ShepHyken

MARCH 8, 2021

Singapore Airlines Opens a Customer-Service School for Businesses by Katie Deighton. My Comment: Want to learn customer service from the best? You could hire the training professionals at Ritz-Carlton, Disney, Zappos, and even our company, The Customer Focus. Follow on Twitter: @Hyken.

Customer Service 146

Customer Service Hospitality Airlines Infographics 146

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. .

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Airlines Customer Service Training Course Engagement 133

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.

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Airlines Advertising Travel Customer Service Training 165

ShepHyken

SEPTEMBER 16, 2019

Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk. My Comment: Full disclosure: I do most of my flying on American Airlines. Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours by Jim Tincher.

Airlines 105

Airlines Customer Service Automotive Omni-Channel 105

ShepHyken

DECEMBER 21, 2020

Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. My Comment: Did satisfaction ratings in the airline industry really go up? Here’s Why. by Christopher Elliott. Yes, but the reason why is interesting.

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Customer Service Airlines Tips Customer Service Strategies 161

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 rebooked me on the later flight. Sure enough, there was.

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Airlines Customer Service Training Travel Training 118

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 let your customers know you are listening to them! . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

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Survey Rewards Programs Airlines Hotels 126

ShepHyken

APRIL 19, 2017

Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. Airline personnel get angry. And, that goes for all other airline personnel. This great story starts with some bad news that was out of the airline’s control.

Airlines 87

Airlines Policies Government Travel 87

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.

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Airlines Customer Service Infographics Customer Retention 125

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride.

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Airlines Customer Service Loyalty Programs Chatbots 78

ShepHyken

JULY 30, 2018

The members of the Forbes Technology Council have shared 12 ways to do so, starting with one of my favorites, which is to ensure the customer only has to tell their story once. Why is customer service training so important? Training Journal) Your staff are usually the first people customers will interact with.

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Customer Service Customer Service Training Airlines User Experience 78

ShepHyken

MAY 31, 2017

I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. He stood out, compared to many of his co-workers, as a person willing to do anything within his power to take care of his customers. Maybe your organization is truly customer-focused.

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Airlines Customer Focused Customer Service Training Culture 84

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

ShepHyken

APRIL 17, 2019

He knew it was difficult for his customers to learn a new software program, so the bare minimum effort was all he needed to keep his customers. He didn’t like the way big airlines treated customers. He said they were taking the mickey out on the customer. That’s why Richard Branson started Virgin Air.

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Airlines Banking Customer Service Training Software 103

ShepHyken

MAY 16, 2022

Business Travel News) Southwest Airlines plans to invest more than $2 billion on enhancing its customer experience, the carrier announced Wednesday, the same day it was named as the carrier with the highest customer satisfaction score for the economy segment in the J.D. Power 2022 North America Airline Satisfaction Study.

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Customer Service Net Promoter Score Airlines Customer Journeys 66

ShepHyken

OCTOBER 18, 2021

And the change is good for both the customer and the business willing to keep up with the changes. United Airlines Partners With Paypal for Contactless Onboard Purchases by Alison Fox. Is United Airlines just another business accepting online payments? And I predict we won’t even need a phone in the future. But, I digress.

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Customer Service Airlines Feedback Social Media 91

ShepHyken

NOVEMBER 5, 2018

Here’s Why Airlines DON’T Care About Customer Service by Kindra Cooper. CCW Digital) Airlines seem to be above reproach when it comes to poor customer service, and the average air traveler knows it. My Comment: This article is a bit controversial, in my opinion. Follow on Twitter: @Hyken.

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Customer Service Airlines Wireless Retail 85

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. Follow on Twitter: @Hyken.

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Airlines Hotels Loyalty Programs Loyalty 99

ShepHyken

DECEMBER 12, 2018

They separated themselves by promoting that they are smaller, which makes it easier for their customers to get in and get out. They also pride themselves on a different brand of customer service they refer to as “helpful service.”. They are not known for having cushy first-class seats and meal service.

