ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

Customer Service 101

Customer Service Airlines Chatbots Resources 101

InMoment XI

JULY 16, 2024

If the company responds within minutes, offering an apology and a solution, it demonstrates a high level of customer care and responsiveness. This immediate engagement not only resolves the issue but also showcases the brand’s commitment to customer service.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

If the company responds within minutes, offering an apology and a solution, it demonstrates a high level of customer care and responsiveness. This immediate engagement not only resolves the issue but also showcases the brand’s commitment to customer service.

Tips 195

Tips Management Social Media Hotels 195

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

Vonage

NOVEMBER 24, 2016

We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”. But what a challenge for committed service providers! Creating a customer service culture that works can be done.

Culture 120

Culture Customer Service Entertainment Hospitality 120

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. The post What’s Everyone Talking About in Customer Experience? Book an appointment here to explore how Blue Ocean can help.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

Help.com

FEBRUARY 28, 2016

Using the above scenario, if you were to tweet at the airline about your issue, and they responded immediately, you would be a little less angry and a little more forgiving because you got the assistance you needed. On the other hand, if your tweet were to go ignored, the brand would likely lose a customer for good.

Tools 100

Tools Customer Service Social Media Airlines 100

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. But would customer service ever make the highlight reel of such an event? The smiles.

Customer Service 85

Customer Service Airlines Culture Survey 85

Comm100

SEPTEMBER 5, 2014

The advent of social media has had a huge impact on the customer service industry. Here are nine tips on how to offer the most effective customer service on social media. Here are nine tips on how to offer the most effective customer service on social media. Train Support Teams and Delegate Social Channels.

Social Media 113

Social Media Tips Customer Service Customer Service Representative 113

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. Even millions!

Social Media 89

Social Media Self Service Customer Service Marketing 89

NICE inContact

OCTOBER 4, 2019

There probably isn’t a more common KPI in customer service than First Response Time (FRT). I’ve asked many people, and even myself, whether FRT is still important in today’s world of mobile customers. But it is not the end-all of customer service metrics. What I mean by mobile is the customer.

Airlines 138

Airlines Social Media Travel Metrics 138

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

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ProProfs Chat

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. .

Customer Service 97

Customer Service Social Media Poor Customer Service Exercises 97

ShepHyken

OCTOBER 19, 2018

Clothing outlets will be able to suggest certain sizes and colors — and let customers re-order their favorite pair of shoes as soon as they walk inside (and it will not require any human interaction). Cameron Halcomb • Customer Experience Consultant, Emarsys • @cam_hassler • LinkedIn. appeared first on Shep Hyken.

Customer Service 112

Customer Service e-support Chatbots Automotive 112

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. . Increasing customer retention rates by 5% boost profits by 25% to 95%. Let’s start with clarity about the meaning of Proactive Customer Service. .

Customer Service 101

Customer Service How To Social Media Customer Retention 101

ShepHyken

MAY 1, 2017

Each week I read a number of customer service and experience articles from various online resources. 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. For information contact or www.hyken.com.

Customer Service 85

Customer Service Social Media Retail Transportation 85

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

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

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. Think about it. Or recommend them to your friends and family?

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

ShepHyken

AUGUST 14, 2017

Each week I read a number of customer service and experience articles from various online resources. Appearing to Care by Seth Godin. Seth Godin) We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care. Here are my top five picks from last week.

Customer Service 83

Customer Service Airlines Retail Innovation 83

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 159

Strategy Poor Customer Service Social Media Analysis 159

Experience Investigators by 360Connext

JANUARY 26, 2015

So customers tell me, again and again, that I should really pitch this improvement idea to three industries. And I nod along as my seat mate or party friend tell me the latest horror story of waiting on hold, paying for service that wasn’t requested, losing service unexpectedly, or more. Mobile Communications.

Industry 110

Industry Customer Experience Social Media Leadership 110

Provide Support

JUNE 6, 2017

And if your employees don’t feel valued, neither will your customers. Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees.

Infographics 65

Infographics Customer Service Airlines Hotels 65

ShepHyken

JUNE 6, 2018

Now, I agree that loyal customers can receive some type of reward or discount for their loyalty. But, what about when it comes to customer service? What about how customers who spend more – or less – are treated? I notice the same type of behavior happens with airlines and hotels. The short answer is no.

Airlines 99

Airlines Hotels Loyalty Programs Loyalty 99

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Customer care extends far beyond the traditional call center. Think about it. Social media metrics.

ROI 45

ROI Social Media Airlines Customer Service 45

Hallmark Business Connections

OCTOBER 27, 2020

Brands should let customers’ needs and desires be the guiding light in triggering voice or in-person interactions. They should also recognize that these interactions present considerable opportunities to create a differentiated customer-service experience while fighting back against loneliness and depression.

Company 98

Company Airlines Telecommunications Social Media 98

SurveySensum

SEPTEMBER 25, 2024

Did you know that in 2024, 88% of customers think customer service is more important than ever? US companies lose an astounding $75 billion annually due to poor customer service. It’s not a small figure, and it paints a picture of just how much customer service is valued regarding business outcomes.

Customer Centricity 52

Customer Centricity Company Customer Service Airlines 52

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

ShepHyken

MARCH 24, 2017

Used properly, I believe bots can be an customer service excellent tool. Suddenly, each airline had its own website, with its own esoteric booking system, full of opaque requirements and mandatory fields. Shep Hyken. Booking an appointment—say, a plane ticket—used to be so easy. You aren’t the only one.

Company 95

Company Customer Experience Airlines Chatbots 95

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron.

Customer Service 54

Customer Service Airlines Call Center Case Study 54

ShepHyken

OCTOBER 10, 2016

Each week I read a number of customer service articles from various online resources. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. However, US airlines aren’t exactly known for their warm and fuzzy customer service. How Do You Celebrate National Customer Service Week?

Customer Service 48

Customer Service Airlines Travel Retail 48

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult. Shep Hyken.

How To 86

How To Airlines Social Media Communication 86

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Win the Customer

NOVEMBER 14, 2016

Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. So, which companies do social customer service right?

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

ProProfs Chat

DECEMBER 27, 2018

Lead generation, sales, and operations continue to be the top business goals, but customer service is the foundation of organizational success. Without offering a delightful service experience to customers , your business may suffer in the long-run, since dissatisfied customers can jeopardize your business.

Software 73

Software e-support Airlines Customer Retention 73

LiveChat

MAY 20, 2016

Professional problem-solving is the beating heart of amazing customer service. It’s because none of the customers is calling for a nice chat. They are contacting customer service because they have encountered a problem. This situation is an example of how customer problems are solved in most customer service teams.

Customer Service 50

Customer Service CRM Customers Airlines 50