ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers. by GISuser.

2020 156

2020 Article Customer Service Airlines 156

Experience Investigators by 360Connext

MAY 16, 2023

While we don’t have a magic solution, we do have the power to predict more, prevent pain, and proactively create positive moments along the customer’s journey. There are ways to be proactive in customer experience that apply to almost every journey. This proactive, customer-focused approach made me a loyal customer.

Airlines 143

Airlines Feedback 2023 Customer Service Representative 143

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? My Comment: Many of us know what is like to deal with the airlines when there are weather delays, mechanical issues and cancelled flights.

Article 78

Article 2018 Airlines Customer Service 78

Beyond Philosophy

JULY 30, 2015

Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. Designing A Customer-Focused Process.

Customer Experience 159

Customer Experience Hotels Airlines Customers 159

ijgolding

JULY 19, 2016

Although I do not intentionally seek out experiences that fail to meet my expectations, on the occasion where I have an experience that really ‘irks’ me in some way, I feel that it is necessary to let the person ultimately accountable for Customer Experience understand my pain (metaphorically speaking of course!).

Customer Focused 75

Customer Focused Customer Centricity Airlines 2012 75

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

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

ShepHyken

APRIL 17, 2017

Bestselling author and business expert, Joseph Michelli, shares five important basics that you must consider if you want those sought-after customer referrals. How to Drive Customer Loyalty Among Millennials by Timi Garai. Emarsys) Loyalty needs to be fun. A repeat customer may not be a loyal customer.

2017 79

2017 Article Social Media Customer Service 79

Beyond Philosophy

AUGUST 27, 2015

Ryanair has an airline that’s giving it a run for its money—on being the worst airline ever! CNN reported that the IATA has no such request and that the airline is not required to provide this information to them. If airlines need to introduce more obnoxious policies to make money why not add fees for bad flight behavior?

Airlines 108

Airlines 2012 Transportation Books 108

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. But, what about when it comes to customer service?

Airlines 97

Airlines Hotels Loyalty Programs Loyalty 97

ShepHyken

MAY 22, 2017

was at the heart of driving employee loyalty and retention. My Comment: If you want to keep your best employees and have them engage with your customers, then maybe you need to give them a little CRAP! My Comment: Technology is changing the way we deliver customer service and support. For information contact or www.hyken.com.

2017 82

2017 Article Customer Service Airlines 82

ShepHyken

OCTOBER 12, 2020

Each week I read a number of customer service and customer experience articles from various resources. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. The author includes five customer loyalty strategies, the first one being empathy. by Sampson Lee.

Article 79

Article 2020 Customer Service Loyalty 79

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. Customer Retention Made Easy by Samir Palnitkar.

Article 82

Article 2018 Customer Service Airlines 82

ShepHyken

JUNE 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. Here are my top five picks from last week.

Article 83

Article 2018 Customer Service Airlines 83

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

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. My Comment: I’ve always preached that there are two types of loyalty programs. The concept is simple.

Article 76

Article 2020 Customer Service E Commerce 76

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ijgolding

OCTOBER 19, 2015

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Wow – Alan exemplifies the power of people in delivering great Customer Experiences.

Customer Experience 78

Customer Experience Airlines Customer Centricity Customers 78

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron.

Article 71

Article 2019 Customer Service Airlines 71

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

West Monroe

JUNE 8, 2018

Water recognizes the need to move from an engineering-centric to a customer focused organization by implementing a flexible cloud-based customer information platform. Most of the retailers focus on customer acquisition and retention strategies. Customer acquisition seemed gimmicky (i.e.,

Loyalty 40

Loyalty Retail 2018 Airlines 40

ShepHyken

JANUARY 30, 2017

My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. Keep these in mind the next time a customer service crisis occurs. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk.

2017 81

2017 Article Customer Service Airlines 81

CSM Magazine

JUNE 21, 2018

Fatal flaws in customer experience (CX) foretell the demise of many companies. These and other widely available studies demonstrate the power of a superb customer experience: According to Harvard Business Review’s Employ­ee-Customer-Profit Chain, a 1.3% Which of these CX flaws sidetrack your company?

Customer Experience 40

Customer Experience Net Promoter Score Airlines Leadership 40

Zeisler Consulting

JANUARY 25, 2021

Okay… now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental; in fact, it’s a bedrock necessity if you’re going to provide a good Customer experience that you first ensure you are providing a good employee experience. For example, while I’m sure Zappos!

Airlines 93

Airlines Culture Employee Experience Customers 93

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

SurveySensum

FEBRUARY 20, 2024

Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs. Optimize your Customer Journey The customer journey includes multiple touchpoints and interactions that can be optimized to improve the journey and customer experience.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

Track key CX metrics such as CSAT score, NPS , and customer retention rates to gauge how well you’re fulfilling customer needs. Optimize your Customer Journey The customer journey includes multiple touchpoints and interactions that can be optimized to improve the journey and customer experience.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

ShepHyken

MAY 15, 2017

A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . Follow on Twitter: @Hyken.

2017 69

2017 Article Customer Service Airlines 69

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

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

While this article focuses on retailers competing against Amazon, it is a lesson for any type of business in any industry. Customer Experience is the New Marketing and Customer Experiences are the New Brand by Brian Solis. 7 Tips to Turn First Time Shoppers Into Repeat Customers by Richard Shapiro.

2017 83

2017 Article Customer Service Social Media 83

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. into company routines.

Culture 114

Culture Customer Service Leadership Airlines 114

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. When United refused to fix or replace the broken guitar, Carroll wrote a song about the experience (as any good musician might do), turned it into a video, and posted it on YouTube for all the world to see.

Social Media 87

Social Media Customer Service Marketing Airlines 87

SurveySparrow

SEPTEMBER 20, 2022

“Make sure every single employee in your company knows precisely what value your customers are seeking and how he or she can impact it.”. When the goal is to keep your customers happy, ensure you pass the message to your employees. Train them in such a way that they know that all decisions will be customer-focused.

Customer Success 52

Customer Success Airlines Net Promoter Score Advertising 52

ijgolding

SEPTEMBER 18, 2014

I must point out that I do not know Brian, but feel that the story is so compelling, that many should read it to understand the consequences of failing to be empathetic towards customers. These words were posted on Irish airline Aer Lingus’s Facebook page on the 17th September (2 days ago): It unfortunately has had to come to this.

Airlines 84

Airlines Travel Social Media Definition 84

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. What drives a positive experience is applicable to any industry. So let me guide you through my latest customer experiences.

2018 90

2018 Article Customer Service Wireless 90

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. Here are my top five picks from last week.

2016 121

2016 Article Customer Journey Mapping Customer Service 121