NICE inContact

SEPTEMBER 4, 2019

So much of the conversation surrounding customer service and customer experience is focused on the customer that at times we forget about the necessity of taking good care of customer service agents. What agents really need is a digital customer service solution that’s fast and easy to use.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

ShepHyken

MAY 22, 2017

Companies must learn to strike a balance between technology and human-to-human if they want to maintain an emotional connection with their customers. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. This article touches on how losing the human touch can be bad for business.

Customer Service 82

Customer Service Airlines Self Service Tips 82

ShepHyken

NOVEMBER 23, 2020

(Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. Southwest Airlines knows this – they excel by putting employees at the center of their business. As a recent report from Forbes Insights and Salesforce showed, that is the key to customer experience and revenue growth.

Customer Service 84

Customer Service Net Promoter Score Airlines Contact Center 84

ijgolding

AUGUST 12, 2018

They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management. With this in mind, how do organisations determine what really does make customers happy?

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

ijgolding

OCTOBER 19, 2015

I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other. At the centre of the chaos was a human – not an employee of SAS – the airline who had caused the problem was nowhere to be seen.

Customer Experience 120

Customer Experience Airlines Customer Centricity Customers 120

ShepHyken

APRIL 18, 2018

Or when the airlines give you a free trip or upgrade to first class based on how many miles you’ve accumulated. If you took the benefits away, would the customer continue to do business with you? When you sign up for Nike’s program, it’s about content and connection, not discounts. The third is a membership program.

Loyalty Programs 90

Loyalty Programs Loyalty Airlines Video 90

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 189

Strategy Customer Centricity Innovation Airlines 189

Beyond Philosophy

APRIL 15, 2019

Essential Considerations for Your Customer Service Culture. Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Suttle says one of the things they say is arbitrary customer service gets you arbitrary results.

Culture 115

Culture Customer Service Leadership Airlines 115

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 76

Customer Service Loyalty Airlines Loyalty Programs 76

Kayako

JANUARY 24, 2018

Did the comparison site or airline double book me? I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. But Integrations will make you more customer-centric than ever. Did my bank have an error?

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

ProProfs Chat

SEPTEMBER 20, 2019

Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Syed thus turned to Twitter and expressed his anger towards the airline. . After all, when a customer loses the luggage, they expect the issue to be resolved at the earliest.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

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

ShepHyken

JANUARY 30, 2017

My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. According to the article, customer loyalty is dropping with a big percentage of those defecting customers coming from the digital experience. For information contact or www.hyken.com.

Customer Service 48

Customer Service Airlines Social Media Software 48

Beyond Philosophy

JULY 5, 2016

There are a number of ways in which taking a humanistic approach to everything customer-related works for all stakeholders, and directly influences and impacts their behavior. Create a customer-centric human culture and set of processes. Create human connections between employee ambassadors and customers.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

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. Using the airplane’s internet, I checked to see if I would make my connection. So, I went on Twitter and direct messaged American Airlines that I was going to miss the flight. Finish Strong.

Social Media 87

Social Media Self Service Customer Service Marketing 87

C Space

DECEMBER 5, 2019

Christina Stahlkopf is an Associate Director in C Space’s Boston office and a core member of our Global Research Team, Christina turns stats to stories and is a lead architect of our annual Customer Experience Code (CXC) Study, which connects key brand relationship behaviors to stronger business performance. That hasn’t changed.

Net Promoter Score 52

Net Promoter Score Connections Brands Innovation 52

CX Journey

MARCH 12, 2015

Employee Engagement: The “I” Point of View Employee engagement is the functional and emotional connection that employees have with an organization. Organizational Culture: The “We” Point of View We like Herb Kelleher’s (former CEO of Southwest Airlines) definition of organizational culture: “Culture is what people do when no one is looking.”

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

Beyond Philosophy

JUNE 11, 2015

They build genuine passion for, and bonding with, the brand by creating a more human, emotional connection. Trader Joe’s does not have a customer loyalty program. Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Experience Investigators by 360Connext

MAY 23, 2019

Naturally, I shared with this group of leaders the connections between learning, development, training, and hiring to customer experience. Here are just a few ways collaboration is what’s next in customer experience, whether or not your organization is ready for it! Customer Focus Means Cooperation, Even with Competition.

