Customer Bliss

JUNE 28, 2018

Let’s face it: the airline industry is tough. Do you remember how many airlines there were when you were a kid?) To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D.

Airlines 135

Airlines Industry Competitive Advantage Travel 135

CX Accelerator

NOVEMBER 7, 2023

It’s at that point I realized that I never received an email from the airline after booking my flight. Surely customer support could help me sort this out. I sent the airline a direct message on X (formerly Twitter) and within an hour they were able to resend to an alternate email address. Back To Blog Home

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Customer Bliss

SEPTEMBER 24, 2019

And why does the customer have to press to get the help they need? Hope is on their way, I understand though, from many airlines. According to Forbes , 69% of airlines stated they will offer passengers real-time updates about the location of their bags.

Airlines 276

Airlines Video Customers Customer Service 276

Experience Investigators by 360Connext

DECEMBER 14, 2021

That means that customers, employees and humans are dealing with anxieties and frustrations in ways that have led to some unfortunate or even dangerous situations. There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Michelli Experience

APRIL 19, 2017

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Airlines 214

Airlines Infographics Customers Customer Experience Design 214

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

ijgolding

SEPTEMBER 24, 2014

Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline ‘story’ – and most of the time the stories are not particularly positive.

Customer Experience 246

Customer Experience Airlines Travel Entertainment 246

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. Follow on Twitter: @Hyken.

Customer Service 147

Customer Service Airlines Hospitality Infographics 147

Vonage

MARCH 16, 2017

Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. It is all a reminder that we are in business for one reason – to service and sell the customer.

Customer Service 149

Customer Service Customer Centricity Airlines Exceptional Customer Service 149

ShepHyken

AUGUST 18, 2021

and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.

Airlines 174

Airlines Customer Experience Survey Customer Service Training 174

Inbenta

JULY 29, 2021

8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. These situations call for superior airline customer service. Achieving top-notch airline support with chatbots. Airline chatbot examples. Let’s face it.

Airlines 88

Airlines Chatbots Self Service Travel 88

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. Airline Customer Service Improved In 2020.

Customer Service 124

Customer Service Airlines Tips Customer Service Strategies 124

Vonage

OCTOBER 24, 2016

When a company reaches the top, does customer service quality still matter? I recently organized a service bench-marking visit to Singapore for 22 Korean sales and service trainers. At the Singapore Airlines Cabin Crew Training Center, one visitor asked, “How does Singapore Airlines stay on top all these years?

Airlines 120

Airlines Customer Service Conference Culture 120

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. How do you gauge customer value?

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Experience Matters

MAY 26, 2015

For the third straight year, USAA took the top spot in the 2015 Temkin Customer Service Ratings , which uses feedback from 10,000 U.S. consumers to rate the customer service of 278 organizations across 20 industries ( see.pdf with full list ). You can see all of the company data on the Temkin Ratings website.

Customer Service 120

Customer Service Airlines Banking Insurance 120

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. 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.

Airlines 106

Airlines Customer Service Automotive Omni-Channel 106

Experience Investigators by 360Connext

DECEMBER 29, 2014

Before you start innovating, remember what customers want, and how to deliver it on their terms! Customer or Company Mission? This post compares the mission statements of two airlines and it’s sure to get you thinking about your own. 13 Tough Questions to Skyrocket Customer Experience Improvement.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

The DiJulius Group

FEBRUARY 25, 2024

Your Company’s Biggest Expense is Unhappy Customers What is a better investment—advertising or customer service training? One study showed that organizations worldwide spend $500 billion per year on advertising compared to only $9 billion on customer service training. That’s a pretty big disparity.

Customer Service Training 80

Customer Service Training Airlines Training Customer Service 80

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

NPS 123

NPS Metrics Net Promoter Score Customer Service 123

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Comm100

NOVEMBER 6, 2017

As true as the legends may be (yes, social media can win you fans and boost customer loyalty ), social media customer service isn’t always sunshine and rainbows. This blog post is a compilation of the worst social media customer service and marketing practices, that every successful business needs to avoid.

