ShepHyken

JUNE 20, 2023

The family eventually walked over to the JetBlue ticket counter, where they were told what they already knew: passports are not required to travel between the U.S. There is the soft-skill side of customer service, being friendly and empathetic. First, it shows empathy and care for the customer and the situation.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

Retently

MARCH 23, 2023

You can also learn a surprising amount of tactics and strategies by studying the opposite end of the scale – the world’s least successful companies, from a churn perspective – to compare their common weaknesses and find out what makes their customers so unlikely to recommend them to their peers.

Net Promoter Score 113

Net Promoter Score NPS Insurance Airlines 113

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Bot platforms had informal interactions over the platform with customers.

Social Media 166

Social Media Call Center 2016 Multi-Channel 166

Qualtrics

JULY 28, 2016

Finding out what your customers are feeling is pivotal for knowing what decisions to make. JetBlue has used conjoint analysis and maxdiff to understand how their customers are feeling and has used that information to build a world-class customer experience program. This holds true in business. About Conjoint Analysis.

Webinar 22

Webinar 2016 Presentation Consulting 22

Kayako

DECEMBER 8, 2016

5: Is it too late to win the customer back? What you can do to rectify bad customer service. We wanted to test word of mouth marketing to see if it could be used to rectify a customer’s bad experience. At Kayako, we help our customers get better at customer service. Intro: Word of mouth marketing. 3: The results.

Consumers 116

Consumers Customer Service Poor Customer Service Airlines 116

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement. They aren’t the typical conditions under which the company does business.

Customer Experience 120

Customer Experience Hotels Banking Airlines 120

QuestionPro Audience

JANUARY 3, 2018

Mobile technology creates a completely different experience at the airport, for both the customer and airline. A good mobile app adds to the customer experience, and creates brand loyalty. Airlines are looking to extend the customer experience in 2018.

Travel 117

Travel 2018 Airlines Books 117

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 116

Social Media Brands Advertising Transportation 116

Alida

JANUARY 29, 2018

An angry customer is still a customer—until they’re not. That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Twitter provides an easy way for disgruntled customers to call out a brand that’s let them down.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Kerry Bodine

MARCH 18, 2020

You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and. Build customer loyalty that will ensure the long-term viability of your business. Support at-risk customers.

Customer Experience 116

Customer Experience Airlines Insurance Travel 116

CSM Magazine

JUNE 21, 2018

Cindy Solomon reveals the secrets of amazing customer service – and how you can provide the same “Wow!” Every time I fly JetBlue Mint, I’m reminded that great service is possible, even in an industry as hated-on as the airlines. What JetBlue is doing to wow me isn’t rocket science (or even plane science).

Customer Service 58

Customer Service Airlines Workshop Travel 58

Myra Golden

AUGUST 31, 2016

Making an apology to customers after things go wrong is positively related to satisfaction with the recovery. When a service employee apologizes to a customer, she conveys politeness, courtesy, concern, effort, and empathy. Take a look at this outright apology from JetBlue Airlines after a major service mishap.

Airlines 60

Airlines Customer Confidence Customers Customer Satisfaction 60

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

MyCustomer

APRIL 16, 2019

Customer Experience Rockstar, James Dodkins, gives us his weekly round-up of the past seven day’s happenings in the wonderful world of. Customer Experience Rockstar. 16th Apr 2019. James Dodkins.

2019 42

2019 Customer Experience Customers 42

CCO Council

MAY 13, 2014

Customer executives are regularly challenged to prove the value of their initiatives. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors. Expected change in customer value is another valuable means of demonstrating ROI.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy. Consider this seriously.

Roadmap 140

Roadmap Customer Experience Airlines Travel 140

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. and “Trays.

Airlines 73

Airlines 2015 Magazine 2014 73

ProProfs Chat

FEBRUARY 5, 2020

What is the most dreadful thing during customer interactions? Being in a situation where you have to say No to the customer- Isn’t it? . There are times, and really often too, that a customer comes to you with a request that is just not possible for you to fulfill. If the customer is adamant, what then? Let’s find out!

Social Media 93

Social Media Customers Definition Brands 93

Customer Bliss

SEPTEMBER 7, 2017

Mattress Mack is obviously a small business (only two locations), but even without enterprise-level resources, they did the right thing both (a) for society and (b) in the interest of potential customers of the neighborhood. JetBlue: Ahead of Irma, JetBlue has capped flights out of Florida at $99.

Airlines 434

Airlines Fashion Government Brands 434

Customers That Stick

SEPTEMBER 25, 2014

Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? I found it helpful to always be upfront but courteous when sharing information with a customer. Recently, I was flying back to Chicago from New York on JetBlue.

Banking 133

Banking Customer Experience Sports Social Media 133

Interactions

MARCH 19, 2020

Businesses across industries are trying their best to keep their employees and customers calm, safe, and productive during these testing times. . Let’s consider the travel and hospitality industry, where customer experience is a key competitive differentiator. Consider the following as part of your new, short-term customer journey: .

