Russel Lolacher

APRIL 5, 2021

Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Communication Engagement 98

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

BirdEye

JUNE 22, 2023

Look for navigational difficulties, too, or slow customer service , which can both be new customer deterrents. Remember, small customer-centric details can make or break their journey to becoming loyal customers. Impulsive customers Impulsive customers are another type of customers you’re likely to meet.

Case Study 98

Case Study Social Media Loyalty Brands 98

Clarabridge

OCTOBER 23, 2015

Transportation & Logistics. Similar to travel and hospitality brands, transportation companies deal with unhappy travellers on the go. When engaging with transportation brands, customers rely heavily on the availability of instant information. Don’t Ignore Your Customers. Finance, Insurance & Banking.

Industry 40

Industry Omni-Channel Customer Service Transportation 40

Customer Guru

FEBRUARY 26, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Insurance 106

Insurance Customer Experience Policies e-support 106

ReviewTrackers

FEBRUARY 4, 2019

Just like in retail, travel and transportation, financial services, automotive, and nearly every industry, the old fee-for-service and fix-what’s-broken approach is no longer enough. First, communicate concern and empathy that will set the stage for a more open conversation and will result in a patient that feels valued and cared for.

Healthcare 62

Healthcare Net Promoter Score Hospitality Social Media 62

Comm100

AUGUST 23, 2018

In a way, each whipped the customer service industry into a frenzy when they came about, prompting the sale of products that would help companies remain relevant by establishing more and more ways of communicating with customers. Omnichannel isn’t actually about channels, it’s about your customers,” Krajewski says.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Wootric CX Blog

FEBRUARY 14, 2019

She has held chief positions in customer success, services, account management and support at companies such as: Oracle, Eloqua, Day Software (Adobe), Intelex Technologies, and Blueprint Software Systems. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Talkdesk

JULY 31, 2017

What are some of the good use cases you’ve heard around SMS and how it was effectively weaved into customer service? I’ve got a personal story here: We use a transportation service when I travel, and when I got off the flight in Las Vegas the other day, the driver sent me an SMS. What do you hear from customers about proactive service?

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

What are some of the good use cases you’ve heard around SMS and how it was effectively weaved into customer service? I’ve got a personal story here: We use a transportation service when I travel, and when I got off the flight in Las Vegas the other day, the driver sent me an SMS. What do you hear from customers about proactive service?

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

CSM Magazine

MAY 19, 2023

As a result, when engineering customer experiences, businesses must address not only customer service touchpoints but also consider the entire customer journey, covering aspects like product offerings, pricing, and communication channels.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

ijgolding

AUGUST 6, 2018

A rather important customer need. As the core purpose of any passenger transport company should be underpinned by achieving the most fundamental need of their customers, this fact is not surprising. Last year, I had the pleasure of meeting a senior leader from a passenger transport company in the UK.

Customer Experience 148

Customer Experience Travel Transportation Airlines 148

CX Journey

FEBRUARY 5, 2019

Stories are a wonderful communication tool and a powerful teaching tool. Communicate and share experiences. Maps are great communication and teaching tools. There's always room for a story that can transport people to another place. Image courtesy of Pixabay I originally wrote today's post for Story of Business.

Customer Journeys 88

Customer Journeys Transportation Customer Centricity Interaction 88

ijgolding

SEPTEMBER 25, 2018

Those who have never travelled extensively for the purposes of work, typically envisage business class flights, champagne in cut crystal glasses, door to door luxury chauffeur driven transport and top-class hotels with Michelin star restaurants. My book, ‘Customer What? – The reality is a rather long way from this perception.

Travel 247

Travel Hotels Customer Journeys Transportation 247

CX Journey

OCTOBER 3, 2017

Image courtesy of Pixabay Have you used storytelling in your customer experience management journey? The art of storytelling is an important one in the customer experience world. Storytelling is a great communication tool and an awesome teaching tool, as I wrote about in my post titled Storytelling is a Trojan Horse for Learning.

Chief Customer Officer 126

Chief Customer Officer Culture Transportation Leadership 126

COPC

NOVEMBER 13, 2019

Shouqi Limousine & Chauffeur is an online car hailing platform established by Shouqi Group, answering the call of the Ministry of Transport on the renovation of the traditional taxi operations. As the frontline of Shouqi Limousine & Chauffeur, customer service is the key touch point for both drivers and customers.

Customer Satisfaction 8

Customer Satisfaction Voice of Customer Conference Consulting 8

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Lincoln Murphy is a Growth Consultant focused on customer-centric growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SmartKarrot

JANUARY 25, 2022

By eliminating the need for spreadsheets and email chains, BugHerd simplifies internal communication within an organization. They provide their customers with a unified, powerful, and low-code-designed platform to help them make optimized, customer-centric , and situation-aware business decisions.

Company 10

Company Innovation Self Service Culture 10

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Lincoln Murphy is a Growth Consultant focused on customer-centric growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

NobelBiz

JUNE 26, 2023

A well-designed infrastructure serves as the backbone of the call center, encompassing various components such as hardware, software, networks, and communication systems. Telecom services serve as the lifeline, ensuring seamless communication channels between agents and customers.

Call Center 52

Call Center Contact Center CRM Social Media 52

ijgolding

APRIL 21, 2015

I have written many times in the past about the need for organisations who desire to become more Customer Centric to acknowledge the need for TRANSFORMATION. This, in turn, is leading to a growing recognition that in order to remain competitive, companies have to evolve to embrace a much more customer-centric approach.

B2B 120

B2B Competitive Advantage Customer relationships Customer Centricity 120

Currency Alliance

MAY 9, 2019

Consumers thought about cars and mass transit, while manufacturers of transportation assets thought about market share. Thousands of online travel agencies have come and gone over the past two decades – because if they didn’t get the funding, agility, or customer-centricity right. That will play out in mobility too.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Currency Alliance

NOVEMBER 17, 2020

2021 will be another year in the long-term journey to become customer-centric, balance the economics of loyalty programs to deliver more value to customers, and ensure the right systems are in place to reduce dependencies on the IT department or vendors. Accelerating customer-centricity.

Loyalty 52

Loyalty Trends Loyalty Programs Travel 52

Help Scout

OCTOBER 23, 2018

Last month, Mo wrote a wonderful post introducing Support-Driven Growth , which included this helpful definition: Support-Driven Growth is a business approach aimed at shifting the customer support channel from cost center to critical revenue driver. Show some love. These folks (Shout-out to Kristi on our team for pioneering this track!)

Self Service 40

Self Service ROI Transportation Roadmap 40

Ecrion

AUGUST 20, 2020

Personalize customer communications. One way to enhance your customers’ digital experience is to improve the level of interaction and customization of your customer interaction. Here are 11 Effective Communication Trends To Follow In 2020. Consider how your customers feel about your brand.

Trends 98

Trends Self Service Customer Experience Chatbots 98

Magellan Solutions

JULY 9, 2021

Media and Communication . Transportation, and Travel. Most of the time, not investing in your call center service means you are not investing in your customers’ trust. A customer-centric company gains 60% more profit than companies that don’t focus on customers. . Unity Communications.

Call Center 52

Call Center Marketing Sales Telecommunications 52

Amity

FEBRUARY 16, 2016

How a CSM thinks through and approaches a customer it vital to the conversion and retention because each customer is unique. Communication. I mentioned above how a CSM needs to communicate and collaborate with various internal departments and of course the customer. How well do they read who they are speaking to?

How To 63

How To Customer Journeys Transportation Airlines 63