ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult. Shep Hyken.

Blog 85

Blog Airlines Social Media Communication 85

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.

Airlines 92

Airlines Travel Transportation Customer Centricity 92

Beyond Philosophy

JUNE 19, 2017

I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. As the New York Times recently reported , “Rich bonus packages for top executives are now largely tied to short-term income targets and fatter profit margins instead of customer service.” The checked baggage fees.

Airlines 129

Airlines Travel Books Consulting 129

Beyond Philosophy

AUGUST 14, 2017

These are negative emotions and they spell trouble for the overall customer experience. 5 Ways Airports are Changing the Traveler Experience. Airports are pursuing a variety of strategies to reduce travelers’ negative emotions and improve their subconscious and emotional experience. What United Should Have Done.

Airlines 0

Airlines Travel Books Consulting 0

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. The second incident occurred on an American Airlines flight on its way to Europe. The airlines are not blameless in this either.

Airlines 134

Airlines CEM Books Consulting 134

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

West Monroe

MAY 3, 2017

As the 24/7 news cycle turns away from the recent United Airlines issue everyone is probably sick of discussing, a new topic is beginning to permeate the back-page headlines. The regulation of customer service in the airline industry. However, there are some key differences between the airlines and utilities.

Airlines 40

Airlines Travel Government Consumers 40

Beyond Philosophy

MAY 10, 2017

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. Can I be loyal to American, United and Delta? And it makes you wonder, why do we call them “loyalty” programs if they don’t make customers loyal?

Loyalty 137

Loyalty Loyalty Programs Airlines 2012 137

Customer Bliss

APRIL 20, 2017

I realize everyone and their mother and their mother’s dog walker has weighed in on the United incident by now, but people have been prodding me for my formal response. It’s a blog post explaining one angle I think is under-discussed, which is the impact on employees of a brand when an incident like this occurs.

Social Media 129

Social Media Airlines Financial Leadership 129

Beyond Philosophy

JANUARY 18, 2016

Ever blown it with a Customer? Here are 8 big mistakes with Customer Experience that we hope brands learned from: “It’s not the pants, it’s your body type” excuse from Lululemon. The flight attendant on Jetstar Airways, an Australian budget airline, asked the woman how many weeks she was gesturing at her midsection.

Airlines 109

Airlines Entertainment Banking Hotels 109

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.

Airlines 40

Airlines Travel Transportation Customer Centricity 40

West Monroe

APRIL 14, 2017

Tough decisions can be a drag, and the wrong one can cost you– just ask United Airlines. On April 10, 2017, United Airlines needed to remove four passengers from the plane to accommodate crew members needed on another flight. To do so, they chose Option “C” (also known as “Customer Re-accommodation”).

Airlines 40

Airlines Transportation Hospitality Social Media 40

Beyond Philosophy

DECEMBER 15, 2022

So, let’s say we have a story we want customers to hear. American Giant knew it was a natural fit ( #punny ) because many of its target customers were interested in technology. Another example of “going viral” is the country song “United Breaks Guitars.” So, he wrote a song about his experience.

Social Media 78

Social Media Magazine Entertainment Airlines 78

CustomerGauge

OCTOBER 2, 2017

This year, we learned a lot about how vital customer experience has become in competitive economies. The good news is that PR disasters like United Airlines’ passenger service and Equifax’s 143 million post-hacking slip-ups can only help us improve for the future (if we’re smart) and learn […].

2017 72

2017 Customer Experience Airlines Customers 72

ijgolding

FEBRUARY 9, 2017

We like to talk about what good customer service (CS) can do for a business, but what about at the other end of the spectrum? Can it knock your customers’ belief in your brand? With so many customers actively sharing their bad experiences of businesses, the chance of it possibly reaching a larger audience is growing too.

Customer Service 52

Customer Service Airlines Fashion Sports 52

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Brands Airlines 74

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. The second incident occurred on an American Airlines flight on its way to Europe. The airlines are not blameless in this either.

Airlines 60

Airlines Books Events Blog 60

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. The second incident occurred on an American Airlines flight on its way to Europe. The airlines are not blameless in this either.

Airlines 60

Airlines Books Events Blog 60

inmoment

AUGUST 27, 2020

Delivering promises is one of the most important things a brand must do for its customers. Keeping commitments is much easier said than done, but customer loyalty lives and dies by companies’ ability to follow through. Know Your Customer. Brands should always evaluate the promises they make through a customer’s lens.

