Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Helen Dewdney

OCTOBER 7, 2020

Airline regulator goes hush-hush – Does it want opinions or not? The Civil Aviation Authority (CAA), the UK’s airline regulator, recently launched a consultation. The ADR process is meant to ensure that passengers have a place to go to arbitrate in cases where the airline and consumer are in dispute. Passenger refund shame.

Consulting 95

Consulting Airlines Transportation Government 95

C3Centricity

AUGUST 17, 2020

According to the latest global statistics, social media usage saw an increase of 21 per cent, and news consumption has risen by 36 per cent. Another study summarised on Forbes and run across 30 markets globally, shows that engagement has increased 61% over normal social media usage rates. The industry grew a measly 2.1%

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

GetFeedback

NOVEMBER 20, 2018

Think for a moment about all the companies you didn’t do business with because you heard complaints about them from a friend or on social media. . And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. And they’re losing profit as a result.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. Those who get it wrong can face a barrage of complaints and criticism on social media – witness the high profile social media backlash experienced by United Airlines last year.

Travel 49

Travel Brands Airlines Customer Experience 49

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Adam Toporek. David Avrin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

GetFeedback

JANUARY 6, 2020

The study also notes increasing usage of online resources (social media, review sites, and vendor web sites) which has pushed sales engagement later in the cycle. . Let’s take a B2C example, such as passenger airlines which have millions of customers. B2B journey mapping is more complex.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018. Adam Toporek. David Avrin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. Situation : A top goal for 2018 is hiring key talent. Read Shep’s latest Forbes Article: How Southwest Airlines Keeps The Romance Alive With Its Customer.

Communication 81

Communication Leadership Airlines Social Media 81

ProProfs Chat

FEBRUARY 13, 2020

Social Media & Customer Loyalty. 77% of consumers participate in a retail loyalty program, 46% have joined a hotel program, and 40% are part of an airline program–up from 72%, 36%, and 31% over the last year, respectively. Social Media & Customer Loyalty. Benefits of Improving Customer Loyalty.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

Second to None

AUGUST 2, 2018

We’ve all seen examples of these negative viral moments when they are shared across every social media platform, discussed on local news, and even infiltrate the late-night talk show agenda. In this instance, a customer who refused to give up his seat after the airline overbooked his flight was violently removed from the aircraft.

Brands 59

Brands Airlines Social Media Voice of Customer 59

Comm100

JANUARY 5, 2021

In November 2020, Ticketmaster UK was fined £1.25m for failing to keep its customers’ personal data secure in a chatbot data breach that took place in 2018. In 2019, Delta Airlines sued their chatbot provider over a data breach that occurred in 2017. A cyber-attacker was able to use the chatbot to access customer payment details.

Chatbots 130

Chatbots Exercises Banking Airlines 130

NetBase

MAY 20, 2019

Capturing relevant analytics to support a brand’s social media spend is challenging in itself, made so much more so when the rules of the road are in a constant state of flux. Media and images. Setting aside time immediately after posting to reply and interact with followers is the heart of social media mastery.

Analytics 58

Analytics Banking Airlines Comparison 58

ijgolding

AUGUST 12, 2018

A customer NEED is something that is very important (rather than just desirable) and that is a necessity or a basic requirement – an airline getting you to your chosen destination on time, for example. Have you ever used social media (Twitter or Facebook) to interact with an organisation (when requiring customer service or help)?

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

C Space

JUNE 23, 2020

This isn’t the first time for the social media giant; in 2018, the NAACP called to boycott Facebook; in 2017 and 2018, the two largest advertisers, P&G and Unilever , each told Facebook to clean up its act or they’d pull their spend. Tesla, Mozilla and Commerzbank all boycotted Facebook briefly in 2018 too.

Brands 52

Brands Airlines Policies Retail 52

Avaya

JUNE 1, 2018

Less than four seconds separated gold from silver in the 4x100m women’s freestyle relay final at the 2018 Commonwealth Games, but only just over half a second was the time difference between the last world record and the new achievement. For the winning Australian team, that half a second represented nearly two years of training.

Customer Experience 56

Customer Experience Social Media Average Handle Time Airlines 56

Comm100

FEBRUARY 6, 2018

Company Seeks Social Media Software with a Focus in Marketing. Business Seeks Social Media Software with Integrated Social CRM. All data is the most recent information available as of the beginning of 2018. Company Seeks Social Media Software with a Focus in Marketing. SalesForce.

Software 104

Software Customer Engagement Engagement Omni-Channel 104

Helen Dewdney

OCTOBER 22, 2020

Low-cost airline is highest in regulator’s complaints figures. Ryanair is the most complained about airline by far, according to figures recently released by the Civil Aviation Authority (CAA). The second most complained about airline, Air Transat, was not even close, with a total of only 120 complaints. [1]. Press release.

Airlines 39

Airlines Consulting Social Media Consumers 39

C3Centricity

APRIL 17, 2018

This may be true for an airline, where the client is primarily basing their opinion on the service on board and the “niceness” of the crew. After all, every airline will get you from A to B. We are all aware that when we visit a website, buy something online, or post on social media, we are being tracked.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. SOURCE: ESOMAR Global MR Report 2018. Even in the sector with the smallest range (airlines), there was a 5% difference between companies. The industry grew a measly 1.0% in 2017, down from a 2.2%

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

LiveChat

OCTOBER 19, 2018

Social media has changed customer service forever and buyers are benefiting most. They now face the daily challenge of managing social media customer service and meeting ever-growing customer expectations. And social media offers the perfect playground for customer service. Why is that the case?

