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Behind The Scenes Of JetBlue Travel’s Contact Center Strategy

Blake Morgan

      Most companies understand the importance of their frontline workers interacting with customers daily. But how many will build a customer experience strategy around them? It’s all in the name of trust and customer-centricity. Barry and his team meet daily to discuss the previous day’s customer interactions.

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Elevating Guest Experiences in Hotels with Integrated CX

InMoment XI

It’s a common struggle to effectively analyze this data, and then leverage it to optimize their customer experience (CX) efforts. What is Integrated CX Integrated CX platforms unify customer feedback signals from a multitude of feedback signals (listed below), blending them into a cohesive whole. Hotel customers are no exception.

Hotels 260
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Six Ways to Restore Customer Confidence When Things Go Wrong

CSM Magazine

My research over the last ten years has led to me uncovering a series of six simple, but remarkably effective strategies that will position organizations to keep customers coming back after even the worst has happened. Making an apology to customers after things go wrong is positively related to satisfaction with the recovery.

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The Power of Empathy: How it Impacts Customer Success

ClientSuccess

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs. What is empathy?

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Tipping Point Pressure: 60% Of Customer Service Managers Say This Will Be the “Toughest Winter Yet”

CSM Magazine

Sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays. Customer confidence is crumbling in the current environment .

Tips 93
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Discovering What Your Customers Truly Value

ClientSuccess

As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them. Value Vectors by Vecteezy.

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7 Proven Solutions to Address Customer Service Gaps

CSM Magazine

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.