ShepHyken

NOVEMBER 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret Sauce to Customer Experience is a Blend of Four Ingredients by Joseph Michelli. That is what will turn a good customer experience into a great customer experience. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Airlines Wireless Retail 81

Helen Dewdney

OCTOBER 8, 2018

As we enter the holiday season we know there will be the inevitable flight delays and fobbing off by airlines and tour operators. Note that from 01 July 2018 The new Package Travel and Linked Travel Arrangements 2018 came into force). Those events certainly kept me gainfully employed informing people of their rights!

Poor Customer Service 46

Poor Customer Service Customer Service Travel Hotels 46

Helen Dewdney

AUGUST 23, 2019

survey reveals league table for customer service. has today released the results of its latest survey of customer service performance. Ryanair branded “arrogant” “sneaky and “greedy” Ryanair has been rated the worst firm for customer service out of 100 popular brands operating in the UK.

Customer Service 46

Customer Service Airlines Sports Apparel 46

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. But only 1% of customers feel that vendors consistently meet their expectations.

Strategy 293

Strategy Customer Centricity Social Media Analysis 293

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. Source: CEI Survey).

Strategy 158

Strategy Poor Customer Service Social Media Analysis 158

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. And they’re losing profit as a result.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257