ShepHyken

OCTOBER 31, 2023

But if the company leaders know how much they can give away without losing money and incorporate it into a competitive price, they may have a value proposition that gets and keeps customers. Southwest Airlines is the perfect example of this. It markets the heck out of Two Bags Fly Free®. Connect with Shep on LinkedIn.

Airlines 133

Airlines Customer Service Training Marketing Customer Service 133

ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

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

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

ShepHyken

JUNE 20, 2023

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. There is the soft-skill side of customer service, being friendly and empathetic.

Customer Service 67

Customer Service Customer Service Training Travel Entertainment 67

ShepHyken

FEBRUARY 13, 2024

And both dealerships – Ford and Ferrari – provide stellar customer service. All customers should be treated equally, with respect and dignity. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. The answer is simple. Connect with Shep on LinkedIn.

Customer Experience 138

Customer Experience Transportation Hotels Airlines 138

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Airlines Wireless Retail 80

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

ShepHyken

AUGUST 17, 2022

It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

Airlines 131

Airlines Comparison Advertising Customer Service Training 131

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

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

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

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. Her story is an interesting one. The captain of the flight was notified and, in the name of safety, made the decision to take the plane out of service. It also falls under leadership and management.

Communication 90

Communication Airlines Customer Service Training Leadership 90

Vonage

AUGUST 11, 2015

Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you!

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. Think about it. Or recommend them to your friends and family?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

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. customers and? hotels and airlines.

Self Service 76

Self Service Customer Service Airlines Travel 76

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. Feldberg & Tami Kim.

Customer Service 76

Customer Service Airlines CRM Social Media 76

Kustomer

MAY 5, 2020

The world has changed, and customer service is changing right along with it. Below are three ways customer service teams must adjust in light of the global pandemic. Companies who approach customer service with a deeper level of empathy are more likely to maintain loyalty and win new business. Empathy Is #1.

Customer Service 52

Customer Service Policies Omni-Channel Airlines 52

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 was a model customer service agent; friendly and helpful.

Airlines 112

Airlines Customer Service Training Travel Training 112

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., You must analyze it, use it, make changes with it, and once you have done that, you should communicate with your customers that because of them, change is happening. I get a survey.

Survey 123

Survey Rewards Programs Airlines Hotels 123

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

ShepHyken

OCTOBER 14, 2016

This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. Have you been focusing on social media service lately? Why Messaging Is So Promising For Customer Service.

Customer Service 48

Customer Service Social Media B2C Sports 48

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

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. MYTH – Great customer service starts with understanding the customer is always right. Unfortunately, the customer may always think he is right, but in reality, that just isn’t the case.

Customer Service 0

Customer Service Policies Communication Training 0

Service Untitled

JUNE 18, 2012

It seems that even the TSA is under scrutiny as to their lack of customer service, and passengers who have encountered problems trying to navigate through the woes of 21st century airport security have a valid argument. Customer service, even at its most basic qualifier demands an individual be treated respectfully.

Poor Customer Service 46

Poor Customer Service Transportation Customer Service Airlines 46

Kustomer

AUGUST 6, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by CloudTask CEO, Amir Reiter, and VP of Marketing, Tom Jenkins, to discuss outsourcing and how to adapt in today’s dynamic markets. You’re listening to the Customer Service Secrets Podcast by Kustomer. Why not do it?

Customer Service 52

Customer Service B2C B2B Training 52

ShepHyken

MARCH 7, 2022

Each week I read many customer service and customer experience articles from various resources. How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. My friend, Joel Comm, shared three interesting ways to cut costs that make sense because none impact the service customers are used to experiencing.

Customer Service 12

Customer Service Self Service Retail Airlines 12

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

NICE inContact

MAY 10, 2019

At the same time, the customer experience has become the #1 competitive differentiator, making many companies examine and reconsider their customer service strategies. For Swedish Rail and its partner WebHelp, the journey continues.

Self Service 27

Self Service Customer Experience Social Media Omni-Channel 27

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult. Shep Hyken.

How To 85

How To Airlines Social Media Communication 85

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. Customer service is merely one aspect of a larger whole : Customer experience.

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. Customer service is merely one aspect of a larger whole : Customer experience.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service! Let’s make sure your customers do. What makes it high touch?

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52