Interactions

MAY 22, 2019

We decided to take a look at customer preferences and tendencies when booking and managing travel, especially in urgent situations, and how AI and self-service can best support customers when these manic situations happen. The survey that we conducted had more than 1,700 participants –both business and leisure travelers.

Travel 61

Travel Self Service Hotels Hospitality 61

Interactions

MAY 22, 2019

We decided to take a look at customer preferences and tendencies when booking and managing travel, especially in urgent situations, and how AI and self-service can best support customers when these manic situations happen. The survey that we conducted had more than 1,700 participants –both business and leisure travelers.

Travel 48

Travel Self Service Hotels Hospitality 48

ViiBE Blog

APRIL 7, 2021

Japan is well known for its excellent customer service and hospitality, known as omotenashi (?????). For a deeper look, this video explains how Japan Airlines implements omotenashi in its training and customer interactions. John has remained a loyal customer of a New York City optician since 1996.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

ViiBE Blog

APRIL 7, 2021

Japan is well known for its excellent customer service and hospitality, known as omotenashi (?????). For a deeper look, this video explains how Japan Airlines implements omotenashi in its training and customer interactions. John has remained a loyal customer of a New York City optician since 1996.

Customer Service Training 52

Customer Service Training Video Training Customer Service 52

CSM Magazine

SEPTEMBER 21, 2016

.” Notably, though, it does show generally improved scores for government agencies when compared to last year’s survey. In May, airlines grew weary that their complaints to TSA went unheard even though thousands of passengers were missing flights due to extremely long security lines. And they obliged. The result?

Government 40

Government Customer Service Airlines Social Media 40

CSM Magazine

APRIL 26, 2018

Every business knows this and yet somehow for many, delivering good customer service still seems to be rather low on their list of priorities. In fact, a huge 81% of people say they have left a company after experiencing poor customer service. by Chris Robinson is CEO at Yonder Digital Group.

Effort Score 40

Effort Score Banking Fashion Hotels 40

GetFeedback

NOVEMBER 20, 2018

And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. Now, although the majority of companies aren’t making such egregious public mistakes, the majority of companies are pretty out of sync with their customers. A better way to ask for customer feedback.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

Comm100

JANUARY 14, 2016

What this means is that brand loyalty is harder than ever to achieve because your customers will no longer tolerate second-rate or slow customer service and sales support. While poor customer service is always a problem, customers tend to complain more about slow or delayed support more than any other issue.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

C3Centricity

AUGUST 17, 2020

Another CNBC article highlights others including cruises, fitness, energy and airlines. Whether or not these too were headed downwards or not, customers hold the key to success more than ever before as their spending becomes less impulsive. 86% of buyers will pay more for a better customer experience. CEI Survey.

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

Service Untitled

NOVEMBER 16, 2010

He reiterated the Steven Slater 15 minutes of fame as the airline attendant slid away down the emergency chute after telling off a rude passenger. Slater became a sort of folk hero of customer service contempt by more than 200,000 people on his Facebook’s fan page.

Customer Service 43

Customer Service Self Service Poor Customer Service Airlines 43

C3Centricity

DECEMBER 3, 2018

But only 1% of customers feel that vendors consistently meet their expectations. Source: CEI Survey). 74% of consumers have spent more due to good customer service (Source: Entechus.com). 89% of consumers have stopped doing business with a company after experiencing poor customer service.

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

ProProfs Chat

JANUARY 17, 2020

Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. . So, send out feedback forms to customers monthly and yearly. It is also crucial that you send surveys post-purchases too. Takeaway: “Create a template for a post-recovery survey.

Customer Service 97

Customer Service Social Media Poor Customer Service Feedback 97

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySparrow

DECEMBER 9, 2019

Don’t make excuses about why your customer service isn’t world-class. Today Survey Sparrow had the opportunity to chat with John Dijulius, a US customer service expert who is redefining the rules of the game. SurveySparrow: Hi John, thanks for taking the time to speak with the Survey Sparrow audience today.

Customer Service 90

Customer Service Training Study Measurement 90

ProProfs Chat

AUGUST 8, 2019

But before we discuss them at length, let me walk you through what customer service practices should you avoid retaining your customers. Bad Customer Service Stories. Inspirational Customer Service Stories. Southwest Airlines. Funny Customer Service Stories. McDonald’s.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51

ProProfs Chat

DECEMBER 21, 2020

A CRM will help you see how many customers left or the number of new customers added. But the use of live chat gives you insights on why customers left the business. Post-chat survey feedback. With post-chat survey feedback , you can understand customer mindset and what factors lead them to switch from your brand.

Strategy 98

Strategy Loyalty Programs Customers Loyalty 98

Tricia Morris

JUNE 26, 2015

Customer service agents serve as the voice of your brand and many times, the first (and hopefully not last) impression of it post sale. In a recent Aspect Consumer Experience Survey , 76% of consumers surveyed view customer service as the true test of how much a company values them.

Customer Service 40

Customer Service Net Promoter Score Poor Customer Service Customer Service Representative 40

LiveChat

OCTOBER 6, 2017

A good customer service experience sets a brand apart from the competition. Look at United Airlines. Many won’t fly United after their poor customer service made headlines recently. How’s Your Customer Service? In such a competitive environment, business can’t afford for this to happen.

Customer Service 37

Customer Service Self Service Customer Experience Multi-Channel 37

ProProfs Chat

JULY 19, 2019

In the words of Tony Hsieh, CEO of Zappos, “Customer service shouldn’t just be a department, it should be the entire company.”. Poor Customer Service: An Overlook of Evident Fallouts . The result of poor customer service is pretty self-evident in the digital age.

Infographics 93

Infographics Customer Experience Omni-Channel Poor Customer Service 93