Airlines, Communication, Customer Care and Customer Expectations

Who Owns Your CX Program? (Hint: It’s Everyone)

InMoment XI

OCTOBER 28, 2021

You heard me right: not one department owns the customer experience—it’s every department! I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. And of course, Customer Care is the safety net if something goes wrong along the way.

CRM

CRM Airlines Government ROI

Managing Customer Expectations Like a Pro – Featuring Mike Miller and Vikas Bhambri

Kustomer

SEPTEMBER 7, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss how to manage different types of customer expectations and service expectations during a global pandemic. Proactive Communication.

Customer Expectations

Customer Expectations Management Communication Customers

Managing Customer Expectations Like a Pro with Mike Miller and Vikas Bhambri

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Proactive Communication. The Role of AI in CX.

Customer Expectations

Customer Expectations Management Communication Customers

Webinars

How To Craft Your Perfect Retail Tech Stack

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

MORE WEBINARS

Managing Customer Expectations Like a Pro with Mike Miller and Vikas Bhambri

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Proactive Communication. The Role of AI in CX.

Customer Expectations

Customer Expectations Management Communication Customers

Understanding Negative NPS Score: Causes, Impact and Solutions

Lumoa

JUNE 14, 2023

In other words, failing to provide adequate customer service can be enough to trigger a negative NPS score and, consequently, drive customers away. Quality of Product/Service Falling Short of Customer Expectations As consumers, we all have expectations from the products and services we acquire.

NPS

NPS Effort Score Customer Centricity Loyalty

Conquer the Customer Experience battleground

Maru/HUB

JANUARY 22, 2018

This week, we are focusing on the new battleground for B2C and B2B – Customer Experience. We are now in an era where customer expectations are rising. In today’s competitive marketplace, an organisation’s brand is built – or broken – on its customer experience.

Customer Experience

Customer Experience B2C Airlines Study

North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

CSM Magazine

AUGUST 22, 2019

With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. In order to feed that back into the organization, their responsibilities and internal footprint are changing and, simultaneously with customer expectations, they must evolve. SVP, Customer Care, Samsung.

Customer Service Strategies

Customer Service Strategies Meeting Strategy Customer Service

In this day and age, is it unreasonable to expect companies to have an appropriate response for age old customer experience problems?

Customer Alignment

AUGUST 15, 2017

The poor management of these areas is probably the airline customers’ biggest pain point. Even if disruption is sometimes unavoidable; airports, airlines and all other parties involved in the travel process shouldn’t be excused from taking responsibility and ownership of the problem from the customer.

Airlines

Airlines Customer Experience Company Self Service

How Direct Messaging Creates an Incredible Customer Experience

Oracle

NOVEMBER 29, 2018

Dan and Joey begin their discussion by examining the book, Message Me , by Joshua March, CEO of Conversocial , one of the leading digital customer care platforms. According to March, direct messaging is going to become “the future of customer service.” ” Customer expectations.

Customer Experience

Customer Experience Airlines Social Media Customer Care

Differences Between Social Media Monitoring and Listening

Lithium

AUGUST 21, 2019

By understanding each concept, your business can improve customer interactions on social media and better understand which issues matter to your audience. If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook.

Social Media

Social Media Airlines Exceptional Customer Service Loyalty

Differences Between Social Media Monitoring and Listening

Lithium

AUGUST 21, 2019

By understanding each concept, your business can improve customer interactions on social media and better understand which issues matter to your audience. If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook.

Social Media

Social Media Airlines Exceptional Customer Service Loyalty

Differences Between Social Media Monitoring and Listening

Lithium

AUGUST 21, 2019

By understanding each concept, your business can improve customer interactions on social media and better understand which issues matter to your audience. If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook.

Social Media

Social Media Airlines Exceptional Customer Service Loyalty

Differences Between Social Media Monitoring and Listening

Lithium

AUGUST 21, 2019

By understanding each concept, your business can improve customer interactions on social media and better understand which issues matter to your audience. If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook.

Social Media

Social Media Airlines Exceptional Customer Service Loyalty

This is What Exceptional Customer Service Looks Like In 2018

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Who is doing this right? You guessed it) Amazon.

Exceptional Customer Service

Exceptional Customer Service Customer Service Chatbots Hotels

What is Proactive Customer Service and How to Implement It?

ProProfs Chat

DECEMBER 22, 2019

But, with the overwhelming consumer demands and customer expectations, you cannot afford to negate the importance of satisfactory customer services. . The secret lies in digging into the specifics of customer support and market trends to churn out solutions that fit into customer expectations.

Customer Service

Customer Service How To Social Media Customer Retention

5 Reasons Why Social Media Is Critical for Great Customer Service

Win the Customer

NOVEMBER 14, 2016

By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers? Remember when customers were limited to using the telephone if they wanted to contact businesses?

Social Media

Social Media Customer Service Multi-Channel Airlines

Don’t Try This at Work: 15 Social Media Mistakes and Bad Customer Service Examples to Avoid at All Costs

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media

Social Media Examples Customer Service Tips

The Secret is BEING Social, Not DOING Social Media

Russel Lolacher

JUNE 7, 2021

They find it far more important to DO a platform than BE the experience their customers expect. For example, I recently tried to engage with the twitter account of the Canadian arm of an international airline. Something to do so you can move on to other things in your communications plan. Defining Social Media.

Social Media

Social Media Video Engagement Customer Relationship Management

Breaking down the walls: Loyalty Magazine Awards 2019

Currency Alliance

JUNE 19, 2019

Asia Miles, the loyalty program of Cathay Pacific airline group, teamed up with Accenture to do just this. The technology was deployed as part of an ‘Unlock More Miles’ campaign with the airline’s dining partners in Hong Kong. When I last converted a hotel currency into United Airlines MileagePlus, it took three or four business days.

Loyalty

Loyalty Loyalty Programs Gamification Airlines

9 Unmissable Reasons Why You Need to Care about Social Media Customer Service

Comm100

OCTOBER 17, 2017

Large corporations and small companies alike have had to either learn how to properly engage with customers over social media, or lose business as a result. This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care.

Social Media

Social Media Customer Service Customer Care Feedback

Customer Experience Update

Who Owns Your CX Program? (Hint: It’s Everyone)

Managing Customer Expectations Like a Pro – Featuring Mike Miller and Vikas Bhambri

Webinars

Trending Sources

Managing Customer Expectations Like a Pro with Mike Miller and Vikas Bhambri

Webinars

Managing Customer Expectations Like a Pro with Mike Miller and Vikas Bhambri

Understanding Negative NPS Score: Causes, Impact and Solutions

Conquer the Customer Experience battleground

North America’s Must-Attend Customer Service Strategy Meeting Hits NYC

In this day and age, is it unreasonable to expect companies to have an appropriate response for age old customer experience problems?

How Direct Messaging Creates an Incredible Customer Experience

Differences Between Social Media Monitoring and Listening

Differences Between Social Media Monitoring and Listening

Differences Between Social Media Monitoring and Listening

Differences Between Social Media Monitoring and Listening

This is What Exceptional Customer Service Looks Like In 2018

What is Proactive Customer Service and How to Implement It?

5 Reasons Why Social Media Is Critical for Great Customer Service

Don’t Try This at Work: 15 Social Media Mistakes and Bad Customer Service Examples to Avoid at All Costs

The Secret is BEING Social, Not DOING Social Media

Breaking down the walls: Loyalty Magazine Awards 2019

9 Unmissable Reasons Why You Need to Care about Social Media Customer Service

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