ShepHyken

JUNE 20, 2023

territories, such as Puerto Rico. From these stories – and there are plenty more just like them – here are a few lessons we can take away: Customer Service Training: Many problems can be avoided with good customer service training. mainland and U.S. Connect with Shep on LinkedIn.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

ShepHyken

MARCH 26, 2018

Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines. 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

MAY 22, 2017

7 Powerful Customer Service Phone Tips by Pascal van Opzeeland. Userlike) The phone is one of the oldest and most personal customer service channels. Tip number two suggests closing your eyes to visualize the caller. Maybe that’s not possible in a face-to-face situation, but the other tips will work.

Customer Service 82

Customer Service Airlines Self Service Tips 82

ShepHyken

JULY 30, 2018

12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Forbes) We asked members of the Forbes Technology Council for their best tips on improving a company’s user experience. Why is customer service training so important? by Flow XO. Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

JUNE 17, 2018

4 Unexpected Tips That Will Make Your Brand Stand Out by Pia Silva. Forbes) Collected here are four brand tips that are essential to developing a brand that gets noticed, remembered, and shared and doesn’t just blend in with the competition. Four tips that will make your brand stand out. My Comment: I love this article.

Customer Service 83

Customer Service Airlines Tips Retail 83

ShepHyken

JUNE 5, 2017

Each week I read a number of customer service and experience articles from various online resources. 11 Tips to Save Your Retail Business From Extinction by Anne Pilon. This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

NOVEMBER 23, 2020

(Sharpen Technologies) This month, we’re crushing on Chewy – an eCommerce leader paving the path to a better customer experience. We’re unpacking four strategies from Chewy’s service playbook and giving you actionable tips on how to use them to improve your own customer experience. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Net Promoter Score Airlines Contact Center 82

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. Follow on Twitter: @Hyken.

Customer Service 75

Customer Service Airlines CRM Social Media 75

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 101

Customer Service Retail Airlines Social Media 101

ShepHyken

MAY 8, 2017

FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers). By the way, these align with the things we expect from our colleagues at FCR on every customer interaction. My Comment: This is an excellent guide to dealing with angry customers.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ShepHyken

MAY 1, 2017

3 Tips for Successful Social Customer Service by Krysta Gahagen. So when a several big brands in the beverage, transportation, banking and airline industries were suddenly in the global media hot seat, we had a laugh and productive conversations behind the scenes. For information contact or www.hyken.com.

Customer Service 82

Customer Service Social Media Retail Transportation 82

ShepHyken

APRIL 6, 2020

Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. The other is more of a marketing program that rewards customers for coming back.

Customer Service 75

Customer Service Loyalty Airlines Loyalty Programs 75

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

Vonage

NOVEMBER 24, 2016

We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”. This can be done with simple eye contact, a tip of your head or a momentary opening of your hand. Your Service.

Culture 120

Culture Customer Service Entertainment Hospitality 120

ShepHyken

JUNE 20, 2016

Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused. The author shares nine specific tactics and strategies that these companies excel at to achieve customer centricity. Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

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.

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.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Myra Golden

MARCH 19, 2017

I was trying to check in for my American Airlines flight on my phone. For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team. Golden, this is a system error.

Airlines 86

Airlines Customer Service Training Customers Training 86

ShepHyken

MARCH 20, 2023

Last year Frontier Airlines discontinued the ability to contact customer support. My Comment: Jim Tincher is a customer experience expert who focuses on B2B. He also shares some fantastic tips to consider as you’re creating the journey map for your organization. Losing Customers Due to Lack of Relevance?

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

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. Here are a few tips and tricks to maximize revenue while delighting your customer.

Customer Service 12

Customer Service Self Service Retail Airlines 12