ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride. (IT by Scott Kendrick.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

Experience Investigators by 360Connext

APRIL 28, 2017

Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. The result of reducing YEARS off the wait time for one region illustrates the power of customer experience! Save 1,000 words.

Case Study 152

Case Study Airlines Conference Wait Times 152

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. The expectations of management can be misdirected. It’s a lose-lose situation!

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

ShepHyken

OCTOBER 18, 2021

And the change is good for both the customer and the business willing to keep up with the changes. United Airlines Partners With Paypal for Contactless Onboard Purchases by Alison Fox. Is United Airlines just another business accepting online payments? And I predict we won’t even need a phone in the future. But, I digress.

Customer Service 84

Customer Service Airlines Feedback Social Media 84

ShepHyken

MAY 22, 2017

SmartBrief) Early in my career, I worked for an incredible general manager that taught me a lot of C.R.A.P. Companies must learn to strike a balance between technology and human-to-human if they want to maintain an emotional connection with their customers. Sometimes it’s the little things that make a difference.

Customer Service 82

Customer Service Airlines Self Service Tips 82

ijgolding

JANUARY 19, 2016

Whilst it is obviously not the only nation to invent and create; many innovations – especially those related to business and management principles – are very much led by US based organisations first. The cabin crew on my American Airlines flight to Miami were…. Most of my experiences were just the same as always – unmemorable.

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120

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

ijgolding

OCTOBER 19, 2015

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. 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.

Customer Experience 120

Customer Experience Airlines Customer Centricity Customers 120

ShepHyken

NOVEMBER 1, 2017

As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. I asked them what kind of customer service training they received from the companies they worked for. It’s constantly reinforced.

Customer Service Training 98

Customer Service Training Training Customer Service Airlines 98

Beyond Philosophy

DECEMBER 11, 2014

In the final of our series of nine posts about the parts of your organization that affect Customer Centricity, we have the Top Ten Mistakes Cultures Make with Customer Experience : Senior management and back office employees are not spending time with Customers. This revealed how they thought of Customers.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

ShepHyken

JULY 30, 2018

My Comment: When it comes to customer experience, there is much we can learn from the airline business. In spite of problems that cause passengers to be upset with the airlines, they have really defined some good success-criteria worth paying attention to. Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

ShepHyken

JUNE 4, 2018

Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. CustomerThink) Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s expectations. Feldberg & Tami Kim.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

MAY 15, 2017

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! Well they are much more than that, becoming a resource of different solutions that are focused on customer engagement.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ShepHyken

DECEMBER 3, 2018

On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience. The Mount Rushmore of Customer Service Leaders by John DiJulius. This is the way everyone should think.

Customer Service 102

Customer Service Retail Airlines Social Media 102

Support EXP

JUNE 21, 2022

From irate airline passengers to “hangry” restaurant patrons given the wrong order, we see more examples every day of customer service gone bad. What is causing customers to so quickly give in to their tempers? The best way to manage a potentially volatile customer encounter is to prevent it from becoming one in the first place.

Banking 52

Banking Airlines Financial Customer Expectations 52

Support EXP

JUNE 21, 2022

From irate airline passengers to “hangry” restaurant patrons given the wrong order, we see more examples every day of customer service gone bad. What is causing customers to so quickly give in to their tempers? The best way to manage a potentially volatile customer encounter is to prevent it from becoming one in the first place.

Banking 52

Banking Airlines Financial Customer Expectations 52

Support EXP

JUNE 21, 2022

Takeaways: Customers are angrier than ever because of subpar service experiences, and they are increasingly likely to express their dissatisfaction. Customer satisfaction occurs when service delivery meets expectations; frustration results when the experience does NOT live up to the expectation.

Banking 52

Banking Airlines Customer Expectations Financial 52

CSM Magazine

JULY 3, 2017

‘Canity’ helping overcome bad customer service. A phone call from entrepreneur and customer service guru Kym Illman to his airline carrier recently ended in him providing the unwitting call centre staff member with some on-the-spot training in phone skills. Messages On Hold and Canity Head, Kym Illman.