Social Media 35

Social Media Tips Customer Service Multi-Channel 35

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. High profile CX issues, such as those suffered by United Airlines , BA and Uber all demonstrate the impact that a poor experience has on reputation and revenues. Share this page on: Tweet.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

NetBase

FEBRUARY 28, 2019

The report examines the overall top, i.e., most loved, Australian brands as discussed on social media channels (English-language posts with an Australia geographic overlay) from January 1st, 2018 through January 1st, 2019. Qantas is not only the top airline in Australia, but also the top brand overall.

Report 40

Report Consumers Brands Airlines 40

SaleMove

NOVEMBER 6, 2018

The airline passenger dragged from an overbooked flight. So what does a great customer experience look like in 2018? By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. The holiday package destroyed by an inept delivery man. million members.

Customer Service 55

Customer Service Banking Airlines Social Media 55

Kitewheel

AUGUST 14, 2020

Well, according to a 2018 survey, only 49% of US consumers believe that companies provide a better customer experience. Just as people like to discuss their positive opinions of brands online, negative impressions of companies can spread on social media, as well. How can you know if your customer experience is up to par?

Net Promoter Score 52

Net Promoter Score Customer Experience Effort Score Social Media 52

Eptica

NOVEMBER 12, 2019

In general, it tends to be biased towards brands that make people feel pleasant or “happy” Usually, this translates into high NPS scores for companies that are service-focused (such as Virgin Atlantic and Zappos) or service-related (like Southwest Airlines and Amazon). People can be contradictory and complex.

NPS 74

NPS Net Promoter Score Metrics Airlines 74

SaleMove

NOVEMBER 6, 2018

The airline passenger dragged from an overbooked flight. So what does a great customer experience look like in 2018? By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. The holiday package destroyed by an inept delivery man. million members.

Customer Service 40

Customer Service Banking Airlines Social Media 40

Experience Investigators by 360Connext

MAY 23, 2019

Litmos, a well-known Learning Management System (LMS), became a part of SAP’s ecosystem through an acquisition in 2018. As a young model, Kloss used social media to share “behind the scenes” life at runway shows. While it may seem obvious, it’s often not easy in siloed and process-oriented organizations.

Net Promoter Score 40

Net Promoter Score Social Media Fashion Airlines 40

Clarabridge

FEBRUARY 23, 2017

You’ll join an exclusive club with previous winners, such as AARP, Expedia, HCSC, InterContinental Hotels Group (IHG), T.Rowe Price, United Airlines, and more. Winners will get two free passes to next year’s not-to-be-missed C3 2018 event. 4- And of course, win some prizes ! They will be awarded two free passes to the C3 2017 event.

Customer Experience 49

Customer Experience Hotels Airlines Social Media 49

SaleMove

NOVEMBER 6, 2018

The airline passenger dragged from an overbooked flight. So what does a great customer experience look like in 2018? By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. The holiday package destroyed by an inept delivery man. million members.

Customer Service 40

Customer Service Banking Airlines Social Media 40

C Space

MARCH 12, 2020

The packages contain food, sanitisers and face masks, according to a post on Chinese social media site Weibo, and include an iPad to “facilitate children’s online learning or help pass the time during the prolonged stay at home”, as stated by a letter from Apple enclosed in each parcel. Airlines & Travel.

Brands 52

Brands Airlines Fashion Travel 52

Currency Alliance

OCTOBER 12, 2021

The best-known loyalty programs are made up of many partnerships – such as United Airlines and Hilton Hotels, or Emirates and Marriott. For airlines and hotel groups, frequent customers are business travelers, so their partner mixes are heavily biased toward fellow travel brands.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Currency Alliance

DECEMBER 13, 2018

The Economist, November 2018. The brands we reported on in 2018 have already proven it can be done – but they were only the beginning of a much brighter, more profitable future in loyalty marketing. 2018 saw a 14.2% Marketing technology (martech) spending, meanwhile, rose from 22% of budget in 2017 to 29% in 2018.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

Clarabridge

FEBRUARY 21, 2017

You’ll join an exclusive club with previous winners, such as AARP, Expedia, HCSC, InterContinental Hotels Group (IHG), T.Rowe Price, United Airlines, and more. Winners will get two free passes to next year’s not-to-be-missed C3 2018 event. 4- And of course, win some prizes ! They will be awarded two free passes to the C3 2017 event.

Customer Experience 40

Customer Experience Hotels Airlines Social Media 40

Wired and Dangerous

MAY 26, 2021

In July 2018, academic Xu Zhangrun said that the trade war revealed underlying weaknesses in the Chinese political system and criticized Chinese leader Xi Jinping for his “overweening pride” and “vanity politics.”[259][260] Through September, they stood at only 66 percent of their seasonally adjusted targets.

Travel 91

Travel Consulting e-support Policies 91

CSM Magazine

APRIL 5, 2019

The Edelman Trust Barometer Report for 2018, based on responses from 33,000 people in 28 markets, shows that things are not good. That is there is under 50% trust in the mainstream institution of business, government, NGOs (non-Government organisations) and the media. Edelman Trust Barometer 2018.

Airlines 40

Airlines Government Financial Trends 40

C Space

SEPTEMBER 8, 2020

National airline Thai Airways , which has for months grounded most of its planes, has transformed the cafeteria of its Bangkok headquarters into an airline-themed restaurant and opened it to the public. The inspiration-sharing site was early to the movement to ban political ads from social media, kicking them off the platform in 2018.

Brands 40

Brands Airlines Transportation Government 40