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35 Indicators that a Company Isn’t Customer-Centric

CX Accelerator

It’s at that point I realized that I never received an email from the airline after booking my flight. Surely customer support could help me sort this out. I sent the airline a direct message on X (formerly Twitter) and within an hour they were able to resend to an alternate email address.

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3 Customer Experience Ideas for 2022

Experience Investigators by 360Connext

That means that customers, employees and humans are dealing with anxieties and frustrations in ways that have led to some unfortunate or even dangerous situations. There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example.

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5 Ways to Be Proactive to Prevent CX Pain Points

Experience Investigators by 360Connext

Southwest Airlines, while still recovering from their holiday-time meltdown, is known for proactively addressing customer concerns. After a flight with a series of delays , customers received a specific message and retribution, all without asking. On This Southwest Airlines Flight, Almost Everything Went Wrong.

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When a customer service representative is limited to talk time

Service Untitled

Jennifer had not spent more than ten minutes on the phone with the bank customer service representative when the agent told Jennifer she would have to ask the remainder of her questions at another time. Companies hire customer service representatives to connect with customers and solve their problems.

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Customer service ratings for airlines during Hurricane Irene

Service Untitled

If you had to cancel your flight because of Hurricane Irene, you may have been waiting on a “a virtual holding pattern&# for a customer service representative. National airlines and their regional affiliates from Washington to Boston scrubbed almost all of their flights because of the ominous forecast.

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The Importance of Customer Self Service Portal

Kayako

Benefits of Customer Self-Service Portals. The overall benefit of customer self-service portals are they help retain customers and increase loyalty while freeing up customer service representatives’ time for higher-level work. Keep Customers up to Date on Demand Status.

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How AI Customer Experience Can Advance Your Business Strategy

InMoment XI

This valuable insight allows businesses to understand how customers feel about their products or services, enabling them to make data-driven improvements and respond to issues promptly. Example : Airlines use sentiment analysis to assess customer feedback on social media, addressing concerns and improving overall customer satisfaction.