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

Myra Golden

FEBRUARY 16, 2018

You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media. In the first sentence of a letter, an airline said to customers, “We are sorry and embarrassed. Doing these things helps you write texts, chats, social media posts and emails that regain customer goodwill.

Social Media 61

Social Media Airlines Software Interaction 61

Experience Investigators by 360Connext

NOVEMBER 7, 2023

The answer and best strategies are backed by science and decades of social behavior. How To Build Customer Loyalty Brand leaders often associate “customer loyalty” with a customer’s likelihood of making repeat purchases. That’s certainly a benefit of customer loyalty, but there are deeper forces at work.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Internet Social Media: 72%. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. However, when it comes to industry, CSAT varies. . A new list of benchmarks is published each year by ACSI, with minor quarterly updates. . Ambulatory Care: 77%. Apparel: 79%. Athletic Shoes: 79%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

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. Passengers have given up.

Airlines 40

Airlines Feedback Study Hospitality 40

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

Beyond Philosophy

DECEMBER 10, 2022

Going viral is the goal of any passionate social media poster. Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint. Looking at you, United Airlines.) It’s no different with social media.

Social Media 68

Social Media Airlines Consulting Financial 68

NICE inContact

OCTOBER 4, 2019

Deciding which conversations are most important, and thus should be handled with priority, is not so straightforward, particularly on social media. Such prioritization, or “social influence”, can and should be calculated systematically and interpreted at scale.

Airlines 138

Airlines Social Media Travel Metrics 138

NetBase

AUGUST 5, 2020

Airlines, cruise ships and resorts are examining how to re-open and provide the safest experiences for consumers, by addressing their biggest concerns. 72% of consumers in the US and UK are spending more time on social media per day since the outbreak of coronavirus – giving brands an opportunity to get in their sights.

Travel 98

Travel Industry Social Media Hotels 98

Kayako

MARCH 2, 2017

Let’s take an industry most of us are familiar with: the airline industry. To understand how you can exceed customer expectations and win new customers through amazing customer service, let’s look at British Airways and Virgin Atlantic. How does Virgin Atlantic exceed customer expectations to win new customers?

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

Beyond Philosophy

DECEMBER 14, 2023

Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. The airline sees it as a loyalty program for frequent flyers. How to Tell if Its Loyalty or Inertia Loyalty isn’t financial; it’s emotional.

Loyalty 89

Loyalty Rewards Programs Loyalty Programs Airlines 89

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. Accommodate different learning styles by providing a variety of media such as step-by-step guides, FAQs, and how-to videos. How to Create a Customer Self-Service Portal. How-to guides. White papers. Blog posts.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Experience Investigators by 360Connext

JANUARY 8, 2018

How can you find those unstable parts of the journey and level them out for your customers, before you get carried away with bigger goals? Look for trends in social media. Airlines have long practiced “re-accommodating” ticketed passengers. You may not know HOW to fix them. Make it your mission to find out how.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

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. Before the internet and social media, there were limited ways to get feedback from customers, especially if you didn’t have a brick and mortar location where you saw them face to face.

Social Media 158

Social Media Hospitality Survey Airlines 158

ProProfs Chat

DECEMBER 22, 2019

The example of this proactive customer service can be airline services when they perceive any delay in flight schedules – they quickly inform their customers by email or phone call to avoid any inconvenience. How to Implement Proactive Customer Services in Your Company? Information about how to use your product.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

Beyond Philosophy

FEBRUARY 17, 2020

Specifically, it relates to how brands and consumers are going to communicate through messaging and social media. . He spent over 15 years working in cutting-edge social technology and developer platforms, including Google and Uber. He compares that relationship to how your friends are an expression of who you are.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

Natalie Petouhof

SEPTEMBER 1, 2016

If a customer doesn’t get the help she needs, she often will not remain loyal – or worse, she will take to social media and tarnish the brand. The business results (cost savings or revenue generation) or the return on investment (ROI) for the social customer care initiative. How to Calculate Social Customer Care ROI.

ROI 45

ROI Social Media Airlines Customer Service 45

Help Scout

JULY 13, 2021

Teach your team how to apologize. Final call for boring One man was on hold for 15 hours with Australian airline QANTAS. If you sell something to them, you are (at least morally) responsible for their experience. Use systems to catch outliers. Don’t wait for a customer to report it; use technology to spot out-of-bounds situations.

