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. Positive feedback. 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. Positive feedback. 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. Positive feedback. 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. Positive feedback. What is social media monitoring? Issues or complaints.

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

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

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

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. Last week Twitter announced the launch of new Direct Messaging and Customer Feedback tools.

Tools 100

Tools Customer Service Social Media Airlines 100

ProProfs Chat

JANUARY 17, 2020

Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. . Negative Customer Feedback. Complaints are different than receiving negative customer feedback. Basically, a customer ranting on any channel regarding a bad customer experience is a complaint.

Customer Service 97

Customer Service Social Media Poor Customer Service Feedback 97

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 customer service tool is integrated with survey maker to capture real-time customer feedback. Business Goal #6 – Customer Retention.

Software 73

Software e-support Airlines Customer Retention 73

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

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

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

Comm100

NOVEMBER 6, 2017

Blocking negative feedback is also a way of showing your customers that you can’t take the heat. It isn’t hard to miss the mark when it comes to canned responses, especially if you aren’t reading all of what your customers wrote, or taking time to understand what they have to say. Takeaway: Be careful what you hashtag.

Social Media 153

Social Media Examples Customer Service Tips 153

ProProfs Chat

DECEMBER 22, 2019

Your business will be recognized for outstanding customer services that always strive to deliver unique value to their customers. Implementing a proactive customer strategy is not a big deal, and you can easily switch to this approach without making any massive changes in infrastructure or huge investments.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

Think Customers

AUGUST 31, 2020

At TTEC, we’ve been helping clients empower their front-line staff to make recommendations on how to solve customer pain points and improve the customer experience using their deep domain expertise and insights. It’s not a secret that customers value their time and appreciate brands that recognize this.

Loyalty 52

Loyalty Company Net Promoter Score Contact Center 52

Qualtrics

APRIL 22, 2020

Find out how Conjoint/MaxDiff can help you use real-time feedback to develop the products and services your customers need both now, and as you emerge from the other side of the coronavirus crisis. Food and beverage companies, cruise lines, airlines, and hotels are facing some unique challenges as people are forced to stay home.

Hospitality 29

Hospitality Retail Rewards Programs Analysis 29

Comm100

SEPTEMBER 5, 2014

The advent of social media has had a huge impact on the customer service industry. Not only can people go directly to companies and get quick feedback on their questions and problems, but they can also call out businesses in a public forum, making it all the more important for their questions to be answered quickly and efficiently.

Social Media 113

Social Media Tips Customer Service Customer Service Representative 113

Comm100

AUGUST 23, 2018

Get on Board: Consider what your customers need, and how you can meet these needs in your company app. For example, if your customers need simple, on-the-go access to customer care, consider adding mobile live chat to your app (for an example of this, look no further than the GEICO Mobile App ). Who is doing this right?

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Stella Connect

JUNE 5, 2017

EVP and Chief Customer Officer, Frontier Communications. We’ve seen it in case after case: the transformative effect agent-level feedback has on contact center morale, management, performance, hiring, and retention. Conversocial makes social customer care look effortless. Cecilia will share the impact and the results.

Call Center 40

Call Center Contact Center Conference CRM 40

Storyminers

JULY 6, 2020

Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Kustomer

OCTOBER 8, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Irene Griffin , to discuss building better customer relationships through an empathy-driven support model. Irene is currently leading the customer care team at FranConnect. A Playbook for Empathetic CX.

Customers 52

Customers Airlines Customer Service Customer Experience 52

Storyminers

JULY 6, 2020

Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This!

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Service Untitled

SEPTEMBER 3, 2010

Are the customer care professionals who work with Centurion card members hired for that position or do they need a certain amount of years’ experience before they can move up to a role like that? This information is important because we adjust each customer care professionals’ incentive plan based on the customer’s feedback.

Customer Care 41

Customer Care Average Handle Time Call Center Travel 41

Kustomer

OCTOBER 22, 2020

With the new COVID-19 business-scape, highly anxious customers have been on the rise and the burden of customer care agents has been significantly increased to the point where they are overwhelmed. Companies are integrating AI into their CX to get a better handle on customer care.

Customer Expectations 69

Customer Expectations Management Communication Customers 69

Kustomer

SEPTEMBER 7, 2022

Every time, if you’re, for example, an airline and you’re going to constantly be tweaking your refund policy, right? So that would be my feedback to customer service and C level folks all across the globe. So you can’t go to IT and ask them, you need a three day turnaround on updating something.

Customer Expectations 98

Customer Expectations Management Communication Customers 98

Kustomer

OCTOBER 22, 2020

With the new COVID-19 business-scape, highly anxious customers have been on the rise and the burden of customer care agents has been significantly increased to the point where they are overwhelmed. Companies are integrating AI into their CX to get a better handle on customer care.

Customer Expectations 52

Customer Expectations Management Communication Customers 52

Qualtrics

AUGUST 1, 2019

Below are seven customer service stories of companies going above and beyond to provide good customer service. JetBlue – Thank frequent customers with small gestures. It’s convenient for the customer because they don’t have to sit around a repair shop and it can be scheduled on their own time.

Omni-Channel 8

Omni-Channel Examples Customer Service eBook 8