Comm100

OCTOBER 17, 2017

Large corporations and small companies alike have had to either learn how to properly engage with customers over social media, or lose business as a result. This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care.

Social Media 178

Social Media Customer Service Customer Care Feedback 178

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. The quality of the response plays an equally crucial role.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

Lumoa

JUNE 14, 2023

In other words, failing to provide adequate customer service can be enough to trigger a negative NPS score and, consequently, drive customers away. Quality of Product/Service Falling Short of Customer Expectations As consumers, we all have expectations from the products and services we acquire.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Companies are integrating AI into their CX to get a better handle on customer care.

Customer Expectations 53

Customer Expectations Management Communication Customers 53

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Companies are integrating AI into their CX to get a better handle on customer care.

Customer Expectations 52

Customer Expectations Management Communication Customers 52

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

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. Through this, customer success managers and system administrators can monitor help desk ratings, improve feedback, and train agents according to their performance.

Software 73

Software e-support Airlines Customer Retention 73

ClearAction

AUGUST 9, 2019

When I ask those questions to my friends who aren’t in Marketing or Customer Experience roles it’s very interesting to see how quickly they answer: 1. The first answer, respect , means customers care about more than transactional deals. Customers’ trust is earned by meeting and exceeding customers’ expectations consistently.

Leadership 74

Leadership Marketing Customer Experience Airlines 74

Maru/HUB

JANUARY 22, 2018

This week, we are focusing on the new battleground for B2C and B2B – Customer Experience. We are now in an era where customer expectations are rising. In today’s competitive marketplace, an organisation’s brand is built – or broken – on its customer experience.

Customer Experience 79

Customer Experience B2C Airlines Study 79

ProProfs Chat

DECEMBER 22, 2019

But, with the overwhelming consumer demands and customer expectations, you cannot afford to negate the importance of satisfactory customer services. . The secret lies in digging into the specifics of customer support and market trends to churn out solutions that fit into customer expectations.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

CSM Magazine

AUGUST 22, 2019

With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. In order to feed that back into the organization, their responsibilities and internal footprint are changing and, simultaneously with customer expectations, they must evolve. SVP, Customer Care, Samsung.

Customer Service Strategies 40

Customer Service Strategies Meeting Customer Service Strategy 40

Oracle

NOVEMBER 29, 2018

Dan and Joey begin their discussion by examining the book, Message Me , by Joshua March, CEO of Conversocial , one of the leading digital customer care platforms. According to March, direct messaging is going to become “the future of customer service.” ” Customer expectations.

Customer Experience 45

Customer Experience Airlines Social Media Customer Care 45

Customer Alignment

AUGUST 15, 2017

The poor management of these areas is probably the airline customers’ biggest pain point. Even if disruption is sometimes unavoidable; airports, airlines and all other parties involved in the travel process shouldn’t be excused from taking responsibility and ownership of the problem from the customer.

Airlines 40

Airlines Customer Experience Company Self Service 40

Lithium

AUGUST 21, 2019

By understanding each concept, your business can improve customer interactions on social media and better understand which issues matter to your audience. If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook.

Social Media 40

Social Media Airlines Exceptional Customer Service Customer Care 40

Lithium

AUGUST 21, 2019

By understanding each concept, your business can improve customer interactions on social media and better understand which issues matter to your audience. If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook.

Social Media 40

Social Media Airlines Exceptional Customer Service Customer Care 40

Lithium

AUGUST 21, 2019

By understanding each concept, your business can improve customer interactions on social media and better understand which issues matter to your audience. If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook.

Social Media 40

Social Media Airlines Exceptional Customer Service Customer Care 40

Lithium

AUGUST 21, 2019

By understanding each concept, your business can improve customer interactions on social media and better understand which issues matter to your audience. If you’d like a refresher on customer expectations and care best practices before reading on, check out our Digital Customer Care Playbook.

Social Media 40

Social Media Airlines Exceptional Customer Service Customer Care 40

Win the Customer

NOVEMBER 14, 2016

The accessibility offered by social media has blurred ‘business-hours-only’ boundaries and now your customers expect you to be available 24/7. In one Social Habit survey , 32% of respondents said they expect a reply within 30 minutes of contacting a brand on social media.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Russel Lolacher

JUNE 7, 2021

They find it far more important to DO a platform than BE the experience their customers expect. For example, I recently tried to engage with the twitter account of the Canadian arm of an international airline. One of the biggest mistakes I’ve seen organizations do on social media, is treating it like it’s not SOCIAL media.

Social Media 75

Social Media Video Customer Relationship Management Engagement 75

InteractionMetrics

MARCH 27, 2025

Tiered Rewards: Customers earn status as they make more purchases. Airlines and hotels use this strategy all the time. Surprise Rewards: Unexpected gifts, discounts, or bonuses create memorable experiences that customers can’t wait to take advantage of. How does exceptional customer service impact retention?

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

Currency Alliance

JUNE 19, 2019

Asia Miles, the loyalty program of Cathay Pacific airline group, teamed up with Accenture to do just this. The technology was deployed as part of an ‘Unlock More Miles’ campaign with the airline’s dining partners in Hong Kong. When I last converted a hotel currency into United Airlines MileagePlus, it took three or four business days.

Loyalty 49

Loyalty Loyalty Programs Gamification Airlines 49

Comm100

NOVEMBER 6, 2017

This white paper gives you some insights on product grouping, website focus, customer expectations, and live chat measurement that can improve your conversion rate. Have Customers Switch Channels. As one news source put it: “ Delta Airlines is flying blind when it comes to geography. ”. Download Now. Prevention Tip.

Social Media 203

Social Media Examples Customer Service Tips 203

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Who is doing this right? You guessed it) Amazon.

Exceptional Customer Service 113

Exceptional Customer Service Customer Service Chatbots Hotels 113