.

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Customer Centricity Culture Technology 2018 104

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. Yes to low fares with nothing to hide.

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Airlines Travel Advertising Customer Service Training 159

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. You have no definition of what your culture is for the organization.

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Culture Customer Experience Customer Centricity Airlines 134

Experience Investigators by 360Connext

DECEMBER 14, 2021

That means that customers, employees and humans are dealing with anxieties and frustrations in ways that have led to some unfortunate or even dangerous situations. There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example.

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2022 Customer Experience Airlines Customer Journey Mapping 372

SurveySparrow

JUNE 20, 2023

One element stands out as a game-changer in the fast-paced corporate world where there is fierce competition and constantly changing customer expectations: the customer service experience. It’s the magic element that can turn a one-time customer into an avid advocate of the brand.

Customer Service 52

Customer Service Exceptional Customer Service E Commerce Airlines 52

ProProfs Chat

AUGUST 19, 2020

Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies.

Customer Service 105

Customer Service Net Promoter Score Airlines Touchpoint 105

ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. But, in the airline business, two minutes is a big deal. Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better.

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Airlines Workshop Customer Service Training Customer Service 85

Oracle

AUGUST 26, 2020

Service leaders considering moving their teams remote should specifically assess internal leadership, culture, and agent resources. Foster a connected employee culture. Culture is the backbone of great service, and it pervades every experience your agents have with customers.

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Exceptional Customer Service Customer Service Leadership Culture 99

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service. A quick – and fun – read.

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2016 Article Customer Journey Mapping Customer Service 121

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

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2017 Article Customer Service Airlines 97

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience.

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Article 2018 Customer Service 2019 103

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Here are a few ideas on how to retain those happy customers.

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Article 2018 Customer Service Airlines 82

ShepHyken

NOVEMBER 1, 2017

As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. I asked them what kind of customer service training they received from the companies they worked for. She was amazing.

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Customer Service Training Customer Service Airlines Retail 99

Experience Investigators by 360Connext

JANUARY 14, 2015

Are employees the answer to the customer experience question? Southwest Airlines, Zappos and Amazon were all the disruptors of their day, and they all focused on delivering exceptional customer service. I was recently challenged to defend this belief and here’s how I answered. But it starts earlier.

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Customer Experience Airlines Government Exceptional Customer Service 290

CSM Magazine

JUNE 1, 2018

In industries where companies depend on customer service excellence, success is driven by the right people, processes, and a cultural commitment to customer satisfaction. . One industry constantly flooded with inquiries is the airline sector. Few industries have more volume of customer service data than airlines.

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Customer Service Airlines Contact Center Average Handle Time 70

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.

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2015 Customer Experience Customer Journey Mapping Touchpoint 300

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service! Let’s make sure your customers do. What makes it high touch?

Customer Service 52

Customer Service Customer Experience Customers Travel 52

ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online resources. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. Fundera) Customer appreciation doesn’t have to be complicated or expensive. 7 Powerful Customer Service Phone Tips by Pascal van Opzeeland.

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2017 Article Customer Service Airlines 82

CSM Magazine

APRIL 17, 2023

This, in turn, will bring more business and leisure travelers, which can then prompt more airlines to operate in the area. The airports that live up to customer expectations, on the other hand, gain more loyal customers. After all, what may be acceptable to one group of people may not make the cut to others.

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Travel Customer Service Transportation Competitive Advantage 52

Up Your Service

AUGUST 8, 2018

Far from being a slave, the service provider is the most valuable person of all, because they are the source that is generating the value. SPEAKING.COM: There are various clichés tied to customer service. KAUFMAN: The first is, “The customer is always right” – something that we know is not true.

Culture 53

Culture Airlines Net Promoter Score Definition 53

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” She was the perfect frontliner for American Airlines – or for that matter, any type of business. . I knew better.

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Airlines Customer Service Training Presentation Engagement 129

Alida

JANUARY 29, 2018

Below are real-life examples of how brands have delivered excellent customer service to transform a negative customer interaction into a positive experience. Twitter provides an easy way for disgruntled customers to call out a brand that’s let them down. Take tweets seriously.

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Social Media Wireless Airlines Loyalty 133

Beyond Philosophy

AUGUST 11, 2022

She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Customer service is not going well these days, and many problems are out there. The deficit happened because people were not flying as much during the pandemic, so the airlines laid off the pilots.

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Airlines Net Promoter Score Culture Travel 146

ShepHyken

APRIL 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty.

Article 76

Article 2020 Customer Service E Commerce 76

ProProfs Chat

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today. Annually, U.S.

Customer Service 68

Customer Service Airlines Net Promoter Score Customer Retention 68

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. 10 Content Marketing and Customer Experience All-Stars by James A. FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers).

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2017 Article Customer Service Airlines 81

CSM Magazine

NOVEMBER 1, 2022

For example, 63% of people want to book airline tickets without talking to the airline. Organizations will need to understand what their customers want in a given situation to leave them with a positive experience. Brand-switching likely to increase in 2023 as consumer patience runs out.

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2023 Consumers Airlines Loyalty 98

Michelli Experience

APRIL 25, 2017

Here are a few examples: Frequent interactions that involve saying “no” to customers. Few businesses have as many rules (no strollers, “No you can’t get up and go to the bathroom yet”, “Turn off your cell phone”, “Stop playing your music without headphones”, “No your bag is too large to go overhead.”). Customers must yield control.

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Airlines Customer Experience Travel Retail 40

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service Training 52

Customer Service Training Customer Service Seminar E-support 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service Training 52

Customer Service Training Customer Service Seminar E-support 52

Up Your Service

AUGUST 8, 2018

Building a Service Culture, an interview with Ron Kaufman. Far from being a slave, the service provider is the most valuable person of all, because they are the source that is generating the value. SPEAKING.COM: There are various clichés tied to customer service. Which phrases do you find misleading and why?

Culture 40

Culture Airlines Net Promoter Score Definition 40