ShepHyken
NOVEMBER 21, 2023
This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. But, in the airline business, two minutes is a big deal. Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better.
Oracle
AUGUST 26, 2020
Establishing a successful and efficient WFH strategy, however, requires rethinking the way you’ve always done business. Service leaders considering moving their teams remote should specifically assess internal leadership, culture, and agent resources. Foster a connected employee culture.
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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!
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.
Kustomer
AUGUST 6, 2020
Amir states, “Look for culture that matches yours. Understanding your team and culture will help increase the desire to understand the customer. How companies B2C and B2B look at customer service differently. How should you be thinking about your outsourced customer service strategy?
ShepHyken
AUGUST 26, 2016
A management team that leads from the top down, putting the customer first and having little consideration for their front line has sadly misaligned priorities. Companies that place importance on employee’s feelings will create staff that are happy and take more ownership in customers’ feelings as well. Micha Mikailian.
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. Jeremy Watkin.
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