InMoment XI

JULY 16, 2024

Consider a scenario where a customer posts a complaint about delayed shipping on Twitter. If the company responds within minutes, offering an apology and a solution, it demonstrates a high level of customer care and responsiveness.

Tips 195

Tips Management Social Media Hotels 195

BlueOcean

JUNE 27, 2024

Gingiss calls out companies like Zappos and Southwest Airlines that exemplify empathetic practices. Integrating empathy into customer interactions can differentiate businesses and foster long-term loyalty.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

ShepHyken

OCTOBER 3, 2016

This is a world-wide celebration and some great people in Rwanda remind us that the celebration is not only for customers, but for employees as well. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline.

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

NICE inContact

OCTOBER 4, 2019

Now what would be really cool — the holy grail of real-time social customer care — would be if you got a response while you were still in the store. In a desperate attempt to make the connection, you tweet your airline #pleasewait! And what if you are on the move, without laptop access and in a hurry to catch a flight?

Airlines 138

Airlines Social Media Travel Metrics 138

NetBase

MAY 23, 2019

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. How does social listening impact customer care in one of the most experiential categories – i.e., Travel & Hospitality? Here are some ways!

Travel 56

Travel Customer Care Hotels Touchpoint 56

CSM Magazine

FEBRUARY 5, 2025

Airline Industry: Transparency and Communication in Service Failures Flight delays and cancellations are among the most challenging customer service failures, and airlines often find themselves under scrutiny when disruptions occur.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

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. How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

C3Centricity

DECEMBER 3, 2018

Even worse, the customer care centre was seen as mere complaint handlers. You only have to take a look at companies which excel at customer care to realise the business benefits of putting the customer first: Amazon, Southwest, Zappos to name but a few. more than others and video subscribers by 13.9%.

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

ShepHyken

FEBRUARY 1, 2017

Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. And it may not be a computer glitch, but a weather problem that causes airline delays.

Case Study 48

Case Study Airlines Study Customer Service 48

ShepHyken

MAY 29, 2017

My Comment: What United Airlines scandal! The day or two after the scandal where a United Airlines passenger was physically and brutally removed from the plane, the stock plummeted and United lost almost a billion dollars in value. One analyst explains why. Well not even two months later the stock is up 11% and touched a new high.

Customer Service 100

Customer Service Airlines Chatbots Resources 100

C3Centricity

NOVEMBER 16, 2014

What has this got to do with your own customer service excellence? You’re not in the airline business? These are my steps to customer centric excellence for care services. Need help in improving your own customer care? Well in my opinion, quite a lot; let me explain.

Customer Service 223

Customer Service Social Media Connections Customer Centricity 223

ijgolding

FEBRUARY 13, 2018

One will focus purely on acquiring customers, including running digital marketing campaigns. Five will focus on customer service, with responsibility for leading a customer care team and overseeing complaints and continuous improvement. But these roles are not entirely what they appear to be.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

Clarabridge

OCTOBER 26, 2015

“Social in particular, because it’s not the dominant path for communication between customers and airlines, does tend to have a shorter queue,” he said. Of course, Sid was right—social media is increasingly becoming the preferred channel for customer care in many industries. 1, 2 Harvard Business Review.

Customer Care 40

Customer Care Examples Social Media Airlines 40

ijgolding

DECEMBER 14, 2016

Do your people ‘make’ your Customer Experience’? Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. When talking about customer care, they state: At Specsavers, we aim to bring you the highest standards of service and expertise.

Customer Experience 120

Customer Experience Advertising Airlines Leadership 120

Hallmark Business Connections

OCTOBER 27, 2020

Giving employees permission to be empathetic is as simple as giving them the time and tools they need to put kindness and care into action. Alaska Airlines, for example, encourages employees to engage customers on a human level before taking any other action.

Company 98

Company Airlines Telecommunications Social Media 98

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. It happens throughout the entire company. It must be part of the company’s culture. – Shep Hyken.

Customer Service 85

Customer Service Airlines Culture Survey 85

ShepHyken

MARCH 31, 2018

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. Finish Strong.

Social Media 89

Social Media Self Service Customer Service Marketing 89

Experience Investigators by 360Connext

JANUARY 26, 2015

As customers, we don’t see the difference between our corner coffee shop and a multinational corporation. So customers tell me, again and again, that I should really pitch this improvement idea to three industries. It is a often a price-based customer battlefield. Social Customer Care: Best Practices for Major Engagement.

Industry 110

Industry Customer Experience Social Media Leadership 110

ShepHyken

JUNE 6, 2018

I notice the same type of behavior happens with airlines and hotels. It’s easy to spot the frequent traveler by the way they are treated by airline and hotel employees. So, it appears that frequency might warrant a better customer experience. The same might go for how much a customer spends.

