ShepHyken

NOVEMBER 23, 2020

We’re unpacking four strategies from Chewy’s service playbook and giving you actionable tips on how to use them to improve your own customer experience. My Comment: I love learning from great companies. Chewy.com has an amazing reputation for great service, great products and compassion for their customers. by EHL Insights.

Customer Service 84

Customer Service Net Promoter Score Airlines Contact Center 84

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 40

Airlines Customer Experience Company Self Service 40

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

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 4, 2018

How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. Great customer service, by itself, doesn’t cut it.

Customer Service 76

Customer Service Airlines CRM Social Media 76

SurveySparrow

OCTOBER 13, 2023

How can we use this stream of information to improve customer satisfaction , streamline operations, and increase efficiency? Data Collection Sources of Information: Feedback loops begin by collecting data from various sources like customer surveys, social media interactions, or product reviews.

Feedback 52

Feedback Examples Social Media e-support 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

That feeling is what businesses aim to achieve in order to keep customers happy and satisfied and keep coming back for more. But why is it important to improve customer satisfaction? Because acquiring a new customer can cost five times more than retaining an existing one. So, what exactly is customer satisfaction?

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

Beyond Philosophy

APRIL 15, 2019

She helps leaders and teams make subtle shifts to create breakthrough success for customers. Her clients have won industry awards, raised customer satisfaction scores, and increased employee engagement. Suttle says defining and becoming a guardian of your customer service culture is essential for your organization’s leadership.

Culture 114

Culture Customer Service Leadership Airlines 114

Service Untitled

APRIL 8, 2010

Service Untitled The blog about customer service and the customer service experience. Stay away from the customer service representative who makes too many exceptions, is inconsistent with company policy, practices, and procedures. Companies need a united front and have to work front and back offices to become efficient.

Customer Focused 41

Customer Focused Customer Service Representative Policies Training 41

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. 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. What is Proactive Customer Service?

Customer Service 101

Customer Service How To Social Media Customer Retention 101

Customer Enthusiast

JUNE 1, 2015

I was recently asked, “What is the biggest customer service challenge facing companies today?” My response was that it’s the same challenge companies faced last year, the year before that, and even 28 years ago: inconsistency of customer service quality and the customer experience.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Customer Enthusiast

JUNE 1, 2015

I was recently asked, “What is the biggest customer service challenge facing companies today?” My response was that it’s the same challenge companies faced last year, the year before that, and even 28 years ago: inconsistency of customer service quality and the customer experience.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Customer loyalty programs are especially popular among retailers.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. In the past when both of these companies partnered up, eBay was the bigger and faster-growing business model, while PayPal was its convenient service to handle payments. They have Customer-centric leadership. Airlines don’t either.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Beyond Philosophy

JULY 5, 2016

More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept. To understand customers, the enterprise needs to think in human, emotional terms. Create a customer-centric human culture and set of processes.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

West Monroe

JUNE 8, 2018

Water recognizes the need to move from an engineering-centric to a customer focused organization by implementing a flexible cloud-based customer information platform. Most of the retailers focus on customer acquisition and retention strategies. Customer acquisition seemed gimmicky (i.e.,

Loyalty 40

Loyalty Self Service Chatbots Retail 40

ProProfs Chat

DECEMBER 23, 2019

Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy. And the results are starting to show because these companies are placing customer centricity in the midst of their core brand and mission. That’s not it.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Verint

JANUARY 17, 2018

For a quick benchmark on the adoption and investment in AI technology by industry segment, check out Exhibit 1 in the recent McKinsey and Company article What AI Can and Can’t Do (Yet) for Your Business. Laggards include construction, education and consumer/packaged goods companies.

Self Service 36

Self Service Innovation Airlines Competitive Advantage 36

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. In the past when both of these companies partnered up, eBay was the bigger and faster-growing business model, while PayPal was its convenient service to handle payments. They have Customer-centric leadership. Airlines don’t either.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. In the past when both of these companies partnered up, eBay was the bigger and faster-growing business model, while PayPal was its convenient service to handle payments. They have Customer-centric leadership. Airlines don’t either.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

ShepHyken

MARCH 20, 2023

Hult (Harvard Business Review) How can a company best create a compelling customer experience? My Comment: The ACSI (American Customer Satisfaction Index) is the “go to” study about customer satisfaction. And now there are new companies sprouting up that are using the ChatGPT platform for customer service.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

Beyond Philosophy

JULY 30, 2015

Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. Designing A Customer-Focused Process.

Customer Experience 60

Customer Experience Hotels Airlines Exercises 60

Kustomer

MAY 28, 2020

Blake is dedicated to helping prepare businesses for the modern customer and helping them become the companies of the future. She is also the author of The Customer of the Future and hosts her own podcast titled “The Modern Customer.” The Customer and Company of the Future. Listen to the full episode below.

Culture 52

Culture Customers Competitive Advantage Innovation 52

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

MARCH 8, 2021

16 Tips For Boosting Customer Satisfaction With Happier Employees by Forbes Coaches Council. Forbes) 16 members of Forbes Coaches Council shared their best tips for business owners to start improving customer satisfaction with happier employees. My Comment: Want to learn customer service from the best?

Customer Service 139

Customer Service Hospitality Airlines Infographics 139

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz. Bruce Temkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kustomer

NOVEMBER 4, 2021

Here at Kustomer, we hope you will find the value in partnering with a CRM that helps you to become more customer-focused and data-powered. It does seem like as a customer in whatever scenario, it’s frustrating to repeat, “I called the phone, I called the airline company. I was chatting with them.”

How To 98

How To System CRM Sports 98

Service Untitled

APRIL 7, 2010

Service Untitled The blog about customer service and the customer service experience. Their low prices lead the industry, but their policies toward the public most likely defies any basic rules of customer service no less customer satisfaction. And isn’t this all a part of customer service?

Airlines 41

Airlines Travel Policies Customer Satisfaction 41

Help Scout

APRIL 27, 2021

We’ve all heard the one-off stories of legendary customer service, like the time a Morton’s employee brought a steak to a customer at the airport. But inspiring your customers to fall in love with your company requires more than grand gestures. Customer happiness vs. customer satisfaction.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

QuestionPro Audience

AUGUST 28, 2017

David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping. We will walk you through customer journey mapping and best practices and present alongside a case study with Emirates Airlines. 3 months after a sale?

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

SurveySparrow

SEPTEMBER 20, 2022

“Make sure every single employee in your company knows precisely what value your customers are seeking and how he or she can impact it.”. When the goal is to keep your customers happy, ensure you pass the message to your employees. Train them in such a way that they know that all decisions will be customer-focused.

Customer Success 52

Customer Success Airlines Effort Score Net Promoter Score 52

Pointillist

MAY 23, 2018

Journey discovery is a quantitative approach to customer journey analytics where customer behavior data is analyzed across touchpoints and over time to uncover meaningful behavioral segments and the paths they take to achieve a specific goal—what Forrester calls the ‘bottom up approach’ to customer journey analytics.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

Tricia Morris

JUNE 26, 2015

In a recent Aspect Consumer Experience Survey , 76% of consumers surveyed view customer service as the true test of how much a company values them. companies alone each year due to poor customer service. A Bain & Company report shows that a 5% increase in customer retention can increase profits by 25% to 95%.

Customer Service 40

Customer Service Net Promoter Score Poor Customer Service Customer Service Representative 40