Maru/HUB

JANUARY 22, 2018

Tellingly, the study showed that 86 percent of consumers are prepared to pay more for better customer experience. To conquer the Customer Experience battleground, each experience must be personalised. Generic emails and automated voices miss that true interaction between a customer and an organisation.

Customer Experience 79

Customer Experience B2C Airlines Study 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. And it all started with a commitment to great customer service. 1) Good customer service starts with a smile.

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

C3Centricity

DECEMBER 3, 2018

Read on for some of the most useful tips I’ve seen on the topic of adopting a customer first strategy. A customer first strategy is not that difficult to implement. Just think customer first in everything you do! CustomerFirst #CEX #CRM #Customer Click To Tweet. What do you think?

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. My Comment: Not only is this article filled with important information about how to focus on the customer experience (CX), it is also entertaining.

Customer Service 82

Customer Service Social Media Retail Transportation 82

Vonage

NOVEMBER 24, 2016

We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. This can be done with simple eye contact, a tip of your head or a momentary opening of your hand. The best style to choose will depend on the customer service culture in your establishment. Extend an offer to help.

Culture 120

Culture Customer Service Entertainment Hospitality 120

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

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

Natalie Petouhof

AUGUST 13, 2015

Operationalizing Social Customer Care on Twitter. One way to operationalize a brand’s ability to track and interact with Customer Service and Twitter is to consider Twitter’s new data and functionality to create improved and transformative customer service solutions for brands.

Customer Service 40

Customer Service Social Media Airlines Hotels 40

Comm100

AUGUST 23, 2018

Starbucks’ mobile app has other interesting features that further improve the customer experience, including digital tipping, Shake to Pay, and a rewards system that incentivizes purchases by offering free food and drinks. The app even tells customers the songs playing in-store and lets them save the music to a playlist on Spotify.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

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

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

Kustomer

OCTOBER 1, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Douglas Kramon , Senior Director of Fan Support & Customer Care Operations at ESPN, to discuss how customer care drives customer experience. Fan Support. All right, welcome everybody.

Sports 52

Sports Self Service Customer Care Customers 52

Stella Connect

JUNE 5, 2017

Conversocial makes social customer care look effortless. Leading global brands from Audi to Alaska Airlines rely on Conversocial to assign the right agent at the right time, resolve customer issues in real time, simplify case management, and strengthen customer relationships. 5 Must-Visit Sponsor Booths.

Call Center 40

Call Center Contact Center Conference CRM 40

SurveySensum

MAY 20, 2020

Analyzing this massive shift of the users to smartphones, many brands have come up with tips to make a smartphone customer experience as smooth as possible. And indeed, they will have the opportunity to convert the millions whom they serve in these trying times into their long-term customers.

Omni-Channel 52

Omni-Channel Customer Experience Social Media Healthcare 52