Net Promoter Score 40

Net Promoter Score Social Media Fashion Airlines 40

Qualtrics

JULY 3, 2019

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. After college, I worked as a structural engineer at an airline and the job was very customer-focused. After college, I worked as a structural engineer at an airline and the job was very customer-focused.

Software 36

Software Airlines Course Leadership 36

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Airlines don’t either. Buses in London don’t take cash.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ShepHyken

SEPTEMBER 26, 2016

My Comment: The contact center can be the focus of how a customer rates a company’s customer service. Now, there are multiple channels for the customer to use to connect to a company. Conversocial) The stats are loud and clear, and we’ve heard them over and over again: the cost for bad customer service is high. “78%

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

Course 154

Course Training Competitive Advantage Customer Retention 154

Kustomer

JANUARY 21, 2021

As Steve mentions, “The ultimate outcome of being customer focused is to have a sustainable business. Creating a high-level customer experience and aligning with a customer-centric company culture will surely bring a more sustainable and successful business. Furthermore, find your first win and build upon it.

B2B 95

B2B Company B2C Customer Centricity 95

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Airlines don’t either. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Airlines don’t either. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Peter Lavers

MARCH 17, 2015

There’s a view that ‘real’ innovation is all about anticipating what customers will want before they even know that they want or need it. Budget airlines have founded their business models on agility and easy self-service automation. That’s only partly true! LIQUID CONTENT.

Innovation 40

Innovation Customer Experience Self Service Effort Score 40

ShepHyken

MARCH 7, 2022

So, when I read this article about handling belligerent customers from retail expert Bob Phibbs, I had to include it in this roundup. Bob shares his story about losing his temper with an airline employee who eventually fixed a problem in under a minute. As much as you may enjoy Bob’s story, you’ll enjoy the lessons even more.

Customer Service 12

Customer Service Self Service Retail Airlines 12

ProProfs Chat

DECEMBER 23, 2019

ProProfs Live Chat also helps your operators understand the customer pain-points and improve response time to make sure that no customer feels left out. This allows you to boost customer satisfaction and keeps customers delighted. Remember that emotional connections are the ones that you recall and retain.

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

LiveChat

AUGUST 3, 2018

Like nearly every other business today, your business is likely sitting on a trove of valuable customer information. A strong CRM platform like Microsoft’s Dynamics 365 or Zoho CRM helps you connect the dots with ease during every single customer interaction. to tailor communications that are hyper relevant to each customer.

Customer Focused 28

Customer Focused Company Multi-Channel Airlines 28

Lumoa

AUGUST 25, 2020

You probably want to learn what superior (not “good”) customer experience is about. The customer experience quotes we’ve selected for this article will help motivate you and your team to become more customer-focused. “Memorable customer service can only take place in a human-to-human situation.”

Customer Experience 208

Customer Experience Self Service Advertising Customers 208

Storyminers

JULY 6, 2020

Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. He is an expert in transforming how employees work with customers through multiple digital marketing strategies. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

Kustomer

MAY 28, 2020

.” And I love that because you know, in your life you’re getting some beautifully easy, seamless, zero friction, personalized customer experiences from companies like Spotify and Netflix and Amazon and Apple products. And if you want to learn more about me, I would love to connect with your listeners.

Culture 52

Culture Customers Competitive Advantage Innovation 52

Storyminers

JULY 6, 2020

Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. He is an expert in transforming how employees work with customers through multiple digital marketing strategies. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Vonage

NOVEMBER 24, 2015

They want to leave the plane, see a gate agent, call reservations or take some other action to avoid missing connections or being late to their destination. Sometimes, passengers seem to think that bad weather is the airlines’ fault, but nobody seemed to have that opinion on that day. I’m one of those passengers.

Customer Service 120

Customer Service Airlines Customers Examples 120

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