ShepHyken

DECEMBER 21, 2020

My Comment: But, are you doing a good job in those (and other areas) of the customer experience? COVID-19 has significantly accelerated service transformation by Vala Afshar. My Comment: Vala Afshar is back with more information on the Salesforce 2020 State of Service report. Airline Customer Service Improved In 2020.

2020 156

2020 Article Customer Service Airlines 156

ShepHyken

JUNE 20, 2023

territories, such as Puerto Rico. From these stories – and there are plenty more just like them – here are a few lessons we can take away: Customer Service Training: Many problems can be avoided with good customer service training. mainland and U.S. Connect with Shep on LinkedIn.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride.

Article 78

Article 2018 Airlines Customer Service 78

ShepHyken

JULY 30, 2018

The answers given are insightful and may prove useful if you’re looking to revamp your company’s customer engagement in the near future. My Comment: How do you deliver a better customer experience? Why is customer service training so important? by Flow XO. Follow on Twitter: @Hyken.

2018 78

2018 Article Customer Service Customer Service Training 78

ShepHyken

MARCH 26, 2018

Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines. How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy.

Article 86

Article 2018 Airlines Customer Service 86

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Here are a few ideas on how to retain those happy customers. Customer Experience by Tom Fishburne.

Article 82

Article 2018 Customer Service Airlines 82

ShepHyken

MAY 22, 2017

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! Companies must learn to strike a balance between technology and human-to-human if they want to maintain an emotional connection with their customers. Follow on Twitter: @Hyken.

2017 82

2017 Article Customer Service Airlines 82

ShepHyken

MAY 31, 2017

I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. He stood out, compared to many of his co-workers, as a person willing to do anything within his power to take care of his customers. It happened to be Mother’s Day on his flight from Columbus to Chicago.

Airlines 83

Airlines 2008 Customer Focused Customer Service Training 83

ShepHyken

JUNE 4, 2018

The concepts of “delight” or “ going above-and-beyond” are reserved for specific opportunities, such as a special occasion or a service failure. Most of the time, service should be friendly and engaging. How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C.

Article 76

Article 2018 Customer Service Airlines 76

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! Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. And, who doesn’t want that!

2017 69

2017 Article Customer Service Airlines 69

Win the Customer

NOVEMBER 14, 2016

Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. Smart brands have embraced the concept of social customer service and know that it makes sense to engage with their customers, right there on social media.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Stella Connect

MARCH 30, 2022

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and reward top performance, but many of them lack a complete rewards program. What types of rewards will you give?

Rewards Programs 52

Rewards Programs Call Center Contact Center Culture 52

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. Scientific data validate the importance and power of social media customer service. So, I went on Twitter and direct messaged American Airlines that I was going to miss the flight.

Social Media 87

Social Media Customer Service Marketing Airlines 87

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. For information contact or www.hyken.com.

2016 121

2016 Article Customer Journey Mapping Customer Service 121

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

SurveySparrow

OCTOBER 1, 2023

High-touch services in the airline industry mean you get access to dedicated check-in counters, where there are no long lines. You breeze through security checks, and once onboard, you enjoy exclusive in-flight services that make your journey truly special. What is High Touch Customer Experience?

Customer Service 52

Customer Service Customer Experience Customers Travel 52

Myra Golden

MARCH 19, 2017

I was trying to check in for my American Airlines flight on my phone. For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team. Golden, this is a system error.

Workshop 86

Workshop Airlines Customer Service Training Customers 86

Customer Guru

APRIL 10, 2018

He has initiated a voluntary training program called MYPSR – Give Time, Get Happiness, for those individuals who cannot afford such trainings nor are sent by their companies. Having designed roadmaps in CX, I was slowly making the maintenance team realize that there was a customer beyond the elevators.

Consulting 110

Consulting Customer Service Customer Centricity Travel 110

Myra Golden

NOVEMBER 14, 2017

I was trying to check in for my American Airlines flight on my phone. Telephone Skills eLearning to Help Your Employees Speak with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Progress Reports, Quizzes and SCORM option. . I was able to get one boarding pass, but not the other.

Airlines 51

Airlines Workshop Customers Customer Service 51

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Stella Connect

MARCH 12, 2018

Employee engagement is one of the biggest drivers of customer service quality and employee retention. Most customer service leaders know it’s important (critical, even) to recognize and reward service excellence. We hear this in our own conversations with customer service leaders.

Rewards Programs 40

Rewards Programs Call Center Contact Center Culture 40

Storyminers

JULY 6, 2020

She’s got more than 25 years of experience (both client-side and vendor side) helping companies understand their employees and customers and identify what drives retention, satisfaction, engagement, and the overall experience – so that employees, customers, and businesses reap the benefits and achieve their desired outcomes.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

JANUARY 27, 2020

(CustomerThink) Biometrics are transforming the way we interact and engage with our customers. The airline didn’t need to see my boarding pass. Plenty of ideas on how to create employee satisfaction, employee engagement and the positive impact it has on the company and its customers. Follow on Twitter: @Hyken.

2020 26

2020 Article Customer Service Customer Retention 26

ShepHyken

AUGUST 26, 2016

BUSTED – While having specific policies established to address customer needs is a good start, empowering your employees to make decision is crucial in providing exemplary service. Emphasize philosophy over specific tactics when engaging customers, getting to know their needs.

Blog 0

Blog Customer Service Communication Customers 0

ShepHyken

MARCH 8, 2021

My Comment: The beginning of a good customer service and experience strategy starts on the inside with the company’s culture. Happier employees will mean happier customers. Singapore Airlines Opens a Customer-Service School for Businesses by Katie Deighton. Follow on Twitter: @Hyken.

2021 140

2021 Article Customer Service Airlines 140