ShepHyken

MARCH 6, 2019

On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection. I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. Then I started to think.

Airlines 114

Airlines Customer Service Training Travel Training 114

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. You also need to engage with real customers in the market.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. You also need to engage with real customers in the market.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

ShepHyken

MAY 16, 2022

Be a ‘Method Customer’ to Improve Customer Experience by Justin Racine. CMSWire) Brands spend exorbitant amounts of dollars, resources and time to connect with their customer base to understand them better. Power 2022 North America Airline Satisfaction Study. What makes a consumer tick?

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

ShepHyken

JUNE 20, 2023

There is the soft-skill side of customer service, being friendly and empathetic. That makes me wonder, how can someone in the airline industry not understand the requirements for different countries – or at least know where to go to get the correct information? Connect with Shep on LinkedIn.

Customer Service 68

Customer Service Customer Service Training Travel Entertainment 68

Oracle

AUGUST 26, 2020

Foster a connected employee culture. Culture is the backbone of great service, and it pervades every experience your agents have with customers. ” Try adopting reoccurring check-ins with your team, and explore adopting video conferencing or messaging tools to stay connected.

Exceptional Customer Service 99

Exceptional Customer Service Self Service Customer Service Knowledge Base 99

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Even the CEO is known to take customer service calls every once in a while – talk about customer centricity!

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Second to None

MARCH 30, 2018

Here are three fundamental tools for building a superior customer-service strategy. I recently had a meeting with a marketing executive from an airline. But it’s their customers—their very pissed-off customers—who are doing the marketing for them. Think beyond marketing.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

SurveySparrow

OCTOBER 1, 2023

High-touch customer service, often referred to as “white glove” service, is a customer-centric approach that goes above and beyond to meet and exceed customer expectations. “High-touch” is a way of doing customer service where the main goal is to make customers feel really special.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Comm100

OCTOBER 17, 2017

Connect with the People You Serve. This isn’t exactly a great connection. By practicing effective social media customer service, you will be able to connect with your customers, and show them that their voices matter. Hearing from your customers is an indispensable part of growing a successful business.

Social Media 130

Social Media Customer Service Customer Care Feedback 130

Comm100

JANUARY 14, 2016

In order to stay on top as an industry-leader, it is more important than ever that businesses recognize upcoming consumer service trends, and understand how to update their customer service strategies accordingly. In fact, customers will demand it. Airlines have been providing this type of help for many years now.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Storyminers

JULY 6, 2020

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Kate Leggett.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Kate Leggett.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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. My Comment: I believe that content marketing is a good customer service strategy.

Customer Service 13

Customer Service Self Service Retail Airlines 13

Tricia Morris

JANUARY 29, 2016

To embrace customer engagement principles, organizations must continue to offer strong process and policy needed to respond to customers, but must augment this approach by adding proactive and personalized options that a customer may not even know about to enrich their connection with the organization.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40

Comm100

FEBRUARY 22, 2018

For example, let’s say you’re using a fictional airline’s Chatbot, AirMaria. First, AirMaria might ask you what you want to do: book a flight, check an existing reservation, check arrival times, or check airline policies. Your bot’s tone of voice may vary depending on how old your user is, and how they are connecting with the bot.

Chatbots 117

Chatbots Customer Journeys Knowledge Base How To 117

Comm100

FEBRUARY 22, 2018

For example, let’s say you’re using a fictional airline’s Chatbot, AirMaria. First, AirMaria might ask you what you want to do: book a flight, check an existing reservation, check arrival times, or check airline policies. Your bot’s tone of voice may vary depending on how old your user is, and how they are connecting with the bot.

Chatbots 102

Chatbots Customer Journeys Knowledge Base How To 102

Kustomer

AUGUST 6, 2020

In other words, make sure that outsourced individuals connect with your company and feel like they’re a part of the team. How companies B2C and B2B look at customer service differently. How should you be thinking about your outsourced customer service strategy? The airlines, the big banks, right?

Customer Service 52

Customer Service B2C B2B Training 52