NICE inContact
JUNE 14, 2016
Earlier this year I had an issue with an airline so, as many of us would do, I called them. Naturally, I did what many of my fellow millennials would do and took my issue to social media. Apparently their social media was as backed up as their contact center. Within minutes of my tweet I got a response from a competing airline, inviting me to start flying with them. So, I left my favorite airline for another.
Lumoa
OCTOBER 13, 2017
Brands are often missing that “social media” is a social platform. Although social media is often used for advertising and brand awareness, do you remember that the best advertisement is a happy customer? Social interaction and engagement is what makes your brand personal and builds connection to the audience. Very often, your customers are already using social media to discuss your brand. First complain to one of my favorite airline.
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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. Our Social Media Analytics Guide , newly updated for 2019, was created to break down and define the varying terms so you understand how to use each tool for maximum brand impact. What Is Social Media Monitoring? <Currently What Is Social Campaign Analysis?
ShepHyken
MARCH 31, 2018
Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof.
NetBase
MARCH 9, 2020
Obwohl Social Media Analytics seit nunmehr zehn Jahren ein gängiges Business-Tool ist, sind für diejenigen, die seinen Fortschritt nicht verfolgten, verschiedene Aspekte weiterhin geheimnisvoll und verwirrend. WAS IST SOCIAL MEDIA MONITORING? Social Monitoring
InMoment XI
JANUARY 2, 2013
As a frequent flyer, I am quite vociferous in my opinions about my experiences with airlines. As such, I am always keen to offer opinions, even when unsolicited via social media. Occasionally, I will receive a survey from an airline. I am always amazed at the wide variability in service; some stellar some catastrophically poor. View Article. Aviation
InMoment XI
JANUARY 2, 2013
As a frequent flyer, I am quite vociferous in my opinions about my experiences with airlines. As such, I am always keen to offer opinions, even when unsolicited via social media. Occasionally, I will receive a survey from an airline. I am always amazed at the wide variability in service; some stellar some catastrophically poor. View Article
Russel Lolacher
JUNE 7, 2021
One of the biggest mistakes I’ve seen organizations do on social media, is treating it like it’s not SOCIAL media. For example, I recently tried to engage with the twitter account of the Canadian arm of an international airline. Defining Social Media.
ShepHyken
JULY 1, 2022
More and more people are learning about different places through these different apps and social media platforms. In the evolving times, all it takes is a click of a button on social media to make it viral!
NetBase
JULY 22, 2019
Social Media Analytics , powered by Next Generation AI , comprises several techniques and tools. When combined, they provide a thorough understanding of your place in the social landscape, as well as the audiences you most want to target. Social Media Analytics Strategizing Starts Here. Start with Social Listening. Social media is a consumer playground, so brands must abide by consumer rules. EXPLORING SOCIAL SEGMENTS .
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. Train Support Teams and Delegate Social Channels. The downfall of many businesses on social media is that no one knows who’s in charge of answering customer queries. Designate someone in the contact center to oversee social media.
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. How does social media monitoring work? How do I choose a social media monitoring tool? What is social media monitoring?
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. The post One miserable [United Airlines] Customer Journey appeared first on Pivot Point Solutions. Customer Experience Customer Journey Bruce Temkin Crying Baby Social Media United Airlines
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. View Article. General
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. View Article
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. View Article
InMoment XI
SEPTEMBER 30, 2015
Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time. christravell
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. Of the 60 million internet users in the UK, over 38 million of them are active social media users! It’s called social media for a reason, after all.
Beyond Philosophy
SEPTEMBER 20, 2017
RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. The reason for the cancellations, according to the airline, is a shift in the vacation policy for pilots. While pilots used to have a vacation year that ran from April to March, the airline is switching to a January to December schedule. Cheap Airlines: Low Prices!
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. Open your response to any email, chat, text or social media post by saying something that acknowledges what the customer is experiencing. Doing these things helps you write texts, chats, social media posts and emails that regain customer goodwill.
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. Keeping up with the growing number of social media users isn’t easy for businesses. billion people actively use social media and that number is increasing every day.
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. Keeping up with the growing number of social media users isn’t easy for businesses. billion people actively use social media and that number is increasing every day.
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. Keeping up with the growing number of social media users isn’t easy for businesses. billion people actively use social media and that number is increasing every day.
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. Keeping up with the growing number of social media users isn’t easy for businesses. billion people actively use social media and that number is increasing every day.
InMoment XI
SEPTEMBER 30, 2015
Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time. christravell. Automotive
InMoment XI
SEPTEMBER 30, 2015
Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time. christravell
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.
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 customer service performance Delighting customers Lori Jo Vest social media Who''s Your Gladys? customer service article Delta Airlines Earned Media service excellence
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. It’s not about what you put out there – it’s about how social consumers interact with you and each other. Here’s a look at Brand Passion for some of the major airlines. Wendy’s has a lot of fun, even with social trolls.
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. This cargo loyalty platform will enable the airline to manage the day-to-day accrual and redemption activities.
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. Why, he asked, when passengers have social media, apps and review sites, are they not complaining more rather than less. The airline problem seems desperate.
Brad Cleveland
JULY 28, 2015
Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. but they also … Call Center Contact Center Customer Experience Customer Service Multi-channel Support Social Media Brad Cleveland customer experience KLM VentureBeatYou bet.
Brad Cleveland
JULY 28, 2015
Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. but they also … Call Center Contact Center Customer Experience Customer Service Multi-channel Support Social Media Brad Cleveland customer experience KLM VentureBeatYou bet.
Comm100
OCTOBER 17, 2017
With the fame came a wave of social media engagement. New customers and fans of the show posted comments and reviews of Amy’s Baking Company to social media channels like Facebook, Yelp, Twitter, and Reddit. Instead of engaging in proper social media customer service, Amy’s Baking Company had what the internet described as a “ meltdown ,” unleashing a tirade of insults against their customers and critics. How can social media customer service help?
Comm100
NOVEMBER 6, 2017
Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays). Unfortunately for business owners, the path to social media success is riddled with potential disaster.
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. You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. .
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. Social media has put everything into a new light as empowered customers are taking up their mobile phones and tweeting their distress for all the world to see.
Natalie Petouhof
AUGUST 13, 2015
And then along comes social media. As the author’s of the Cluetrain Manifesto said, “Markets are conversations” and many of the new marketplace conversations are happening in social networks. One of the reasons that more and more marketplace conversations are happening in social and digital networks is that it’s the first time customers have been able to talk to each other directly in ways that surpass the bulletin boards of yester year.
C3Centricity
OCTOBER 7, 2020
This social proof will increase your brands’ attraction and generate an ever-growing number of fans. Today, these include Southwest Airlines, Nordstrom, USAA and L.L. Ever wonder how to get more people talking about your business? It’s simple.
ShepHyken
APRIL 17, 2017
They want to identify with the brands they do business with, and treated right, they will share their experiences with others on social networks. My Comment: Many brands track social media posts to respond to complaints and customer support issues. The way Wendy’s, the restaurant chain, responded to a recent tweet is a perfect example of what happens when companies do social media the right way. Social media gives customers a loud voice and a huge platform.
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