Airlines 73

Airlines Video Training Social Media 73

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

Answer Dash

MAY 14, 2018

The manager of the station looked agitated. The manager snapped back, “Well, what do you think she will expect the next time?” Within a matter of seconds, there was an airline employee there to help me. The person was there, looking for opportunities to help customers. We’re self-service, you know.” I was just being nice.”

Self Service 77

Self Service Customer Service Customer Experience Airlines 77

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

OCTOBER 12, 2020

During the COVID-19 pandemic, the concept of empathy has emerged as an important way to communicate with customers, and may very well turn out to be the business “word of the year.”. Four proven ways to foster stronger customer loyalty by Liem Viet Ngo. If you want a comfortable first-class seat, this airline is not for you.

Customer Service 78

Customer Service Loyalty Airlines Meeting 78

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations.

Culture 115

Culture Customer Service Leadership Airlines 115

Verint

AUGUST 24, 2017

At a recent Technology Association of Georgia (TAG) Customer Relationship Management / Customer Experience event at the Atlanta Tech Village , the GM of Advanced Analytics and Data Science from a major airline took part in a panel on predictive analytics and artificial intelligence.

Analytics 34

Analytics Customer Engagement Engagement Strategy 34

ShepHyken

JANUARY 30, 2017

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. 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

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

ShepHyken

JUNE 20, 2016

(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. The author shares nine specific tactics and strategies that these companies excel at to achieve customer centricity.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

AUGUST 14, 2017

Will AI Replace Humans In The Customer Service Industry? Forbes) On the heels of several recent high-profile customer service debacles in the airline industry, it’s clear that how you treat your customers can make or break your company and its reputation. by Tiago Paiva. Did video kill the radio star?)

Customer Service 79

Customer Service Retail Airlines Innovation 79

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 60

Customer Centricity Omni-Channel Company Banking 60

Customer Enthusiast

JUNE 1, 2015

My response was that it’s the same challenge companies faced last year, the year before that, and even 28 years ago: inconsistency of customer service quality and the customer experience. Today, the same meaning is applied to ‘touchpoints along the customer journey’.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

Customer Enthusiast

JUNE 1, 2015

My response was that it’s the same challenge companies faced last year, the year before that, and even 28 years ago: inconsistency of customer service quality and the customer experience. Today, the same meaning is applied to ‘touchpoints along the customer journey’.

Self Service 40

Self Service Airlines Exceptional Customer Service Omni-Channel 40

CX Journey

MARCH 12, 2015

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.” Prompts might include: “We know who is responsible for the customer.” Management), “We share stories about customers.”

Culture 80

Culture Engagement Employee Engagement Customer Centricity 80

Beyond Philosophy

JUNE 11, 2015

Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs. Certainly, frequent flyers have been bitterly complaining about these airlines, and the “quite shameful” and “blow to the solar plexus” moves, on social media and online forums.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

Customer Bliss

JULY 19, 2018

In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception. Customer Experience Leadership Means Being a Team Player.

Customer Focused 129

Customer Focused Multi-Channel How To e-support 129

CSM Magazine

JUNE 21, 2018

A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. The problem was really the management.) The airline went bankrupt and eventually was merged with a larger competitor. Frontline Fanatics. The company would probably go bankrupt!

Company 40

Company Customer Experience Net Promoter Score Effort Score 40

ijgolding

JULY 19, 2016

The CEO in question is Dame Carolyn McCall – the CEO of the UK based airline, Easyjet. If you have not come across them, to put the size of the organisation into context, In 2014, EasyJet carried more than 65 million passengers, making it the second-largest airline in Europe by number of passengers carried, behind Ryanair.

Customer Focused 120

Customer Focused Examples Customer Centricity Airlines 120