Airlines 99

Airlines Hotels Loyalty Programs Loyalty 99

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. Read Shep’s latest Forbes article: Do Airline Passengers Have The Right To Recline?

Roadmap 121

Roadmap Sales Airlines Case Study 121

Help.com

FEBRUARY 28, 2016

According to Gartner , failure to respond via social channels can lead to up to a 15% increase in churn rate for existing customers. On the other hand, if your tweet were to go ignored, the brand would likely lose a customer for good. We’ve never really had a way to gauge customer satisfaction in Twitter before now.

Tools 100

Tools Customer Service Social Media Airlines 100

ShepHyken

JANUARY 18, 2019

It’d be like getting on an airline that’s committed to a great in-flight experience, but the pilot’s messages can only be 30 seconds in length, flight attendant interactions are limited, and you have a brief survey at the end asking how your peanuts were. Would you consider that a great customer experience?

Customer Experience 98

Customer Experience Contact Center Airlines Average Handle Time 98

Vonage

NOVEMBER 24, 2016

We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. Today, Giordano’s has refined its customer service culture and the welcoming process to an elegant dance of body language, gestures, facial expressions and spoken words.

Culture 120

Culture Customer Service Entertainment Hospitality 120

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Train your Staff to Become Customer-centric How do you create a customer-centric culture?

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

ShepHyken

MARCH 24, 2017

Suddenly, each airline had its own website, with its own esoteric booking system, full of opaque requirements and mandatory fields. Add in the confusing multitude of airline ticket aggregators and obscure credit card rules, and you have a recipe for a headache. Then the internet arrived with its promise of increasing efficiency.

Company 94

Company Customer Experience Airlines Chatbots 94

Zeisler Consulting

DECEMBER 8, 2021

Our airline teamed with a company that, theoretically was supposed to aid us in locating a testing facility, scheduling and paying for a test, and directly uploading the results into our airline’s system so that—again, in theory—we’d not even have to bring any sort of paperwork along when we flew out. Their reaction to my email?

Airlines 72

Airlines Travel Brands Touchpoint 72

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

TechSee

JULY 24, 2018

Visual communication creates intimacy and strengthens the connection between the organization’s representative and the customer, turning it into an interaction between two fellow human beings. Visual engagement has been proven to be a transformative medium for providing customer care.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

ROI 45

ROI Social Media Airlines Customer Service 45

Lithium

SEPTEMBER 29, 2022

What effect this has on a brand depends heavily on how robust the brand’s marketing, community, and customer care systems are. This fact is especially true in the diverse world of customer care. On top of the increased demand, major airline employee strikes have decimated staffing levels across Europe.

Airlines 52

Airlines Self Service Effort Score NPS 52

Lithium

SEPTEMBER 14, 2022

What effect this has on a brand depends heavily on how robust the brand’s marketing, community, and customer care systems are. This fact is especially true in the diverse world of customer care. On top of the increased demand, major airline employee strikes have decimated staffing levels across Europe.

Airlines 52

Airlines Self Service Effort Score NPS 52

BlueOcean

APRIL 20, 2023

But one day, he came in the office and said that he had applied at Copa Airlines to be a flight attendant. SH : Yes, of course. There was an agent that I truly loved. He was just a great kid and a hard worker. But there was a catch: He couldn’t pass the swim test.

Contact Center 156

Contact Center Culture Course Training 156

ShepHyken

APRIL 21, 2017

Read Shep’s latest Forbes Article: United Airlines Debacle Teaches Valuable Social Media Customer Care Lesson. Dianna Booher works with organizations to help them communicate clearly and with leaders to expand their influence by a strong executive presence.

How To 86

How To Airlines Social Media Communication 86

ProProfs Chat

DECEMBER 27, 2018

Basically, it is a tool that aids customer support teams to track requests of end users and effectively resolve customer-care related issues. The software enables you to track, handle, and resolve customer queries effectively. It helps to streamline customer support process; making your agent’s life easy.

Software 73

Software e-support Airlines Customer Retention 73

ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. This to me is perhaps the single most important reason why brands and businesses need to be on Twitter.

Customer Service 84

Customer Service Social Media Retail Transportation 84

InteractionMetrics

NOVEMBER 11, 2024

But you know, your enterprise your your Hilton I think it’s just American Airlines. I did for American Airlines because I just couldn’t get them to respond. And then new, new, uh, tickets and Alaska Airlines just to get finally home in any event. So not to pick on our friends at American Airlines. Amas: Yeah.

Survey 52

Survey How To NPS Net Promoter Score 52