Customer Service 96

Customer Service Contact Center Travel Airlines 96

Forrester

JULY 2, 2015

This year, I hope they will also come back inspired with new ideas for improving the federal customer experience (CX). To help them find that inspiration, I've put together this list of travel tips: 1) Fly JetBlue. JetBlue was the highest-rated airline in Forrester's CX Index. They hope to return refreshed and re-energized.

Airlines 84

Airlines Customer Experience Government Omnichannel 84

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. I knew these customers would leave my client when the competition had a good enough offer. After all, don’t loyal customers bring you repeat business?

Loyalty 89

Loyalty Rewards Programs Loyalty Programs Airlines 89

Beyond Philosophy

JULY 10, 2017

brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Spy Tech and the Customer Experience. Whatever technology the retailer uses, it is invisible to customers. Throughout Europe and the U.S.,

Retail 125

Retail Travel Books Airlines 125

CSM Magazine

APRIL 3, 2018

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Southwest has earned the highest score for airlines every year since the Ratings began in 2011, with the exception of 2015 when JetBlue came in first. JetBlue Airlines: 70%. Alaska Airlines: 74%.

Airlines 40

Airlines Customer Experience Wireless 2018 40

Experience Matters

OCTOBER 13, 2015

Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. Eight other firms more than 25 points above their peers: Chick-fil-A , TriCare , credit unions , JetBlue Airways , H-E-B , Wegmans , Amazon , and Apple.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Experience Matters

MAY 26, 2015

For the third straight year, USAA took the top spot in the 2015 Temkin Customer Service Ratings , which uses feedback from 10,000 U.S. consumers to rate the customer service of 278 organizations across 20 industries ( see.pdf with full list ). You can see all of the company data on the Temkin Ratings website. population.

2015 119

2015 Customer Service 2014 Airlines 119

Bold360

APRIL 27, 2017

As the winter slips away and the days start getting longer and warmer, your customers start thinking about summer. Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. engender loyalty!

Tourism 56

Tourism Travel Customer Service E-support 56

Talkdesk

SEPTEMBER 1, 2016

An outstanding customer service experience can leave an unforgettable impression. A company that consistently goes the extra mile for their customers leaves thousands of lasting impressions that create that company’s reputation. These companies stand out (and win awards) for having some of the best customer service around.

Customer Service 41

Customer Service 2013 Customer Centricity Airlines 41

Kerry Bodine

JULY 20, 2015

But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations by promising them a miserable experience and then hitting just above the low water mark. Instead, you need to align your customers’ expectations with the experience you can actually deliver. Never , JetBlue?

Airlines 83

Airlines Insurance Customer Expectations Customers 83

Uniphore

OCTOBER 7, 2021

It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. Here are impressive examples of superior customer service: 1. Sainsbury’s Gives a Young Customer Exactly What She Wants U.K.

Customer Service 45

Customer Service Airlines Insurance Hotels 45

Forrester's Customer Insights

AUGUST 3, 2020

I predicted that Southwest would recover in the CX Index due to the CX equity it has built with its customers. As it turned out, Southwest not only recovered, it set a new high score for the industry and passed JetBlue to take the top spot among airlines.

Airlines 39

Airlines 2019 2020 Customers 39

Oracle

DECEMBER 28, 2018

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. Watch more to learn real life examples of how two-way trust works from JetBlue and OVO: Prefer to read?

Airlines 45

Airlines 2016 2017 Banking 45

ClearAction

JANUARY 10, 2018

What is Customer Centricity DNA? What is customer-centricity DNA? Accordingly, customer-centricity DNA means your business is customer-centered in all that it does. Your business can develop customer-centricity DNA. Weave customer-centered thinking and doing in everything everyone does. Lynn Hunsaker.

Customer Centricity 91

Customer Centricity 2006 Customers Reference 91

Forrester

MAY 21, 2015

I spend a lot of time talking about the poor quality of federal customer experience (CX) and the effects it has on the public. I've already talked about how federal agencies averaged the lowest score in Forrester's CX Index. However, today I want to emphasize the national harm of bad private-sector CX.

Government 79

Government Customer Experience Consumers Customers 79

Kayako

MARCH 2, 2017

Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Customer needs and customer expectations are the two most confused aspects of customer service.

Customer Expectations 91

Customer Expectations Airlines Social Media Competitive Advantage 91

Experience Matters

NOVEMBER 18, 2015

USAA, JetBlue Airways, TriCare, credit unions, ACE Rent A Car, Apple, and Georgia Power have loyalty levels that most outperform their industry averages. At an industry level, supermarkets, fast food chains, and retailers inspire the highest loyalty levels.

2015 89

2015 Loyalty Download Insurance 89