Brad Cleveland Blog

FEBRUARY 14, 2020

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. It’s called doing things.” ” He makes a great point.

Customer Service Strategies 29

Customer Service Strategies Strategy Customer Service Airlines 29

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you choose to fly with this airline over the others? .

Fashion 126

Fashion Self Service Interaction Airlines 126

ShepHyken

AUGUST 3, 2022

No employee should be treated poorly by customers. . The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Have a recording that directs the customers with lost luggage to call the airline they used.

Airlines 131

Airlines Leadership Training Customer Service Training 131

ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. But, in the airline business, two minutes is a big deal. Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better.

Airlines 84

Airlines Customer Journeys Groups Customer Service Training 84

CSM Magazine

AUGUST 22, 2019

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. Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

ShepHyken

AUGUST 17, 2022

Carlzon was president of Scandinavian Airlines, and he used this concept to turn a sub-par airline into one of the most admired airlines in the industry. He had plenty of examples of how various interactions passengers had with the airline’s employees created an experience that made them want to return and do business again.

Airlines 131

Airlines Comparison Advertising Customer Service Training 131

ShepHyken

JANUARY 10, 2024

It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. Because it’s a different airline, it takes an extra couple of steps, and she didn’t want to do it.” Yes, the second agent took great care of me. I booked an international trip for a speaking engagement. What was it?

Travel 92

Travel Customer Service Airlines Poor Customer Service 92

ShepHyken

FEBRUARY 13, 2024

Whether the customer drives a $25,000 Ford or a $250,000 Ferrari, if they are treated poorly, they aren’t coming back. Regardless of what store you go to, what hotel you stay at, what airline you fly, and what car dealership you do business with, it’s not about the grandeur or the glamour. It’s about how businesses make us feel.

Customer Experience 138

Customer Experience Transportation Hotels Airlines 138

Brad Cleveland Blog

FEBRUARY 14, 2020

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. It’s called doing things.” ” He makes a great point.

Customer Service Strategies 20

Customer Service Strategies Strategy Customer Service Airlines 20

Kustomer

JANUARY 2, 2024

Here is a collection of some viral customer service moments this year, and how brands can learn from these experiences to improve their offerings and ultimately build trust and loyalty among consumers. He calmly explained every sound and bump, holding her hand when the passenger was scared.

Customer Service 105

Customer Service Wait Times Airlines Social Media 105

ShepHyken

FEBRUARY 6, 2024

The captain of the flight was notified and, in the name of safety, made the decision to take the plane out of service. He announced to the passengers exactly what had happened and what the airline would do about it, which was to get everyone and their bags off the plane and onto a different plane.

Communication 90

Communication Airlines Customer Service Training Leadership 90

ShepHyken

NOVEMBER 5, 2018

(The Michelli Experience) Recently, a new client of mine said, “Just like everyone else I want to differentiate my business through the customer experiences I provide, but quite frankly I’ve tried a lot of things and am not seeing any sustained improvement.”. That is what will turn a good customer experience into a great customer experience.

Customer Service 80

Customer Service Airlines Wireless Retail 80

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 rebooked me on the later flight. Sure enough, there was.

Airlines 112

Airlines Customer Service Training Travel Training 112

ShepHyken

MAY 16, 2022

Business Travel News) Southwest Airlines plans to invest more than $2 billion on enhancing its customer experience, the carrier announced Wednesday, the same day it was named as the carrier with the highest customer satisfaction score for the economy segment in the J.D. Power 2022 North America Airline Satisfaction Study.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

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. Even the CEO is known to take customer service calls every once in a while – talk about customer centricity!

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., This time I’m talking about being fatigued, as in sick and tired of getting so many surveys. . I get a survey. You get the idea.

Survey 123

Survey Rewards Programs Airlines Hotels 123

Oracle

AUGUST 26, 2020

When many customers have issues that require personalized answers—like wanting to cancel airline tickets or check a warranty—intelligent advice can bring in a customer’s unique context through a decisioning process and quickly provide resolution without needing an agent’s intervention.

Exceptional Customer Service 99

Exceptional Customer Service Self Service Customer Service Knowledge Base 99

ShepHyken

JUNE 20, 2023

There is the soft-skill side of customer service, being friendly and empathetic. That makes me wonder, how can someone in the airline industry not understand the requirements for different countries – or at least know where to go to get the correct information?

