InMoment XI

NOVEMBER 20, 2023

In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship. What is AI in CX?

Customer Experience 324

Customer Experience Strategy Chatbots e-support 324

Comm100

SEPTEMBER 5, 2014

The advent of social media has had a huge impact on the customer service industry. Here are nine tips on how to offer the most effective customer service on social media. Here are nine tips on how to offer the most effective customer service on social media. Take a page from Nike.

Social Media 113

Social Media Tips Customer Service Customer Service Representative 113

NetBase

MAY 9, 2019

Though Social Media Analytics has been a common business tool for nearly a decade now, various aspects still feel mysterious and confusing to those who haven’t followed its progression. What Is Social Media Monitoring? <Currently What Is Social Campaign Analysis? What Is Social Sentiment Analysis?

Social Media 62

Social Media Analytics Analysis Airlines 62

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

InMoment XI

JANUARY 3, 2013

In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of.

Social Media 200

Social Media Automotive Airlines Customer Experience 200

InMoment XI

JANUARY 3, 2013

In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of.

Social Media 200

Social Media Automotive Airlines Customer Experience 200

InMoment XI

JANUARY 3, 2013

In a previous post on Sound Check, my colleague Dave Fish wrote about airlines offering frequent flyer miles to people that “liked” them on Facebook. I thought of that when reading this article in a recent issue of Automotive News. Basically, it talks about automotive dealers’ frustration with Google for removing many reviews because of.

Social Media 200

Social Media Automotive Airlines Customer Experience 200

Andrew Mcfarland

DECEMBER 18, 2018

One disadvantage of being a social media Luddite is that you sometimes miss teachable customer experience moments that have wide public reach. I missed one recently that blew up social media but it still warrants a quick post.

Airlines 48

Airlines Customer Journeys Social Media Customers 48

NetBase

JULY 15, 2020

Social Media Analytics has been a common business tool for a good bit of time now, yet various aspects still feel mysterious and confusing. Our Social Media Analytics Guide was created to break down and define these distinctions so you understand how to use each tool for maximum brand impact. How can I learn more?

Social Media 52

Social Media Brands Analytics Airlines 52

LoyaltyPlus

MAY 11, 2022

The International Air Transport Association (IATA) estimates that global revenues for airlines were down by 44% last year when compared to 2019 figures. Fortunately, operations have resumed with airlines looking for more creative ways of re-engaging with customers.

Airlines 52

Airlines Loyalty Self Service Travel 52

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Our customers provide us all the success of our businesses. Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. So let’s get proactive about how we thank customers. Chewy THANK YOU!!!

How To 372

How To Airlines Social Media Tips 372

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. What is social media monitoring?

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40

GetFeedback

NOVEMBER 25, 2019

If you’re new to Customer Satisfaction Score (CSAT), a good starting point is seeing how you compare to peers in your industry. To do so, you can rely on the American Customer Satisfaction Index (ACSI). . The ACSI is the only national economic indicator that measures customer satisfaction across the U.S. Airlines: 73%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

LoyaltyPlus

MARCH 23, 2022

The saving grace for airlines has been the growth of cargo. Putting this in perspective, cargo typically constituted 10% of the airline business before the pandemic. It should therefore come as no surprise that the familiar concept of airlines rewarding agents or freight forwarders has gathered renewed momentum.

Airlines 52

Airlines Loyalty Self Service e-support 52

Alida

JANUARY 29, 2018

An angry customer is still a customer—until they’re not. That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Customer anger management 101. Take tweets seriously.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Experience Investigators by 360Connext

NOVEMBER 22, 2022

Our customers provide us all the success of our businesses. Yet most business plans don’t have a “customer appreciation program” section. And when talking business strategy, showing customers gratitude is hardly mentioned. So let’s get proactive about how we thank customers. Chewy THANK YOU!!!

How To 143

How To Airlines Social Media Tips 143

Win the Customer

NOVEMBER 14, 2016

Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. It’s called social media for a reason, after all.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Customers Rock!

AUGUST 16, 2012

Social media has pushed customer service to the forefront for many organizations. Responses are often faster in social media than they are in traditional service channels, since social media makes everything extremely visible. In my book , I talk about Killer Customer Service. Expectations.

Social Media 227

Social Media Airlines Guidelines Customers 227

Myra Golden

FEBRUARY 16, 2018

Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill. You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media.

Social Media 61

Social Media Airlines Software Interaction 61

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

Self Service 275

Self Service Knowledge Base e-support Policies 275

NICE inContact

OCTOBER 4, 2019

There probably isn’t a more common KPI in customer service than First Response Time (FRT). I’ve asked many people, and even myself, whether FRT is still important in today’s world of mobile customers. But it is not the end-all of customer service metrics. What I mean by mobile is the customer.

Airlines 138

Airlines Social Media Travel Metrics 138

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. This is not good.

Airlines 40

Airlines Feedback Study Hospitality 40

Kayako

MARCH 2, 2017

Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Customer needs and customer expectations are the two most confused aspects of customer service.

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Here’s a look at Brand Passion for some of the major airlines. Detractors.

Social Media 49

Social Media Analytics Metrics Airlines 49

Kustomer

OCTOBER 19, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands. However, the reality was quite different.

Customer Service 59

Customer Service Airlines Exceptional Customer Service Social Media 59

Who's Your Gladys?

NOVEMBER 4, 2014

According to a Nielsen Study conducted in 2012, ninety-two percent of consumers around the world say they trust earned media, meaning word-of-mouth and recommendations from their friends and family, above any other form of advertising. customer service article Delta Airlines Earned Media service excellence'

Airlines 168

Airlines Social Media Advertising Study 168

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. How do you gauge customer value?

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 105

Customer Service Wait Times Airlines Social Media 105

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Bot platforms had informal interactions over the platform with customers.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

Beyond Philosophy

DECEMBER 10, 2018

But they keep coming, despite the fact that social media offers much better tools for learning what customers are thinking. An important principle in both marketing and customer experience is that you should listen to your customers. Customers feel valued because you value their opinion. Survey Overload.

Social Media 158

Social Media Hospitality Survey Airlines 158

TechSee

OCTOBER 15, 2019

Customer churn is a growing problem across many industries and managing it has become critically important to the maintaining profitability. Research indicates that the cost of acquiring a new customer can be as much as five to seven times higher than keeping an existing one. Vulnerable – customers who are waiting for a better offer.

Customer Retention 107

Customer Retention Social Media Airlines Groups 107

Customers Rock!

JUNE 26, 2011

A friend of mine has been a member of a particular airline’s frequent flier program (we will call this major US airline, AirlineX) for a number of years. Knowing that his hard-earned points would expire soon, he called the airline to see what could be done to retain them. Customers are watching the actions of your company.

Airlines 190

Airlines Customer Service Loyalty Programs Social Media 190

Brandwatch CX

JANUARY 30, 2019

We use social media as an outlet to vent our frustrations. We use social media to research brands and get suggestions before we purchase products. We reach out to brands on social media, and expect them to respond to us. But which brands are truly making the most of social media?

Brands 81

Brands Customer Experience Social Media Airlines 81

LiveChat

APRIL 14, 2017

United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it. Lesson #2: Focus on creating an amazing customer experience.

Airlines 48

Airlines Customer Service Social Media Policies 48