Brands 52

Brands Airlines Loyalty Reference 52

Service Untitled

JUNE 11, 2010

Service Untitled The blog about customer service and the customer service experience. And Erika is not alone since more than half of Americans have a summer trip planned, and the airlines hope to capitalize by the flurry of travelers. Their overall score increased by 26 points.

Airlines 41

Airlines Customer Satisfaction Blog 2010 41

ijgolding

NOVEMBER 28, 2014

In 2008, Dave Carroll’s guitar was broken by United Airlines. A huge public relations embarrassment for United, their share price suffered significantly immediately after the song went viral. They know a bit about the world of Customer Experience!

2012 127

2012 Social Media 2014 Airlines 127

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Happy customers tell an average of 6.

Social Media 87

Social Media Customer Service Marketing Airlines 87

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? And, we’re seeing a new term for the branch experience: ‘shadow banking’. They are looking to improve their branch models as customer behaviors, and needs, change. Are they both? Are they neither?

Banking 124

Banking Customer Relationships Financial Magazine 124

Chadwick Martin Bailey

MARCH 4, 2020

Critical user reviews tend to come from customers feeling negative high activation emotions (e.g., anger, frustration or disgust) because they want to funnel that energy into something —like calling customer service, lodging a complaint, quitting the brand, or venting their feelings in other ways. Just ask United Airlines.).

Social Media 97

Social Media Financial 2006 Airlines 97

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Customer loyalty programs are especially popular among retailers.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Comm100

JUNE 13, 2018

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. made an excellent point about churn and the importance of customer service. Have a H.E.A.R.T.

2018 41

2018 Article Customer Service Airlines 41

Helpware

AUGUST 7, 2018

When you have received excellent customer service, you know it. Here are some lovely customer service stories bound to put a smile on your face and maybe even a tear in your eye. Delta Airlines has taken to handing out pies when they are delayed in getting their customers to the skies. Pizza Party on the Tarmac.

Customer Service 41

Customer Service Airlines Social Media Banking 41

BirdEye

APRIL 5, 2023

In this blog post, we’ll share 150 business name ideas to help you hit the ground running. Here are seven tips to keep in mind so that you come up with a name you’re proud of and that helps you attract customers. Avoid complicated words or funky spellings that will leave your customers confused and scratching their heads.

Government 98

Government Social Media Consulting Brands 98

Service Untitled

APRIL 8, 2010

Service Untitled The blog about customer service and the customer service experience. Everyone puts their best attitude forward when interviewing for a position, but during the training period and internship, we can use the opportunities to observe and evaluate each new customer service agent.

Customer Focused 41

Customer Focused Blog Customer Service Representative 2010 41

Qualtrics

JULY 18, 2019

Collecting feedback from customers and employees is more important now than ever before. And, as we shared in this recent blog post, there are more ways than ever before to do it. But there’s an important follow-on step: close the loop with customers. What does it mean to “close the loop” with customers? Use technology.

Feedback 49

Feedback Government Magazine Airlines 49

Service Untitled

DECEMBER 12, 2011

It’s certain to be an experience any traveler will remember for years to come. In the online blog The Middle Seat , Scott McCartney writes about Andrew Tregonning and his wife’s experience covering the joys of an airport. Airlines snow storm or snow job? That’s a substantial difference.

Customer Service 52

Customer Service Travel Airlines 2009 52

BirdEye

OCTOBER 6, 2023

We will break down how to measure reputation risk, strategies for identifying vulnerabilities, and what you can do to protect your reputation in this blog. Customers, partners, investors, and the public shape how they feel about a company and its services. Within days, United’s stock price dropped by about $1 billion.

Social Media 57

Social Media Airlines 2009 Financial 57

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

Comm100

NOVEMBER 27, 2017

Still, customers don’t respond to a non-apology the same way they do a sincere one. Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too. . They called me day and night when they felt the need to.”)

Social Media 120

Social Media Brands Advertising Transportation 120

Grade.us

JULY 5, 2017

Customers can be tough. These customers pick at your support staff, slowly wearing them down. They experience abuse on a regular basis. Customers approach from a neutral place of need and occasionally a negative place of unhappiness and dissatisfaction. We all know what a horrible customer service experience looks like.

Reference 38

Reference Airlines Hospitality Banking 38

ProProfs Chat

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today.

E Commerce 106

E Commerce Customer Experience Marketing Social Media 106

CX Accelerator

APRIL 30, 2018

Companies these days are fixated on Customer Experience. It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. After all, with long hours, demanding customers and complicated systems…how could things go wrong? ??

Call Center 140

Call Center Customer Journey Mapping Airlines Hospitality 140