Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

ShepHyken

MARCH 26, 2018

Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines. How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

NICE inContact

OCTOBER 4, 2019

Now what would be really cool — the holy grail of real-time social customer care — would be if you got a response while you were still in the store. In a desperate attempt to make the connection, you tweet your airline #pleasewait! And what if you are on the move, without laptop access and in a hurry to catch a flight?

Airlines 138

Airlines Social Media Travel Metrics 138

Lithium

SEPTEMBER 29, 2022

The frustrations of dealing with the various customer care teams aren't generally baked into their travel plans. It's crucial that you stay relevant with the new customers but in a way that might alienate your current customer base. Irish Airline Ryanair has taken this in stride with their viral TikTok account.

Hospitality 52

Hospitality Brands Travel Airlines 52

Zeisler Consulting

DECEMBER 8, 2021

Our airline teamed with a company that, theoretically was supposed to aid us in locating a testing facility, scheduling and paying for a test, and directly uploading the results into our airline’s system so that—again, in theory—we’d not even have to bring any sort of paperwork along when we flew out. Their reaction to my email?

Airlines 72

Airlines Travel Brands Touchpoint 72

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. Delivering empathetic care can’t be done by a bot.

Chatbots 52

Chatbots Strategy Airlines Self Service 52

Interactions

APRIL 29, 2022

According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”. Travel and Hospitality.

Industry 62

Industry Contact Center Airlines Wait Times 62

Hallmark Business Connections

OCTOBER 27, 2020

Giving employees permission to be empathetic is as simple as giving them the time and tools they need to put kindness and care into action. Alaska Airlines, for example, encourages employees to engage customers on a human level before taking any other action.

Company 98

Company Airlines Telecommunications Social Media 98

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

ROI 45

ROI Social Media Airlines Customer Service 45

ShepHyken

MAY 29, 2017

My Comment: What United Airlines scandal! The day or two after the scandal where a United Airlines passenger was physically and brutally removed from the plane, the stock plummeted and United lost almost a billion dollars in value. One analyst explains why. Well not even two months later the stock is up 11% and touched a new high.

Customer Service 96

Customer Service Airlines Chatbots Resources 96

Currency Alliance

APRIL 15, 2024

This means that loyalty programs are now a more important channel for customer acquisition and retention than ever before. Customer frequency is partly determined by the nature of your business. On the other hand, 60-70% of customers may be motivated to redeem in the currency of a partnered airline or hotel.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. It happens throughout the entire company. It must be part of the company’s culture. – Shep Hyken.

Customer Service 85

Customer Service Airlines Culture Survey 85

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Train your Staff to Become Customer-centric How do you create a customer-centric culture?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ijgolding

FEBRUARY 13, 2018

One will focus purely on acquiring customers, including running digital marketing campaigns. Five will focus on customer service, with responsibility for leading a customer care team and overseeing complaints and continuous improvement. But these roles are not entirely what they appear to be.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof. Finish Strong.

Social Media 87

Social Media Self Service Customer Service Marketing 87

BlueOcean

APRIL 20, 2023

But one day, he came in the office and said that he had applied at Copa Airlines to be a flight attendant. SH : Yes, of course. There was an agent that I truly loved. He was just a great kid and a hard worker. But there was a catch: He couldn’t pass the swim test.

Contact Center 156

Contact Center Culture Course Training 156

Conversocial

AUGUST 17, 2021

At Conversocial, the majority of our partners in the transport sector fall within two categories - airlines and train operators. It’s going to be months, probably years, before it returns to pre-pandemic levels. If it ever does.

Travel 52

Travel Transportation Airlines Consumers 52

CSM Magazine

AUGUST 22, 2019

We all have at least one thing in common – we’re passionate about Customer care. The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Interactions

JANUARY 29, 2019

We’ve talked about how to choose the right technology for your customer care strategy and how an automated customer care solution can take your customer experience to the next level. One of those solutions, conversational AI, is becoming quite a buzzword in the customer care industry.

