ShepHyken

DECEMBER 21, 2020

Learn 4 Tips From Leading Brand Stitch Fix to Build a Program to Improve Your Customer Experience by Ellen Christenberry. Business2Community) Stitch Fix listens to its customers and adapts to our modern digital lifestyles. million customers. My Comment: Time to learn from another hot brand. Here’s Why.

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Customer Service Airlines Tips Customer Service Strategies 154

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., Because many times I leave my name and phone number in the comment section for the company or brand to call me. You must let your customers know you are listening to them! .

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Survey Rewards Programs Airlines Hotels 123

ShepHyken

APRIL 19, 2017

Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. Airline personnel get angry. And, that goes for all other airline personnel. This great story starts with some bad news that was out of the airline’s control.

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Airlines Policies Government Travel 87

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 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

ShepHyken

OCTOBER 18, 2021

Executed the right way you can take normal to a higher level that is memorable – and even something customers will talk about. 3 Ways Covid-19 Has Changed the Customer Experience Forever by Josiah Johnson. And the change is good for both the customer and the business willing to keep up with the changes. But, I digress.

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Customer Service Airlines Feedback Social Media 83

ShepHyken

JULY 30, 2018

Why is customer service training so important? Training Journal) Your staff are usually the first people customers will interact with. They act as a lasting first impression of your brand or business. Most of the time product and technical training are at the forefront of a company’s training.

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Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

JUNE 6, 2018

I notice the same type of behavior happens with airlines and hotels. It’s easy to spot the frequent traveler by the way they are treated by airline and hotel employees. So, it appears that frequency might warrant a better customer experience. The same might go for how much a customer spends. Follow on Twitter: @Hyken.

Airlines 96

Airlines Hotels Loyalty Programs Loyalty 96

ShepHyken

DECEMBER 12, 2018

But, in business, you want to be different – as long as what makes you different is something the customer wants and appreciates. There are some great brands that are best known for one trait – that one trait that makes them different. Southwest Airlines is known for low fares, not charging for checked bags and no change fees.

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Banking Airlines Advertising Customer Service Training 122

ShepHyken

OCTOBER 9, 2023

In celebration of the people and practices that serve customers’ needs, 2023 has been a banner year for customer experience. Customer experience continues to climb its way up to the board room, as more senior leaders understand experience is the only way to differentiate your brand. Connect with Shep on LinkedIn.

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Customer Service Airlines Consumers Video 62

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. Brands this is what can happen on Twitter when you get it spot on by Mark Shaw.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

MAY 29, 2017

My Comment: What United Airlines scandal! The day or two after the scandal where a United Airlines passenger was physically and brutally removed from the plane, the stock plummeted and United lost almost a billion dollars in value. Twitter pushes into customer service – can it prove to be successful?

Customer Service 95

Customer Service Airlines Chatbots Resources 95

ShepHyken

JUNE 17, 2018

4 Unexpected Tips That Will Make Your Brand Stand Out by Pia Silva. Forbes) Collected here are four brand tips that are essential to developing a brand that gets noticed, remembered, and shared and doesn’t just blend in with the competition. Four tips that will make your brand stand out. My Comment: I love this article.

Customer Service 83

Customer Service Airlines Tips Retail 83

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

ShepHyken

JUNE 5, 2017

Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

Vonage

MARCH 8, 2016

Their customers get new ideas from a company they can partner with for the future, not just a low cost vendor who only meets minimum specifications. This vision guides customer service education and inspire staff to perform. Annual service awards praise those who go beyond the call of duty to make this tag line real.

Customer Service 120

Customer Service Airlines Transportation Travel 120

ShepHyken

MAY 8, 2017

10 Content Marketing and Customer Experience All-Stars by James A. CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. Great examples that we can all learn from.

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Customer Service Airlines Contact Center Conference 81

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. How the leader in the cockpit builds a brand by Alaina Love. There is a lot to learn from this short article about a commercial airline captain that recognized his job was to do more than just fly the plane.

Customer Service 102

Customer Service Retail Airlines Social Media 102

ShepHyken

APRIL 6, 2020

The first is based on creating enough value through the experience the customer would never want to go anywhere else. The other is more of a marketing program that rewards customers for coming back. For example, an airline frequent flier program. In the end, you must have a good relationship with the customer.

Customer Service 75

Customer Service Loyalty Airlines Loyalty Programs 75

ShepHyken

AUGUST 10, 2016

Brand Promise. Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. It’s hard to shake off a reputation for bad service that has been going on for years – although they do seem to be getting better. They expect good service.

