ShepHyken

JANUARY 10, 2024

It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. Because it’s a different airline, it takes an extra couple of steps, and she didn’t want to do it.” Yes, the second agent took great care of me. Connect with Shep on LinkedIn. She quietly answered, “She is just lazy.

Travel 103

Travel Customer Service Airlines Poor Customer Service 103

ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. But, in the airline business, two minutes is a big deal. Connect with Shep on LinkedIn. This new process will save two minutes.

Airlines 96

Airlines Customer Journeys Groups Customer Service Training 96

Vonage

MARCH 8, 2016

Their customers get new ideas from a company they can partner with for the future, not just a low cost vendor who only meets minimum specifications. This vision guides customer service education and inspire staff to perform. Annual service awards praise those who go beyond the call of duty to make this tag line real.

Customer Service 120

Customer Service Airlines Transportation Travel 120

ShepHyken

FEBRUARY 6, 2024

The captain of the flight was notified and, in the name of safety, made the decision to take the plane out of service. He announced to the passengers exactly what had happened and what the airline would do about it, which was to get everyone and their bags off the plane and onto a different plane. Connect with Shep on LinkedIn.

Communication 101

Communication Airlines Customer Service Training Leadership 101

ShepHyken

MAY 22, 2017

Companies must learn to strike a balance between technology and human-to-human if they want to maintain an emotional connection with their customers. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. This article touches on how losing the human touch can be bad for business.

Customer Service 84

Customer Service Airlines Self Service Tips 84

ShepHyken

AUGUST 4, 2024

How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media (BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it. My Comment: It was just over two weeks ago when most airlines had a technology meltdown. In fact, £29.6

Customer Service 88

Customer Service Airlines Policies Advertising 88

ShepHyken

SEPTEMBER 15, 2024

Restaurants, retail stores, salons and a wide range of businesses leverage loyalty programs to keep customers coming back and transform occasional customers into frequent shoppers. Switchfly outlines how these programs have evolved from punch cards, trading stamps and airline miles into dynamic, tech-driven solutions.

Self Service 91

Self Service Loyalty Programs Customer Service Airlines 91

ShepHyken

APRIL 18, 2018

Or when the airlines give you a free trip or upgrade to first class based on how many miles you’ve accumulated. If you took the benefits away, would the customer continue to do business with you? When you sign up for Nike’s program, it’s about content and connection, not discounts. The third is a membership program.

Loyalty Programs 92

Loyalty Programs Loyalty Airlines Video 92

ShepHyken

MARCH 10, 2024

Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times. Here’s how to identify and improve your customer journey touchpoints and create a winning customer experience. Connect with Shep on LinkedIn.

Self Service 88

Self Service Customer Service Airlines Touchpoint 88

ShepHyken

AUGUST 11, 2024

My Comment: A few weeks ago, a software upgrade from CrowdStrike didn’t go well and impacted the customer experience in many industries, especially the travel industry. In short, the computer systems from United, American, Delta, and other major airlines went down, stranding and/or delaying travelers for days.

Self Service 91

Self Service Customer Service Loyalty Programs Travel 91

ShepHyken

NOVEMBER 19, 2024

And thats exactly what happened on a recent cross-country American Airlines flight. Heres what happened: I fell asleep shortly after takeoff, and the meal service was over by the time I woke up.My Heres what happened: I fell asleep shortly after takeoff, and the meal service was over by the time I woke up.My

Airlines 62

Airlines Customer Service Training Customer Service Customer Experience 62

ShepHyken

OCTOBER 20, 2024

According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. The author uses three rockstar brands, Amazon, Southwest Airlines, and L’Oréal, to help us understand customer-centricity. Connect with Shep on LinkedIn.

Customer Service 81

Customer Service Customer Centricity Entertainment Airlines 81

ShepHyken

JUNE 20, 2023

territories, such as Puerto Rico. From these stories – and there are plenty more just like them – here are a few lessons we can take away: Customer Service Training: Many problems can be avoided with good customer service training. Connect with Shep on LinkedIn. mainland and U.S.

Customer Service 73

Customer Service Customer Service Training Travel Entertainment 73

ShepHyken

NOVEMBER 23, 2020

(Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. Southwest Airlines knows this – they excel by putting employees at the center of their business. As a recent report from Forbes Insights and Salesforce showed, that is the key to customer experience and revenue growth.

Customer Service 73

Customer Service Net Promoter Score Airlines Contact Center 73

ShepHyken

MAY 16, 2022

Be a ‘Method Customer’ to Improve Customer Experience by Justin Racine. CMSWire) Brands spend exorbitant amounts of dollars, resources and time to connect with their customer base to understand them better. Power 2022 North America Airline Satisfaction Study. What makes a consumer tick?