Airlines 48

Airlines Customer Care eBook Contact Center 48

ijgolding

DECEMBER 14, 2016

Do your people ‘make’ your Customer Experience’? Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. When talking about customer care, they state: At Specsavers, we aim to bring you the highest standards of service and expertise.

Customer Experience 120

Customer Experience Advertising Airlines Leadership 120

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. Read Shep’s latest Forbes article: Do Airline Passengers Have The Right To Recline?

Roadmap 116

Roadmap Sales Case Study Airlines 116

Maru/HUB

JANUARY 22, 2018

Generic emails and automated voices miss that true interaction between a customer and an organisation. Always include names, that is, the customer’s name but also your name. Would you rather receive an email from ‘Ann’ or from ‘the customer care team’?

Customer Experience 79

Customer Experience B2C Airlines Study 79

ShepHyken

JUNE 6, 2018

I notice the same type of behavior happens with airlines and hotels. It’s easy to spot the frequent traveler by the way they are treated by airline and hotel employees. So, it appears that frequency might warrant a better customer experience. The same might go for how much a customer spends.

Airlines 96

Airlines Hotels Loyalty Programs Loyalty 96

Second to None

MARCH 30, 2018

Here are three fundamental tools for building a superior customer-service strategy. I recently had a meeting with a marketing executive from an airline. But it’s their customers—their very pissed-off customers—who are doing the marketing for them. Think beyond marketing. I asked him how his marketing campaigns were going.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Lithium

AUGUST 21, 2019

If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook. Think of social media monitoring as a brand’s customer support over social media. What is social media monitoring? Issues or complaints.

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook. Think of social media monitoring as a brand’s customer support over social media. What is social media monitoring? Issues or complaints.

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook. Think of social media monitoring as a brand’s customer support over social media. What is social media monitoring? Issues or complaints.

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook. Think of social media monitoring as a brand’s customer support over social media. What is social media monitoring? Issues or complaints.

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

ShepHyken

JANUARY 18, 2019

It’d be like getting on an airline that’s committed to a great in-flight experience, but the pilot’s messages can only be 30 seconds in length, flight attendant interactions are limited, and you have a brief survey at the end asking how your peanuts were. Would you consider that a great customer experience?

Customer Experience 94

Customer Experience Contact Center Airlines Average Handle Time 94

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

ProProfs Chat

DECEMBER 27, 2018

Basically, it is a tool that aids customer support teams to track requests of end users and effectively resolve customer-care related issues. The software enables you to track, handle, and resolve customer queries effectively. It helps to streamline customer support process; making your agent’s life easy.

Software 73

Software e-support Airlines Customer Retention 73

Help.com

FEBRUARY 28, 2016

According to Gartner , failure to respond via social channels can lead to up to a 15% increase in churn rate for existing customers. On the other hand, if your tweet were to go ignored, the brand would likely lose a customer for good. We’ve never really had a way to gauge customer satisfaction in Twitter before now.

Tools 100

Tools Customer Service Social Media Airlines 100

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

TechSee

JULY 24, 2018

Visual communication creates intimacy and strengthens the connection between the organization’s representative and the customer, turning it into an interaction between two fellow human beings. Visual engagement has been proven to be a transformative medium for providing customer care.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

ShepHyken

MARCH 24, 2017

Suddenly, each airline had its own website, with its own esoteric booking system, full of opaque requirements and mandatory fields. Add in the confusing multitude of airline ticket aggregators and obscure credit card rules, and you have a recipe for a headache. Then the internet arrived with its promise of increasing efficiency.

Company 91

Company Customer Experience Airlines Chatbots 91

Experience Investigators by 360Connext

JANUARY 26, 2015

As customers, we don’t see the difference between our corner coffee shop and a multinational corporation. So customers tell me, again and again, that I should really pitch this improvement idea to three industries. It is a often a price-based customer battlefield. Social Customer Care: Best Practices for Major Engagement.

Industry 110

Industry Customer Experience Social Media Leadership 110