CSM Magazine

JANUARY 16, 2023

As Frontier Airlines embarks on its first full year of a digital-only strategy, James O’Hare, MD of LINK Mobility , looks at whether it’s right for every business. . At the end of last year, Frontier Airlines announced it was moving to a digital-only customer service model. Delivering empathetic care can’t be done by a bot.

Chatbots 52

Chatbots Strategy Airlines Self Service 52

Currency Alliance

APRIL 15, 2024

This means that loyalty programs are now a more important channel for customer acquisition and retention than ever before. Customer frequency is partly determined by the nature of your business. But the truth is that consumers simply don’t need or want a different loyalty currency for every brand they shop.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Maru/HUB

JANUARY 22, 2018

Tellingly, the study showed that 86 percent of consumers are prepared to pay more for better customer experience. To conquer the Customer Experience battleground, each experience must be personalised. Generic emails and automated voices miss that true interaction between a customer and an organisation.

Customer Experience 79

Customer Experience B2C Airlines Study 79

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

ROI 45

ROI Social Media Airlines Customer Service 45

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. I asked him how his marketing campaigns were going.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

ShepHyken

JANUARY 18, 2019

Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole? Would you consider that a great customer experience? Would you ever use that airline again?

Customer Experience 95

Customer Experience Contact Center Airlines Average Handle Time 95

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. Social Proof.

Social Media 87

Social Media Self Service Customer Service Marketing 87

CSM Magazine

AUGUST 22, 2019

We all have at least one thing in common – we’re passionate about Customer care. The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Oracle

NOVEMBER 29, 2018

Dan and Joey begin their discussion by examining the book, Message Me , by Joshua March, CEO of Conversocial , one of the leading digital customer care platforms. According to March, direct messaging is going to become “the future of customer service.”

Customer Experience 45

Customer Experience Airlines Social Media Customer Care 45

Lithium

AUGUST 21, 2019

If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook. Think of social media monitoring as a brand’s customer support over social media. What is social media monitoring? Issues or complaints.

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook. Think of social media monitoring as a brand’s customer support over social media. What is social media monitoring? Issues or complaints.

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook. Think of social media monitoring as a brand’s customer support over social media. What is social media monitoring? Issues or complaints.

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook. Think of social media monitoring as a brand’s customer support over social media. What is social media monitoring? Issues or complaints.

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Think Customers

AUGUST 31, 2020

To keep customers loyal, brands need to be relevant. They must be able to track changes in consumer behavior and quickly act on those fluctuations. However, brands walk a fine line between coming across as superficial (see: the deluge of generic emails from brands assuring customers that ‘we’re here for you.’) versus authentic.

Loyalty 52

Loyalty Company Net Promoter Score Contact Center 52

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. What we have compiled here is a list of today’s industry-leading customer service examples. Source: Chipotle.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Natalie Petouhof

AUGUST 13, 2015

Operationalizing Social Customer Care on Twitter. One way to operationalize a brand’s ability to track and interact with Customer Service and Twitter is to consider Twitter’s new data and functionality to create improved and transformative customer service solutions for brands.

Customer Service 40

Customer Service Social Media Airlines Hotels 40

ShepHyken

OCTOBER 19, 2018

So, how is AI changing customer experience? There are two main angles that describe how AI improves CX for e-commerce companies, their end consumers, and own employees. Customers receive far deeper personalization that they were used before. I turned to a few of my colleagues to find out.

Customer Service 111

Customer Service e-support Chatbots Automotive 111

Win the Customer

FEBRUARY 26, 2016

This hub is the largest in South Korea, hosting terminals for most of the major airlines, including American, British Airway and Lufthansa. Because of platforms such as Facebook, Pinterest and YouTube, brands have opportunities that never existed before, allowing consumers to metaphorically look behind the curtain.

Omni-Channel 52

Omni-Channel Brands Company Social Media 52

Qualtrics

APRIL 22, 2020

Life as we knew it before COVID-19 will take time to return, and even when it does we’re likely to be in a ‘new normal’, as the crisis impacts consumer behaviors going forward. Food and beverage companies, cruise lines, airlines, and hotels are facing some unique challenges as people are forced to stay home. Hospitality.

Hospitality 29

Hospitality Retail Rewards Programs Analysis 29

Win the Customer

NOVEMBER 14, 2016

Think about it: why would a customer wait for weeks for an email response when they can tweet a brand and get an answer immediately? In the UK, more and more consumers are refusing to accept poor quality customer service. Let your customers rave. It’s also a great way to show others that your brand cares about them.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Michel Falcon Experience

MARCH 17, 2023

Now, what is it that your customers care about the most? Maybe somebody on your team pinpointed the three things in order of priority and importance to the customer. Maybe your three isn’t accurate with the actual reality of what your customers care about the most. Each industry is different.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

ProProfs Chat

DECEMBER 22, 2019

But, with the overwhelming consumer demands and customer expectations, you cannot afford to negate the importance of satisfactory customer services. . Let’s start with clarity about the meaning of Proactive Customer Service. . What is Proactive Customer Service?