Customer Service 68

Customer Service Net Promoter Score Airlines Customer Journeys 68

Myra Golden

MARCH 19, 2017

I was trying to check in for my American Airlines flight on my phone. It sounds defensive and most certainly, it makes the customer more intent on speaking with a supervisor. Maybe try, “I can certainly connect you with a supervisor. Watch this short video to learn more about our customer service eLearning.

Airlines 86

Airlines Customer Service Training Customers Customer Service 86

ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. Using the airplane’s internet, I checked to see if I would make my connection. So, I went on Twitter and direct messaged American Airlines that I was going to miss the flight. Finish Strong.

Social Media 91

Social Media Self Service Customer Service Marketing 91

ShepHyken

OCTOBER 9, 2023

First, the true meaning about Customer Service Week is about celebrating the people who provide the service – not just a week to appreciate customers. Check out this article on how Alaska Airlines “celebrated” the week: CLICK HERE. Connect with Shep on LinkedIn.

Customer Service 72

Customer Service Airlines Consumers Video 72

ShepHyken

APRIL 6, 2020

The first is based on creating enough value through the experience the customer would never want to go anywhere else. The other is more of a marketing program that rewards customers for coming back. For example, an airline frequent flier program. In the end, you must have a good relationship with the customer.

Customer Service 62

Customer Service Loyalty Airlines Loyalty Programs 62

ShepHyken

MARCH 7, 2022

So, when I read this article about handling belligerent customers from retail expert Bob Phibbs, I had to include it in this roundup. Bob shares his story about losing his temper with an airline employee who eventually fixed a problem in under a minute. As much as you may enjoy Bob’s story, you’ll enjoy the lessons even more.

Customer Service 13

Customer Service Self Service Retail Airlines 13

ShepHyken

JANUARY 30, 2017

My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. According to the article, customer loyalty is dropping with a big percentage of those defecting customers coming from the digital experience. For information contact or www.hyken.com.

Customer Service 48

Customer Service Airlines Social Media Software 48

ShepHyken

OCTOBER 10, 2016

However, US airlines aren’t exactly known for their warm and fuzzy customer service. Flyers can feel abandoned, as if the airline doesn’t even care. Airlines are known for customer service horror stories, although many of the issues are due to weather, air traffic control and even an occasional mechanical problem.

Customer Service 48

Customer Service Airlines Travel Retail 48

CSM Magazine

DECEMBER 2, 2022

John Tschohl, founder and president of the Service Quality Institute, explains why it is important to call customers by name whenever possible. When someone calls us by name, it connects us. Deciding factors for customers include the quality of your food, price, good service—and employees who address customers by name.

Competitive Advantage 52

Competitive Advantage Airlines Training Customer Service Training 52

Win the Customer

NOVEMBER 14, 2016

For one, it offers an easier way to connect with customers and keep abreast of what’s happening in your marketplace. Remember when customers were limited to using the telephone if they wanted to contact businesses? So, which companies do social customer service right? Conclusion.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Service Untitled

JANUARY 18, 2012

” You’re pretty much guaranteed you will connect to a real person who can then forward you on to a customer service agent. Possibly Related Posts: How to establish a customer service culture Customers frequently offer feedback; sometimes it is solicited, and sometimes.

Customer Service 48

Customer Service Airlines Customer Service Representative Customers 48

ShepHyken

SEPTEMBER 26, 2016

My Comment: The contact center can be the focus of how a customer rates a company’s customer service. Now, there are multiple channels for the customer to use to connect to a company. Conversocial) The stats are loud and clear, and we’ve heard them over and over again: the cost for bad customer service is high. “78%

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Stella Connect

MARCH 30, 2022

If budget isn’t an issue, physical rewards are excellent — a cup of coffee, a free lunch — as are points that accrue and can later be spent on larger rewards such as a five-star dinner for two, a weekend getaway, and airline flights. The post How to Design a Call Center Rewards Program appeared first on Stella Connect.

Rewards Programs 52

Rewards Programs Call Center How To Contact Center 52

Stella Connect

MARCH 12, 2018

If budget isn’t an issue, physical rewards are excellent—a cup of coffee, a free lunch—as are points that accrue and can later be spent on larger rewards such as a five-star dinner for two, a weekend getaway, free airline flights, etc. Stella Connect’s Rewards Feature.

Rewards Programs 40

Rewards Programs Call Center Contact Center How To 40

SurveySparrow

OCTOBER 1, 2023

High-touch customer service, often referred to as “white glove” service, is a customer-centric approach that goes above and beyond to meet and exceed customer expectations. “High-touch” is a way of doing customer service where the main goal is to make customers feel really special.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Storyminers

JULY 6, 2020

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Guru

APRIL 10, 2018

He has initiated a voluntary training program called MYPSR – Give Time, Get Happiness, for those individuals who cannot afford such trainings nor are sent by their companies. In this exclusive interview with Customer Guru, Mr. Apply some or all of these and more and you will land with delighted customers.

Consulting 110

Consulting Customer Service Customer Centricity Travel 110