Airlines 48

Airlines Policies Government Guidelines 48

ShepHyken

JANUARY 22, 2018

My Comment: This is a fascinating article with a focus on customer service delivered through social channels. The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service.

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Customer Service Chatbots Wireless Airlines 90

Vonage

JANUARY 27, 2016

I am regularly amazed by brand new facilities that are obviously user-unfriendly. If you want to improve customer service quality, every decision needs to be made with clients in mind. Improve customer service quality by always remembering who you ultimately serve. Your Service” books and founder of UP!

Customer Service 120

Customer Service Airlines Hotels Exercises 120

Stella Connect

MARCH 30, 2022

If budget isn’t an issue, physical rewards are excellent — a cup of coffee, a free lunch — as are points that accrue and can later be spent on larger rewards such as a five-star dinner for two, a weekend getaway, and airline flights. You could also offer your own brand’s products, which is a more cost-effective approach.

Rewards Programs 52

Rewards Programs Call Center How To Contact Center 52

ShepHyken

OCTOBER 12, 2020

My Comment: In my quest to find the best way to create customer loyalty, here is a great article that sets up the importance of going for loyalty followed by four sound strategies. Of course, you want to create a great experience (number four), but you also want to build “equity” with the brand, relationship and value proposition.

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Customer Service Loyalty Airlines Meeting 77

ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. It blurs the lines between customer service, marketing, and even sales. Scientific data validate the importance and power of social media customer service. Social Proof.

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Social Media Self Service Customer Service Marketing 87

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

Win the Customer

NOVEMBER 14, 2016

Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. Smart brands have embraced the concept of social customer service and know that it makes sense to engage with their customers, right there on social media.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Stella Connect

MARCH 12, 2018

If budget isn’t an issue, physical rewards are excellent—a cup of coffee, a free lunch—as are points that accrue and can later be spent on larger rewards such as a five-star dinner for two, a weekend getaway, free airline flights, etc. No matter which way you’re leaning, think creatively. It also helps create a positive work environment.

Rewards Programs 40

Rewards Programs Call Center How To Contact Center 40

Service Untitled

MARCH 12, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer loyalty and Toyota Cheryl March 12, 2010 Behind the Scenes , Customer Service , Specific Companies 2 Comments There have been 8 million Toyota vehicles recalled.

Loyalty 43

Loyalty Airlines Automotive Government 43

ShepHyken

MARCH 20, 2023

Last year Frontier Airlines discontinued the ability to contact customer support. Losing Customers Due to Lack of Relevance? by Wise Marketer Staff (The Wise Marketer) Today’s customers expect brands to recognize and anticipate their wants and needs and deliver value for the data they are sharing.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

AUGUST 26, 2016

Unfortunately, the customer may always think he is right, but in reality, that just isn’t the case. It’s the perception of being right that draws the customer back to a company’s brand to solve a problem, make a demand or request a response. A silent customer is not always a happy customer.

Customer Service 0

Customer Service Policies Communication Training 0

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MARCH 8, 2021

They build brands. My Comment: Customer Experience (CX) is marketing. Singapore Airlines Opens a Customer-Service School for Businesses by Katie Deighton. You could hire the training professionals at Ritz-Carlton, Disney, Zappos, and even our company, The Customer Focus. It’s that simple.

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Customer Service Hospitality Airlines Infographics 138

ShepHyken

OCTOBER 10, 2016

However, US airlines aren’t exactly known for their warm and fuzzy customer service. Flyers can feel abandoned, as if the airline doesn’t even care. Airlines are known for customer service horror stories, although many of the issues are due to weather, air traffic control and even an occasional mechanical problem.

Customer Service 48

Customer Service Airlines Travel Retail 48

SurveySparrow

OCTOBER 1, 2023

It assures customers that they’re not alone in navigating their purchase or using a service – there’s always someone ready to assist them. This level of care and attention can turn a regular customer into a loyal advocate for the brand. Priority Support Picture yourself as a premium passenger at an airport.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

ShepHyken

MAY 1, 2017

This to me is perhaps the single most important reason why brands and businesses need to be on Twitter. 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. For information contact or www.hyken.com.

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Customer Service Social Media Retail Transportation 83

ShepHyken

OCTOBER 3, 2016

This is a world-wide celebration and some great people in Rwanda remind us that the celebration is not only for customers, but for employees as well. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline.

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Airlines Customer Service Infographics Customer Retention 123