ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. million customers.

Customer Service 155

Customer Service Airlines Tips Customer Service Strategies 155

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” She was the perfect frontliner for American Airlines – or for that matter, any type of business. . No faking it.

Airlines 128

Airlines Customer Service Training Course Engagement 128

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk. My Comment: Full disclosure: I do most of my flying on American Airlines.

Airlines 99

Airlines Customer Service Automotive Omni-Channel 99

Answer Dash

MAY 14, 2018

Customer Service Add-On Back when I was in college I worked at a self-service gas station. I’m probably dating myself, but this was at a time when gas stations were just converting over from full-service to self-service. I then ran out to help the next customer. No, we collected the money on the drive.

Self Service 77

Self Service Customer Service Customer Experience Airlines 77

ShepHyken

MARCH 6, 2019

I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. The customer service agent was happy to accommodate my request. I called the airline back and, once again, they were happy to accommodate my request. She was a model customer service agent; friendly and helpful.

Airlines 112

Airlines Customer Service Training Travel Training 112

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? Managing the Fragile Customer Experience by Laurent Bride. (IT They know what good service is and expect it.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

JULY 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . My Comment: How do you deliver a better customer experience? Here are my top five picks from last week.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Your customers will thank you, and they’ll be much more likely to share their positive experience with friends, family, and social media followers. Here are my top five picks from last week.

Customer Service 84

Customer Service Airlines Feedback Social Media 84

ShepHyken

APRIL 17, 2019

So, a customer might tolerate a certain amount of pain in the form of poor service or friction and live with it until it becomes so bad they feel forced to switch. The type of business that keeps customers by making it difficult to leave is known as a sticky business. He didn’t like the way big airlines treated customers.

Airlines 98

Airlines Banking Software Customer Service Training 98

ShepHyken

APRIL 19, 2017

Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. Airline personnel get angry. And, that goes for all other airline personnel. This great story starts with some bad news that was out of the airline’s control.

Airlines 87

Airlines Policies Government Travel 87

ShepHyken

MAY 31, 2017

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. Maybe your organization is truly customer-focused.

Airlines 83

Airlines Customer Focused Customer Service Training Culture 83

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience.

Customer Service 80

Customer Service Airlines Wireless Retail 80

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. We look at their employee experience.

Customer Service 84

Customer Service Net Promoter Score Airlines Contact Center 84

ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online resources. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. Fundera) Customer appreciation doesn’t have to be complicated or expensive. 7 Powerful Customer Service Phone Tips by Pascal van Opzeeland.

Customer Service 82

Customer Service Airlines Self Service Tips 82

ShepHyken

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. But, what about when it comes to customer service?

Airlines 96

Airlines Hotels Loyalty Programs Loyalty 96

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

Customer Service 96

Customer Service Airlines Chatbots Resources 96

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar.

Customer Service 81

Customer Service Airlines Employee Engagement Rewards Programs 81

ShepHyken

JUNE 5, 2017

Each week I read a number of customer service and experience articles from various online resources. This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses. My Comment: The airline industry is a hot topic in the world of customer service.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. SmartBrief) As any business road warrior will tell you, air travel these days is far from a relaxing experience. The Mount Rushmore of Customer Service Leaders by John DiJulius. by Manish Nepal .

Customer Service 102

Customer Service Retail Airlines Social Media 102

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. 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.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

JUNE 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. Customer is the ultimate king.

Customer Service 83

Customer Service Airlines Tips Retail 83

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. My Comment: The title might surprise you; “Stop Trying to Delight Your Customers.” Feldberg & Tami Kim.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. 10 Content Marketing and Customer Experience All-Stars by James A. A Quality Perspective From a Recent Flying Experience by Jeremy Watkin. What a Customer First Strategy Means Today by Denyse Drummond-Dunn.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ShepHyken

OCTOBER 12, 2020

Each week I read a number of customer service and customer experience articles from various resources. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. The author includes five customer loyalty strategies, the first one being empathy. That’s what caught my eye.

Customer Service 78

Customer Service Loyalty Airlines Meeting 78

ShepHyken

APRIL 18, 2018

A Wikipedia definition of a loyalty program summed it up well: Loyalty programs are structured marketing strategies designed by merchants to encourage customers to continue to shop at or use the services of businesses associated with each program. If you took the benefits away, would the customer continue to do business with you?

Loyalty Programs 90

Loyalty Programs Loyalty Airlines Video 90

ShepHyken

APRIL 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. Improve customer loyalty and retention by focusing on relationships by Sarah Olson. The first is based on creating enough value through the experience the customer would never want to go anywhere else.

Customer Service 76

Customer Service Loyalty Airlines Loyalty Programs 76

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. Harvard Business Review) Customer service seems like common sense for businesses. But how valuable is it really?

Customer Service 90

Customer Service Chatbots Wireless Airlines 90

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday!

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ShepHyken

AUGUST 14, 2017

Each week I read a number of customer service and experience articles from various online resources. Seth Godin) We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care. It’s simple: Care about your customers. to your customers.

Customer Service 79

Customer Service Retail Airlines Innovation 79

ShepHyken

AUGUST 16, 2016

Have you ever had a customer tell you how to do your job? But, what if the customer was right and the employee was wrong? I have high status on several airlines and one of the perks the airlines offer to their frequent fliers with “status” is to fly standby for earlier flights at no charge. Empathy and Respect.

Airlines 48

Airlines How To Training Customer Service Training 48

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

AUGUST 10, 2016

Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. People complain and joke about some of their experiences with government agencies. Other industries, such as the airlines and cell phone service providers are doing their best to improve.

Airlines 48

Airlines Policies Government Guidelines 48

ShepHyken

JANUARY 30, 2017

Each week I read a number of customer service articles from various online resources. My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. Keep these in mind the next time a customer service crisis occurs.

Customer Service 48

Customer Service Airlines Social Media Software 48

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. Even millions!

Social Media 87

Social Media Self Service Customer Service Marketing 87