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Banking Airlines Advertising Customer Service Training 126

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. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Service 101

Customer Service Airlines Chatbots Resources 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. So, it’s time for a more positive spin on all of this. For information contact or www.hyken.com.

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Customer Service Airlines Self Service Tips 83

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.

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Customer Service Net Promoter Score Airlines Contact Center 91

ShepHyken

NOVEMBER 26, 2018

Here are a few ideas on how to retain those happy customers. Customer Experience by Tom Fishburne. Marketoonist) Singapore Airlines has long been a pioneer in customer experience, not just in airlines, but the hospitality industry in general. They tell others. Follow on Twitter: @Hyken.

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Customer Service Airlines Employee Engagement Rewards Programs 87

ShepHyken

JUNE 5, 2017

This article has a number of tips that are focused on retail, but also includes information that is relevant for B2B types of businesses. Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. My Comment: The airline industry is a hot topic in the world of customer service.

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Airlines Customer Service Retail Telecommunications 74

ShepHyken

APRIL 17, 2017

United Airlines and the Dollars and Cents of Customer Experience by Augie Ray. The answer is no and yes and, this is a customer experience lesson for business leaders. The answer is no and yes and, this is a customer experience lesson for business leaders. Social media gives customers a loud voice and a huge platform.

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Social Media Customer Service Airlines Loyalty 79

ShepHyken

JUNE 17, 2018

My Comment: Do you have the kind of relationship with your customers where they will give you the benefit of the doubt? How Customer Support Can Adapt to Keep Up with Customer Expectation by Steven Schuler. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

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Customer Service Airlines Retail Tips 83

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.

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Customer Service Airlines Call Center Case Study 71

ShepHyken

JUNE 4, 2018

How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. Feldberg & Tami Kim. Follow on Twitter: @Hyken.

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Customer Service Airlines CRM Social Media 77

ShepHyken

DECEMBER 3, 2018

On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience. The Mount Rushmore of Customer Service Leaders by John DiJulius. Follow on Twitter: @Hyken.

Customer Service 104

Customer Service Retail Airlines Social Media 104

ShepHyken

MAY 8, 2017

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). By the way, these align with the things we expect from our colleagues at FCR on every customer interaction. My Comment: Here is a deeper dive into the concept of “Customer First.”

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Customer Service Airlines Contact Center Conference 81

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? Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author.

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Loyalty Programs Loyalty Airlines Video 91

ShepHyken

MAY 15, 2017

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! Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

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Customer Service Airlines eBook Loyalty 69

ShepHyken

AUGUST 16, 2016

I have high status on several airlines and one of the perks the airlines offer to their frequent fliers with “status” is to fly standby for earlier flights at no charge. I explained that this was one of the perks of flying a lot on the airline. I had never heard that excuse before. So, I challenged him, ever so nicely.

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Airlines How To Training Customer Service Training 48

Answer Dash

MAY 14, 2018

Just today I was at the airport and had difficulty checking in at the self-service kiosk. Within a matter of seconds, there was an airline employee there to help me. The person was there, looking for opportunities to help customers. Self-service should be something that enhances the typical customer service experience.

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Self Service Customer Service Customer Experience Airlines 77

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.

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Customer Service Loyalty Airlines Loyalty Programs 79

ShepHyken

OCTOBER 12, 2020

But there’s a train of thought that suggests, contrary to this, Ryanair is in fact a customer experience success story… My Comment: So, we know that Ryanair doesn’t win awards for great customer service. On the contrary, they are recognized for their poor service. They don’t hide it.

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Customer Service Loyalty Airlines Meeting 84

ShepHyken

AUGUST 10, 2016

It’s hard to shake off a reputation for bad service that has been going on for years – although they do seem to be getting better. Other industries, such as the airlines and cell phone service providers are doing their best to improve. First, you have to know that customer’s expectations are higher than ever.

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Airlines Policies Government Guidelines 48