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

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.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

ShepHyken

DECEMBER 12, 2018

They separated themselves by promoting that they are smaller, which makes it easier for their customers to get in and get out. They also pride themselves on a different brand of customer service they refer to as “helpful service.”. They are not known for having cushy first-class seats and meal service.

Banking 123

Banking Airlines Advertising Customer Service Training 123

Kustomer

MAY 5, 2020

Keep this in mind, too: a small percentage of customers — classified as the “offline society” -— may suddenly be forced into adopting digital communication in light of shelter-in-place orders. Take these different customers into account when adapting your customer service strategies.

Customer Service 52

Customer Service Policies Omni-Channel Airlines 52

ShepHyken

JUNE 4, 2018

How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. Feldberg & Tami Kim.

Customer Service 76

Customer Service Airlines CRM Social Media 76

Vonage

AUGUST 11, 2015

As far as customers are concerned, it’s often much easier to pick up the phone and speak to someone than it is to track a brand down on social media. Social media channels handle just 3% of all customer communications. 59% of 25-34 year-olds share poor customer experiences online. Don’t make your customers abandon you.

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

ShepHyken

APRIL 24, 2020

Customers : Know that contacting customer service is going to take longer, especially with hard-hit companies like?hotels hotels and airlines. Remember there are other customers who also need assistance. If new self-service solutions can be added and supported through existing channels, then add them.

Self Service 76

Self Service Customer Service Airlines Travel 76

Comm100

JANUARY 14, 2016

In order to stay on top as an industry-leader, it is more important than ever that businesses recognize upcoming consumer service trends, and understand how to update their customer service strategies accordingly. In fact, customers will demand it. Airlines have been providing this type of help for many years now.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

NICE inContact

MAY 10, 2019

Companies face growing customer expectations — they want a true omnichannel experience supporting more and more digital channels. At the same time, the customer experience has become the #1 competitive differentiator, making many companies examine and reconsider their customer service strategies.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

ShepHyken

APRIL 21, 2017

Read Shep’s latest Forbes Article: United Airlines Debacle Teaches Valuable Social Media Customer Care Lesson. Dianna Booher works with organizations to help them communicate clearly and with leaders to expand their influence by a strong executive presence.

How To 85

How To Airlines Social Media Communication 85

Service Untitled

JUNE 18, 2012

The subcommittee’s new efforts will now concentrate on their “poor customer service image and become a leaner, smarter agency,” according to Rogers. Let’s just hope the retraining of the TSA agents help them to add customer service strategies to their job descriptions. photo by: Marion Doss.

Poor Customer Service 46

Poor Customer Service Transportation Customer Service Airlines 46

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

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. My Comment: I believe that content marketing is a good customer service strategy.

Customer Service 12

Customer Service Self Service Retail Airlines 12

ShepHyken

OCTOBER 14, 2016

Messaging support is a great opportunity for better customer relationships, one that’s too big to pass by. The Royal Dutch Airlines, for example, now allows you to manage your entire booking via Facebook Messenger. Similarly, Rogers, a major internet provider in Canada, helps customers directly via Facebook Messenger.

Customer Service 48

Customer Service Social Media B2C Sports 48

ShepHyken

AUGUST 26, 2016

Doug is a speaker, author and blogger specializing in exceeding service expectations and he can prove to you why nice guys (and girls) finish first. Read Shep’s latest Forbes Article: Recent Airline Service Debacles Remind Us: Communication Is Key. .

Customer Service 0

Customer Service Policies Communication Training 0

Tricia Morris

JANUARY 29, 2016

Apple’s iPhone comes in a myriad of sizes, storage amounts, and colors; BMW offers the sporty 3 Series, the luxury 7 Series, and a mid-point 5 Series to cater to its diverse customer base. Look no further than an organization’s customer service strategy to understand what I am talking about.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40

Kustomer

AUGUST 6, 2020

How companies B2C and B2B look at customer service differently. How should you be thinking about your outsourced customer service strategy? The airlines, the big banks, right? Then we’re going to hone in on this idea of outsourcing. Why not do it? Some of the challenges.

Customer Service 52

Customer Service B2C B2B Training 52

Storyminers

JULY 6, 2020

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Kate Leggett.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Kate Leggett.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130