Chatbots 136

Chatbots Customer Service How To Self Service 136

CSM Magazine

MARCH 31, 2022

Customer portals are available for a variety of businesses, including airlines, banks, hotels, and car rental companies. Social media. This reduces the amount of time customers have to spend on the phone or online, and makes it easier for them to get the information they need. Offer Customer Self-Service Options.

Self Service 52

Self Service Tips Customer Service Representative How To 52

NICE inContact

MARCH 18, 2019

Consider these companies who have risen to become successful because of loyal customers: Southwest Airlines, LaCroix Sparkling Water, In-N-Out, Trader Joe’s, Dollar Shave Club, Zappos, and more. Social media accelerates the flow of information and gives everyone a voice. Markets and opportunities move fast.

Call Center 149

Call Center Contact Center Airlines Social Media 149

BirdEye

APRIL 3, 2023

In this article, we’ll share strategies and tips on how to write a business plan that will help launch your new business in the right direction. Rollin King, a businessman in the airline industry, saw this need and recognized the success of another airline, Pacific Southwest Airlines. The result was Southwest Airlines.

Examples 52

Examples How To Financial Analysis 52

Beyond Philosophy

APRIL 17, 2017

When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up like a Roman candle. Who would have thought you could be beaten up for insisting on your right to use an airline ticket you paid for? Here’s How Things Could be Different.

Airlines 111

Airlines Social Media Travel Customer Centricity 111

Innovative CX

MARCH 6, 2024

Lately, I’m seeing a lot of churn about how to develop an effective ROI for an organization’s CX investments. Getting Back to CX Basics To further along my point, I beg a simple question – what is the primary responsibility of an airline? Again, the basics for an airline are to get you from point A to point B safely – nothing less.

B2C 52

B2C Airlines Customer Journeys B2B 52

ShepHyken

APRIL 17, 2017

How to Drive Customer Loyalty Among Millennials by Timi Garai. At least 60% of millennials seem to think so, but how can you best meet this expectation alongside all their other demands? My Comment: Many brands track social media posts to respond to complaints and customer support issues.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

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

MARCH 26, 2018

Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. This is a story about how kind, little things can go a long way. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines. Doubly so when they’re unexpected.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

Beyond Philosophy

DECEMBER 15, 2022

Have you ever wondered why things go viral or, better yet, how you can make your #content gain millions of views and shares? If so, then you are in the right place because we are going to share the secrets of how to go viral on social media. He negotiated with the airline for nine months but to no avail.

Social Media 78

Social Media Video Entertainment Meeting 78

CSM Magazine

DECEMBER 13, 2023

Such strategies are crucial as they guide a business on how to consistently deliver exceptional service, leading to customer retention, increased sales, and a strong, reputable brand image. For example, many airlines now offer self-service check-in kiosks at airports, reducing long queues and wait times for customers.

Customer Service Strategies 52

Customer Service Strategies Self Service Trends Strategy 52

ijgolding

NOVEMBER 28, 2014

In 2008, Dave Carroll’s guitar was broken by United Airlines. I feel as though the indifference being shown by British Gas towards the entirely avoidable issue and their inability to resolve it is similar to the indifference shown by United Airlines to Dave. I therefore reached out to Dave to see if he could help me.

Social Media 318

Social Media Airlines Video Consumers 318

Experience Investigators by 360Connext

JANUARY 21, 2015

Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic. In the case of airlines, yes, they want to travel to a certain destination.

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

Up Your Service

MAY 3, 2017

For airlines, hotels, resorts and other companies in the travel and hospitality industry, this presents new challenges in terms of managing their reputation. Good or bad, social media massively amplifies the word-of-mouth effect. The call center was there to defend what went wrong, and figure out how to make people happy again.

Hospitality 74

Hospitality Travel Industry Brands 74

ShepHyken

APRIL 21, 2017

Read Shep’s latest Forbes Article: United Airlines Debacle Teaches Valuable Social Media Customer Care Lesson. The post Guest Blog: How to Handle a Know-It-All appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

How To 85

How To Airlines Social Media Communication 85

ShepHyken

DECEMBER 3, 2018

There is a lot to learn from this short article about a commercial airline captain that recognized his job was to do more than just fly the plane. Retail Customer Experience) Difficult customers can cause stress for employees, damage to the bottom line, and thanks to social media, harm to the reputation of your business.

Customer Service 103

Customer Service Retail Airlines Social Media 103

Vonage

AUGUST 11, 2015

With social media-grabbing headlines with claims that it’s the future of customer service, there’s a risk that service teams will spend too long developing a social strategy and neglect the good old-fashioned phone call. Social media channels handle just 3% of all customer communications.

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120