ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

ShepHyken

AUGUST 3, 2022

No employee should be treated poorly by customers. . The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Have a recording that directs the customers with lost luggage to call the airline they used.

Airlines 132

Airlines Leadership Training Customer Service Training 132

NICE inContact

SEPTEMBER 4, 2019

So much of the conversation surrounding customer service and customer experience is focused on the customer that at times we forget about the necessity of taking good care of customer service agents. Why might customer service agents be unhappy? An agent’s schedule can be brutal.

Customer Service 136

Customer Service Contact Center Omni-Channel Airlines 136

ShepHyken

AUGUST 17, 2022

It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

Airlines 132

Airlines Comparison Advertising Customer Service Training 132

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you choose to fly with this airline over the others? .

Fashion 126

Fashion Self Service Interaction Airlines 126

ECXO

JULY 23, 2024

But what does it really mean to be a servant leader, and how does this leadership approach contribute to the success of customer-focused organizations? As a result, this creates an environment where employees feel valued, motivated, and empowered to deliver outstanding customer service. What is the Servant Leader?

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” And the change is good for both the customer and the business willing to keep up with the changes.

Customer Service 85

Customer Service Airlines Feedback Social Media 85

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

Kayako

JANUARY 24, 2018

Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. Customers hate putting in effort to get problems resolved. Did the comparison site or airline double book me?

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” She was the perfect frontliner for American Airlines – or for that matter, any type of business. . I knew better.

Airlines 129

Airlines Customer Service Training Course Engagement 129

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

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. Yes to low fares with nothing to hide.

Airlines 159

Airlines Advertising Travel Customer Service Training 159

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. A Customer Service Perspective) Consider how L.L.

Customer Service 85

Customer Service Net Promoter Score Airlines Contact Center 85

ShepHyken

NOVEMBER 1, 2017

As a customer, you interact with good people who don’t seem to deliver great customer service. They are nice, even knowledgeable, but they don’t seem to be what I call customer focused. I asked them what kind of customer service training they received from the companies they worked for.

Customer Service Training 99

Customer Service Training Training Customer Service Airlines 99

ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience articles from various online resources. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. Fundera) Customer appreciation doesn’t have to be complicated or expensive. 7 Powerful Customer Service Phone Tips by Pascal van Opzeeland.

Customer Service 82

Customer Service Airlines Self Service Tips 82

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 97

Customer Service Airlines Chatbots Resources 97

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. There is a lot to learn from this short article about a commercial airline captain that recognized his job was to do more than just fly the plane. The Mount Rushmore of Customer Service Leaders by John DiJulius.

Customer Service 103

Customer Service Retail Airlines Social Media 103

ShepHyken

JUNE 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. Here are my top five picks from last week.

Customer Service 83

Customer Service Airlines Retail Tips 83

ShepHyken

JULY 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . Why is customer service training so important? Soft skills, like customer service, seemed to get left out.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are a few ideas on how to retain those happy customers. Customer Experience by Tom Fishburne. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 82

Customer Service Airlines Employee Engagement Rewards Programs 82

ShepHyken

JUNE 5, 2017

Each week I read a number of customer service and experience articles from various online resources. This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses. My Comment: The airline industry is a hot topic in the world of customer service.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. Feldberg & Tami Kim.

Customer Service 76

Customer Service Airlines CRM Social Media 76

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

ShepHyken

OCTOBER 12, 2020

Each week I read a number of customer service and customer experience articles from various resources. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. My Comment: Let’s start this week’s Top Five with one of the hottest topics in customer service and experience, and that’s empathy.

Customer Service 79

Customer Service Loyalty Airlines Meeting 79

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 71

Customer Service Airlines Call Center Case Study 71

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. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. 10 Content Marketing and Customer Experience All-Stars by James A. FCR) I recently flew on one of the major airlines and observed many opportunities for improvement (a phrase we like to use in contact centers).

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ProProfs Chat

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today. Annually, U.S.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Comm100

AUGUST 17, 2022

Answer: “It didn’t start out as CX, it started out as CS, that’s customer service. And when I first started, the concept of customer experience was not even thought about, it was all about service.”. Service is a big part of that. Service helps drive the experience, but it’s not all of it.”

Meeting 189

Meeting How To Airlines Virtual Agent 189

Answer Dash

MAY 14, 2018

Customer Service Add-On Back when I was in college I worked at a self-service gas station. I’m probably dating myself, but this was at a time when gas stations were just converting over from full-service to self-service. Within a matter of seconds, there was an airline employee there to help me.

Self Service 77

Self Service Customer Service Customer Experience Airlines 77

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Southwest Airlines began at Love Field in Dallas.

Customer Focused 40

Customer Focused Company Airlines Culture 40

ShepHyken

JANUARY 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. How Customer Service Can Turn Angry Customers into Loyal Ones by Wayne Huang, John Mitchell, Carmel Dibner, Andrea Ruttenberg, and Audrey Tripp.

Customer Service 90

Customer Service Chatbots Wireless Airlines 90

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 87

Social Media Self Service Customer Service Marketing 87

ShepHyken

JANUARY 26, 2022

It seems that almost every time I get my car worked on, call my internet provider, stay at a hotel, fly on an airline, order almost anything online, etc., You must analyze it, use it, make changes with it, and once you have done that, you should communicate with your customers that because of them, change is happening. I get a survey.

Survey 124

Survey Rewards Programs Airlines Hotels 124

ShepHyken

MARCH 6, 2019

I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. The customer service agent was happy to accommodate my request. I called the airline back and, once again, they were happy to accommodate my request. She was a model customer service agent; friendly and helpful.

Airlines 113

Airlines Customer Service Training Travel Training 113

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! Follow on Twitter: @Hyken.

Customer Service 69

Customer Service Airlines eBook Loyalty 69