Social Media 168

Social Media Examples Customer Service Tips 168

Bill Quiseng

JUNE 19, 2017

Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement.

Customer Service 139

Customer Service Management Employee Engagement Airlines 139

Uniphore

OCTOBER 7, 2021

It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. Here are impressive examples of superior customer service: 1. Sainsbury’s Gives a Young Customer Exactly What She Wants U.K.

Examples 113

Examples Customer Service Company Airlines 113

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. If the agent really was lazy, shame on her for taking a job where she supports customers.

Travel 101

Travel Customer Service Airlines Poor Customer Service 101

Vonage

APRIL 25, 2016

I thought about this experience today as I was checking in at a self-service kiosk at the airport. Almost immediately, an airline employee appeared to help me. Although it was a “self-service” check-in, there was an employee ready and waiting to help the customers. Self-service is not an invitation to ignore the customer.

Self Service 120

Self Service Customer Service Customer Experience Customer Journeys 120

C3Centricity

AUGUST 17, 2020

Another CNBC article highlights others including cruises, fitness, energy and airlines. Whether or not these too were headed downwards or not, customers hold the key to success more than ever before as their spending becomes less impulsive. But only 1% of customers feel that vendors consistently meet their expectations.

Strategy 295

Strategy Customer Centricity Social Media Analysis 295

Kayako

DECEMBER 8, 2016

5: Is it too late to win the customer back? What you can do to rectify bad customer service. At Kayako, we help our customers get better at customer service. We want to make sure our customers are offering excellent customer service so their customers continue to pay for their service or product.

Consumers 120

Consumers Customer Service Poor Customer Service Airlines 120

The DiJulius Group

JANUARY 24, 2023

One company eliminates their customer service, another starts charging patients for messages in amounts that would make most consumers say “Ouch” not to mention “You’ve gotta be kidding me!” Frontier Airlines.

Customer Service 101

Customer Service Airlines Trends Groups 101

Experience Investigators by 360Connext

MARCH 4, 2015

We released our 15th episode , and it’s been quite the learning experience for my co-host Adam Toporek from Customers That Stick and me! Better customer service FTW. In episode 15, we tackle the subject of how certain industries can get away with treating customers poorly and still get good business results.

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

ShepHyken

JULY 1, 2022

This week we feature an article by Prabhjinder Bedi, Chief Growth Officer at Tech Mahindra Business Process Services. He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments.

Airlines 78

Airlines Travel Hotels Social Media 78

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

Vonage

NOVEMBER 24, 2015

And that is what brings me to the point: Friendly customer service is contagious. Just like the old saying, “Enthusiasm is contagious”, I would extend that to customer service as well. Sometimes, passengers seem to think that bad weather is the airlines’ fault, but nobody seemed to have that opinion on that day.

Customer Service 120

Customer Service Airlines Customers Culture 120

CSM Magazine

APRIL 8, 2021

Lots of executives talk about their focus on customer service. Over the decades I’ve been researching and speaking, it has become very clear to me that: The most successful organizations in the world—business, government, and non-profit—keep customer service at the center of their work. I like to follow service leaders.

Customer Service 110

Customer Service Advertising Airlines Financial 110

Kayako

JANUARY 25, 2019

Customer experience expert Jeanne Bliss joined us for a webinar where she spoke with us about her new book ‘Would You Do That to Your Mother’, and how businesses can provide customer service that would quite literally “make mom proud!”. Alaska Airlines developed a “ We trust you toolkit” for all their employees.

Chief Customer Officer 123

Chief Customer Officer Airlines Case Study Customer Service 123

Kerry Bodine

JUNE 7, 2017

JetBlue built its brand on being a different kind of airline. At a time when other US-based airlines were cutting leg room, eliminating meals, and charging for bags, JetBlue gave flyers room to stretch, provided free yummy snacks, and resisted financial pressure to nickel and dime its customers with fees. and “Trays.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184