ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. So, I went on Twitter and direct messaged American Airlines that I was going to miss the flight. That’s the way social customer care should be handled. Plus, self-service is available 24/7.

Social Media 87

Social Media Self Service Customer Service Marketing 87

ijgolding

JANUARY 19, 2016

They have tried to make the experience more ‘accessible’ – you complete most of the immigration process on self-service terminals – the only problem is that the terminals are not that intuitive. The cabin crew on my American Airlines flight to Miami were…. I spent five minutes arguing with the machine!!!

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120

Verint

JANUARY 17, 2018

Here are a couple of automation innovation examples powered by Next IT: At Alaska Airlines , the " Ask Jenn" intelligent virtual assistant (IVA) provides customers and Alaska Airlines employees an efficient and modern self-service experience.

Self Service 36

Self Service Innovation Airlines Competitive Advantage 36

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

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

West Monroe

JUNE 8, 2018

One of the drivers for change is heightened customer expectations for choice, control, and convenience – similar to what they receive from other competitive suppliers. Technology options are also driving change, such as smart homes and behind the meter components, chat bots, and other self-service features.

Loyalty 40

Loyalty Self Service Chatbots Retail 40

Peter Lavers

MARCH 17, 2015

There’s a view that ‘real’ innovation is all about anticipating what customers will want before they even know that they want or need it. Budget airlines have founded their business models on agility and easy self-service automation. That’s only partly true!

Innovation 40

Innovation Customer Experience Self Service Effort Score 40

ShepHyken

MARCH 7, 2022

So, when I read this article about handling belligerent customers from retail expert Bob Phibbs, I had to include it in this roundup. Bob shares his story about losing his temper with an airline employee who eventually fixed a problem in under a minute. Good customer service can help your content strategy.

Customer Service 13

Customer Service Self Service Retail Airlines 13

Tricia Morris

JUNE 26, 2015

Work to deliver satisfying service that not only retains customers, but that leaves such a positive impression or is so effortless that customers will talk or tweet about it to others. Every single one of those have gone bankrupt because they didn’t have customer service.

Customer Service 40

Customer Service Net Promoter Score Poor Customer Service Customer Service Representative 40

Lumoa

AUGUST 25, 2020

You probably want to learn what superior (not “good”) customer experience is about. The customer experience quotes we’ve selected for this article will help motivate you and your team to become more customer-focused. The best form of customer service is self-service. Not just buyers.

Customer Experience 208

Customer Experience Self Service Advertising Customers 208

C Space

MAY 22, 2020

United Airlines has announced a new sanitization and cleaning initiative called United CleanPlus that will include a partnership with the cleaning products company Clorox. Safety has always been our top priority, and right now in the midst of an unprecedented crisis, it’s our singular customer focus,” said United CEO Scott Kirby. “We

Brands 52

Brands Travel Hotels Airlines 52