Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Myra Golden

FEBRUARY 16, 2018

You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media. In the first sentence of a letter, an airline said to customers, “We are sorry and embarrassed. Doing these things helps you write texts, chats, social media posts and emails that regain customer goodwill.

Social Media 61

Social Media Airlines Software Interaction 61

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Internet Social Media: 72%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. However, when it comes to industry, CSAT varies. . Ambulatory Care: 77%. Apparel: 79%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. We talked about 11 social media metrics worth mastering in a recent Adweek webinar. You also want to see how things compare across Owned, Earned and Partnered channels.

Social Media 49

Social Media Analytics Metrics Airlines 49

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. A well-managed customer community can increase customer loyalty and convert some engaged customers to brand evangelists. How to Create a Customer Self-Service Portal. How-to guides. White papers. Blog posts.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. Passengers have given up.

Airlines 40

Airlines Feedback Study Hospitality 40

Beyond Philosophy

FEBRUARY 17, 2020

Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. In other words, brands behave like humans in these channels.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

NetBase

AUGUST 5, 2020

Airlines, cruise ships and resorts are examining how to re-open and provide the safest experiences for consumers, by addressing their biggest concerns. And these insights offer intel brands should keep to-of-mind: Airport traffic has dropped as much as 92%. And, as a result, they’ve upped their social media monitoring game!

Travel 98

Travel Industry Social Media Hotels 98

Beyond Philosophy

DECEMBER 14, 2023

Surprisingly, it’s these same emotions that you have with brands to whom you feel loyalty. Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. Customers talk about you on social media.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

Beyond Philosophy

DECEMBER 10, 2022

Going viral is the goal of any passionate social media poster. Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand online. Looking at you, United Airlines.) It’s no different with social media. That’s a nightmare.

Social Media 68

Social Media Airlines Consulting Financial 68

Up Your Service

MAY 3, 2017

But a whole other degree of devoted customer exists: The brand evangelist, described as the kind of traveler who feels so connected to a company that they proactively share their positive experiences with others. However, smart companies see this as an opportunity to create brand evangelists. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Industry Brands 74

Experience Investigators by 360Connext

JANUARY 8, 2018

How can you find those unstable parts of the journey and level them out for your customers, before you get carried away with bigger goals? Look for trends in social media. Airlines have long practiced “re-accommodating” ticketed passengers. You may not know HOW to fix them. Make it your mission to find out how.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 105

Customer Service Wait Times Airlines Social Media 105

Kayako

MARCH 2, 2017

Over time, they develop expectations about your brand and service standards. If you want to keep your customers happy and coming back to you, again and again, you’ve got to meet and exceed these expectations over your most dominant support channels—email, social and Messenger (previously, live chat).

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

NICE inContact

OCTOBER 4, 2019

Deciding which conversations are most important, and thus should be handled with priority, is not so straightforward, particularly on social media. Such prioritization, or “social influence”, can and should be calculated systematically and interpreted at scale.

Airlines 138

Airlines Social Media Travel Metrics 138

ProProfs Chat

DECEMBER 22, 2019

With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. And proactive customer support is the prime reason which can ace up the customer retention rate, which eventually boosts brand loyalty in return.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

NICE inContact

MARCH 18, 2019

When it comes to growing their business, these organizations are betting that customer experience is more important than product or branding. Consider these companies who have risen to become successful because of loyal customers: Southwest Airlines, LaCroix Sparkling Water, In-N-Out, Trader Joe’s, Dollar Shave Club, Zappos, and more.

Call Center 149

Call Center Contact Center Airlines Social Media 149

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. If a customer doesn’t get the help she needs, she often will not remain loyal – or worse, she will take to social media and tarnish the brand.

ROI 45

ROI Social Media Airlines Customer Service 45

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. How to Drive Customer Loyalty Among Millennials by Timi Garai. At least 60% of millennials seem to think so, but how can you best meet this expectation alongside all their other demands?

Social Media 79

Social Media Customer Service Airlines Loyalty 79

Beyond Philosophy

DECEMBER 15, 2022

Have you ever wondered why things go viral or, better yet, how you can make your #content gain millions of views and shares? If so, then you are in the right place because we are going to share the secrets of how to go viral on social media. He negotiated with the airline for nine months but to no avail.

