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 75

Customer Service Airlines CRM Social Media 75

ShepHyken

APRIL 24, 2020

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. hotels and airlines.

Self Service 75

Self Service Customer Service Airlines Travel 75

Comm100

FEBRUARY 22, 2018

This blog post will give you the run-down of everything you need to know about Chatbot decision trees before designing your Chatbot, and with tips to help you effectively plan and map your bot’s content. For example, let’s say you’re using a fictional airline’s Chatbot, AirMaria. What is a Chatbot Decision Tree?

Chatbots 112

Chatbots Customer Journeys Knowledge Base How To 112

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

Comm100

FEBRUARY 22, 2018

This blog post will give you the run-down of everything you need to know about Chatbot decision trees before designing your Chatbot, and with tips to help you effectively plan and map your bot’s content. For example, let’s say you’re using a fictional airline’s Chatbot, AirMaria. What is a Chatbot Decision Tree?

Chatbots 101

Chatbots Customer Journeys Knowledge Base How To 101

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

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

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

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? Best practice, advice, takeaways, tips, tricks? Then we’re going to hone in on this idea of outsourcing. Why not do it?

Customer Service 52

Customer Service B2C B2B Training 52