Customer Service 101

Customer Service How To Social Media Customer Retention 101

Kustomer

SEPTEMBER 7, 2022

And then the other thing that’s happening is, there’s a heightened level of tension in the consumer base. So I think that piece of it, then look, you’re still going to have this heightened level of tension in your consumer base. I mentioned our consumer surveys. Now you realize orders are out seven, ten days.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Comm100

SEPTEMBER 5, 2014

Jet Blue, the airline, has become quite adept at reacting to people’s tweets in a timely manner. By creating a social profile customers assume they can use that outlet to receive support for any problems or opinions they want to voice. According to Genesys , 74% of consumers use at least three social channels.

Social Media 113

Social Media Tips Customer Service Customer Service Representative 113

Kustomer

OCTOBER 22, 2020

With the new COVID-19 business-scape, highly anxious customers have been on the rise and the burden of customer care agents has been significantly increased to the point where they are overwhelmed. Companies are integrating AI into their CX to get a better handle on customer care. I mentioned our consumer surveys.

Customer Expectations 69

Customer Expectations Management Communication Customers 69

Helen Dewdney

SEPTEMBER 18, 2017

Just like BA powercut debacle: Airline keeps passengers in the dark about their rights. Airline template and information for all the details. Ryanair in their continuing poor customer care are telling passengers that hey may have to wait three days or more before they can be flown to their destination.

Airlines 11

Airlines Travel Transportation Hotels 11

Kustomer

OCTOBER 22, 2020

With the new COVID-19 business-scape, highly anxious customers have been on the rise and the burden of customer care agents has been significantly increased to the point where they are overwhelmed. Companies are integrating AI into their CX to get a better handle on customer care. I mentioned our consumer surveys.

Customer Expectations 52

Customer Expectations Management Communication Customers 52

C3Centricity

AUGUST 17, 2020

Another CNBC article highlights others including cruises, fitness, energy and airlines. Whether or not these too were headed downwards or not, customers hold the key to success more than ever before as their spending becomes less impulsive. 86% of buyers will pay more for a better customer experience. Customers 2020 Report.

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

SurveySensum

MAY 20, 2020

In times of such crisis, where consumers are still adapting to new lifestyles, marketers must proactively reach out to them and respond to the needs. And indeed, they will have the opportunity to convert the millions whom they serve in these trying times into their long-term customers. Listen to customer sentiments on Social Media.

Omni-Channel 52

Omni-Channel Customer Experience Social Media Healthcare 52

Service Untitled

SEPTEMBER 3, 2010

Are the customer care professionals who work with Centurion card members hired for that position or do they need a certain amount of years’ experience before they can move up to a role like that? This information is important because we adjust each customer care professionals’ incentive plan based on the customer’s feedback.

Customer Care 41

Customer Care Average Handle Time Call Center Travel 41

Comm100

NOVEMBER 6, 2017

As of last year, at least 86% of Fortune 500 companies have an active Twitter account, and more than 50 million small businesses use Facebook to connect with consumers. As true as the legends may be (yes, social media can win you fans and boost customer loyalty ), social media customer service isn’t always sunshine and rainbows.

Social Media 153

Social Media Examples Customer Service Tips 153

C3Centricity

DECEMBER 3, 2018

Here are just a few of the most noteworthy numbers I found during my research online; if you are still not sure it’s worth it this data will convince you: 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations. Source: CEI Survey).

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Qualtrics

AUGUST 1, 2019

Great customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver excellent service, according to American Express. Below are seven customer service stories of companies going above and beyond to provide good customer service. pic.twitter.com/Glv6Anavje.

Omni-Channel 8

Omni-Channel Examples Customer Service eBook 8

ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. 3 Tips for Successful Social Customer Service by Krysta Gahagen. Consumers seek on-demand customer service as they shop both online and offline.

Customer Service 83

Customer Service Social Media Retail Transportation 83

Currency Alliance

JUNE 19, 2019

Asia Miles, the loyalty program of Cathay Pacific airline group, teamed up with Accenture to do just this. The technology was deployed as part of an ‘Unlock More Miles’ campaign with the airline’s dining partners in Hong Kong. When I last converted a hotel currency into United Airlines MileagePlus, it took three or four business days.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49