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

InMoment XI

NOVEMBER 20, 2023

It goes beyond the traditional methods of customer feedback analysis, offering a sophisticated approach that enables brands to stay ahead in an intensely competitive landscape. With AI, brands spend less time analyzing text-heavy analytics and more time making smarter decisions to drive change.

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Brandwatch CX

JANUARY 30, 2019

We use social media as an outlet to vent our frustrations. We use social media to research brands and get suggestions before we purchase products. We reach out to brands on social media, and expect them to respond to us. But which brands are truly making the most of social media?

Brands 81

Brands Customer Experience Social Media Airlines 81

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Ways a brand has thanked you as a customer.

How To 372

How To Airlines Social Media Tips 372

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Below are real-life examples of how brands have delivered excellent customer service to transform a negative customer interaction into a positive experience.

Social Media 133

Social Media Wireless Airlines Loyalty 133

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

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Experience Investigators by 360Connext

NOVEMBER 22, 2022

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Customer clicks on the app or social media posts with the #CaptureKindness hashtag during the last two weeks of November will prompt T-Mobile to donate $10 to the organization. Ways a brand has thanked you as a customer.

How To 143

How To Airlines Social Media Tips 143

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. Brand Passion. Here’s a look at Brand Passion for some of the major airlines.

Social Media 49

Social Media Analytics Metrics Airlines 49

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Internet Social Media: 72%. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. However, when it comes to industry, CSAT varies. .

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

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

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. The airline sees it as a loyalty program for frequent flyers.

Loyalty 89

Loyalty Rewards Programs Loyalty Programs Airlines 89

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

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. Now, brands do this all the time, but the direct response was not the norm back then.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

Customers Rock!

AUGUST 16, 2012

Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes everything extremely visible. In my book , I talk about Killer Customer Service. Expectations.

Social Media 227

Social Media Airlines Guidelines Customers 227

NetBase

JANUARY 28, 2020

NetBase, the industry leader in social media analytics, announced today it will merge with Quid, a leader in AI driven text analytics. NetBase is the award-winning social analytics platform that global companies use to run brands, build businesses, and connect with consumers every second. Learn more at netbase.com.

Social Media 124

Social Media Airlines Analytics Leadership 124

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

C Space

JULY 2, 2020

The Brand Move Roundup – July 2, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Airlines Policies Social Media 52

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

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? 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. Published on: April 18, 2018.

Travel 49

Travel Brands Airlines Customer Experience 49

Experience Investigators by 360Connext

DECEMBER 15, 2014

Airlines have recently taken to creating secret, invitation-only loyalty programs for their most valued customers. ” These might not actually be their brand advocates , or even those who take the time to express any appreciation for good service. Ignoring the little guy in favor of the elite can mean big trouble for your brand.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

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

Experience Investigators by 360Connext

JANUARY 8, 2018

Look for trends in social media. Airlines have long practiced “re-accommodating” ticketed passengers. Brands love to discuss how their great new logo or impressive mobile app will enhance the customer experience. Here are a few ideas: 1. It may not be a HUGE deal yet, but it could become one later. Little things matter.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

C Space

JUNE 23, 2020

The Brand Move Roundup – June 23, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Seventeen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Airlines Policies Retail 52

Second to None

AUGUST 2, 2018

Every brand, across most industries, is trying to simultaneously capture and avoid viral moments on a daily basis. Ideally, these small instances captured by a cell phone camera help galvanize both current and potential patrons so that they get a clear picture of your brand message in a natural setting.

Brands 59

Brands Airlines Social Media Voice of Customer 59

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. A branded, customized Help Center. Integrates downloadable resources and rich media content.

Self Service 275

Self Service Knowledge Base e-support Policies 275

C Space

MARCH 12, 2020

The Brand Move Roundup. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In a fast-moving global crisis such as the current coronavirus outbreak, brands have an important role to play. Chris Nurko. Chief Innovation Officer, C Space. Technology.

Brands 52

Brands Airlines Fashion Travel 52

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

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it. Lesson #1: Don’t put your policies first. Seriously, don’t.

Airlines 48

Airlines Customer Service Social Media Policies 48

C Space

SEPTEMBER 1, 2020

The Brand Move Roundup – September 1, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. The airline is the first to permanently eliminate the fee.

Brands 40

Brands Airlines Social Media Government 40

TechSee

OCTOBER 15, 2019

Beyond the loss of their business, these customers present a threat as they could negatively influence others, especially in the era of social media. This high-risk group is relevant across multiple industries as one third of all customers have zero brand preference, meaning they can be easily seduced by a superior offering.

Customer Retention 107

Customer Retention Social Media Airlines Groups 107

LoyaltyPlus

MAY 18, 2020

However, the year so far has placed the world in a position few could have ever predicted – the new normal characterised by social distancing, selective buying with limited choice and decisions almost entirely based on brand recognition and loyalty rewards.

Loyalty 52

Loyalty Brands Airlines Tourism 52

LoyaltyPlus

MAY 18, 2020

However, the year so far has placed the world in a position few could have ever predicted – the new normal characterised by social distancing, selective buying with limited choice and decisions almost entirely based on brand recognition and loyalty rewards.

Loyalty 52

Loyalty Brands Airlines Tourism 52

CSM Magazine

JANUARY 16, 2023

As Frontier Airlines embarks on its first full year of a digital-only strategy, James O’Hare, MD of LINK Mobility , looks at whether it’s right for every business. . At the end of last year, Frontier Airlines announced it was moving to a digital-only customer service model. Is an all-digital model right for every brand?

Chatbots 52

Chatbots Strategy Airlines Self Service 52