Social Media 78

Social Media Video Entertainment Meeting 78

CSM Magazine

DECEMBER 13, 2023

Such strategies are crucial as they guide a business on how to consistently deliver exceptional service, leading to customer retention, increased sales, and a strong, reputable brand image. For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52

Comm100

NOVEMBER 27, 2017

s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. What is it about the apology that can bring some of the biggest brands and names to their knees, or resurrect brands that seemed as good as gone? rawpixel.com.

Social Media 300

Social Media Video Effort Score Brands 300

BirdEye

APRIL 3, 2023

In this article, we’ll share strategies and tips on how to write a business plan that will help launch your new business in the right direction. Rollin King, a businessman in the airline industry, saw this need and recognized the success of another airline, Pacific Southwest Airlines. The result was Southwest Airlines.

Examples 52

Examples How To Financial Analysis 52

ShepHyken

OCTOBER 18, 2021

Your customers will thank you, and they’ll be much more likely to share their positive experience with friends, family, and social media followers. AdAge) When it comes to the customer experience and the desire of brands to strengthen their ties to consumers, the past year turned all the rules upside down. But, I digress.

Customer Service 83

Customer Service Airlines Feedback Social Media 83

Currency Alliance

APRIL 15, 2024

The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Plus, many types of points are widely appreciated by customers, and are useful to the brand for scoring different customer actions while influencing behavior. This actually is not true.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Experience Investigators by 360Connext

JANUARY 21, 2015

Understanding the customer journey end-to-end helps brands innovate around the experience. Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

Vonage

AUGUST 11, 2015

Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you! As far as customers are concerned, it’s often much easier to pick up the phone and speak to someone than it is to track a brand down on social media.

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

ProProfs Chat

FEBRUARY 13, 2020

What’s more, these customer loyalty stats give an insight into factors that prompt customers to be loyal to a brand. Social Media & Customer Loyalty. Customer Loyalty Brands. How to Build Customer Loyalty. Members are your brand marketers. Source: Bond Brand Loyalty Report ) Tweet this.

Loyalty 109

Loyalty Loyalty Programs Social Media Retail 109

NetBase

JUNE 11, 2020

It is not easy to understand what will work best for customers when faced with scenarios that are brand new. This is where social listening comes in. It has become crucial to understanding how the optimal consumer experience (CX) should look, and in helping businesses decide next steps. But that’s far from the whole story.

Travel 60

Travel Airlines Consumers Hotels 60

NetBase

MARCH 20, 2020

With no real end of the Coronavirus, aka Covid-19 in sight, how will companies and brands reach sports fans on their couches, when so much of their regular advertisements are typically tied up in live sports? Next Generation AI-powered consumer and marketing intelligence reveals all, including some options for brands to pursue.

Sports 67

Sports Advertising Social Media Entertainment 67

NetBase

JULY 20, 2020

Since the rise of social media, consumer opinions and feelings have taken on greater importance, as they can go viral and affect brands. Thanks to next-generation AI-powered consumer intelligences, social media sentiment analysis is now a mainstay of social analytics, but what exactly is it?

Analysis 70

Analysis Social Media Analytics Consumers 70

ShepHyken

DECEMBER 3, 2018

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. This short article has some great reminders on how to keep your customers coming back, again and again.

Customer Service 102

Customer Service Retail Airlines Social Media 102

Chadwick Martin Bailey

MARCH 4, 2020

anger, frustration or disgust) because they want to funnel that energy into something —like calling customer service, lodging a complaint, quitting the brand, or venting their feelings in other ways. Incidentally, that’s also the reason why stories about brands that spark moral outrage are particularly likely to go viral.

Social Media 97

Social Media Financial Airlines Consumers 97

CX University

JANUARY 15, 2020

A brand like Late July Snacks is a great example of a product that achieves great flavor and has all the good-for-your and product-innovation boxes checked, creating an awesome brand experience. 63% of millennials said they closely follow brands via social networks and regard authenticity as an important indicator of CX.

Industry 52

Industry Airlines Ecommerce Social Media 52