ShepHyken

APRIL 17, 2017

Sometimes you hit, as the author says, a “marketing jackpot.”. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray. The answer is no and yes and, this is a customer experience lesson for business leaders. The answer is no and yes and, this is a customer experience lesson for business leaders.

2017 79

2017 Article Social Media Customer Service 79

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. Follow on Twitter: @Hyken.

2017 81

2017 Article Customer Service Airlines 81

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

Win the Customer

NOVEMBER 14, 2016

However, most businesses focus on using social media only for marketing – and that shouldn’t be the case. So, how about putting marketing aside for a minute and being a little… social? By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. Conclusion.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ShepHyken

DECEMBER 3, 2018

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. The Mount Rushmore of Customer Service Leaders by John DiJulius. This is the way everyone should think.

Article 103

Article 2018 Customer Service 2019 103

ShepHyken

OCTOBER 12, 2020

During the COVID-19 pandemic, the concept of empathy has emerged as an important way to communicate with customers, and may very well turn out to be the business “word of the year.”. Four proven ways to foster stronger customer loyalty by Liem Viet Ngo. On the contrary, they are recognized for their poor service.

Article 79

Article 2020 Customer Service Loyalty 79

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

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

MARCH 7, 2022

So, when I read this article about handling belligerent customers from retail expert Bob Phibbs, I had to include it in this roundup. Bob shares his story about losing his temper with an airline employee who eventually fixed a problem in under a minute. How Customer Service Can Help You Improve Your Content Marketing by Ciara Byrne.

Article 13

Article 2022 Customer Service E Commerce 13

ShepHyken

JANUARY 27, 2020

My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world. Consider this: “Today’s consumers expect easy, valuable experiences that marketers in 2010 could scarcely imagine.” Biometrics – A new normal for customer experience by Sarah Amundsson.

2020 26

2020 Article Customer Service Customer Retention 26

Service Untitled

MARCH 12, 2010

It will be interesting to follow Toyota’s rise and fall; will they be able to regain their giant market share and their once stellar reputation as a car manufacturer that provided reliability, durability, and safety? Customer loyalty built on company focus I grew up in a very small town where we.

Blog 43

Blog Loyalty 2010 Airlines 43

ShepHyken

MARCH 8, 2021

Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. It is also impossible to ignore its importance to marketing. My Comment: Customer Experience (CX) is marketing. They build brands.

2021 140

2021 Article Customer Service Airlines 140

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

Storyminers

JULY 6, 2020

Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz. Barry Dalton.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Aimee has over 20 years of experience improving service delivery and transforming CX through people development and process improvement initiatives. Her areas of expertise include market research, program management, marketing, instructional design, and training. Annette Franz. Barry Dalton.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

MAY 1, 2017

Customer Experience is the New Marketing and Customer Experiences are the New Brand by Brian Solis. So when a several big brands in the beverage, transportation, banking and airline industries were suddenly in the global media hot seat, we had a laugh and productive conversations behind the scenes.

2017 83

2017 Article Customer Service Social Media 83

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. Read More: What is Market Segmentation : The Ultimate Guide 2.

Customer Service 52

Customer Service Customer Experience Customers Travel 52

ShepHyken

AUGUST 22, 2022

According to Salesforce’s latest State of Marketing report, 80% of marketers are now in charge of CX initiatives across the enterprise. My Comment: Marketing has traditionally been about getting customers to want to do business with a company or brand. How To Make Hospitality Customer Service Shine by Paul Savarino.

2022 14

2022 Article Customer Service Hospitality 14