ShepHyken

MARCH 3, 2021

I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage. My memory of the few times my luggage was lost by the airlines includes waiting until I’m the last guy standing at the baggage carousel. Even the airline might not know where it is. None of us in that office are happy to be there.

Airlines 154

Airlines How To Travel Customer Service Training 154

Kristina Evey

MARCH 14, 2018

It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. She worked for the airline. She would never insist something be done contrary to airline rules and policies. She was trained.

Airlines 184

Airlines Customer Experience Travel Guidelines 184

BlueOcean

APRIL 1, 2025

According to recent studies , 60% of customer service leaders report feeling pressure to adopt AI in their function. But here’s the disconnect that should give every CX leader pause: 64% of customers would prefer that companies didn’t use AI for customer service. You’re not alone.

Self Service 156

Self Service Effort Score Analysis Chatbots 156

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

C3Centricity

NOVEMBER 16, 2014

Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer service. What has this got to do with your own customer service excellence? You’re not in the airline business? Well in my opinion, quite a lot; let me explain.

Customer Service 223

Customer Service Social Media Connections Customer Centricity 223

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? Customers’ expectations continue to rise. Average won’t cut it.

Customer Service 77

Customer Service Customer Centricity Entertainment Airlines 77

Thematic

MARCH 30, 2025

Customer service is more than just answering questions. It’s also about understanding what your customers need, sometimes before they even ask. That’s why customer service insights are important. Let’s explore eight ways these insights can take customer service from reactive to proactive.

Customer Service 62

Customer Service Strategy Self Service Airlines 62

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. This blog post explores some of the most innovative customer service practices that have emerged in recent times.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

The DiJulius Group

MARCH 23, 2025

The Customer Revolt / Two CX Legendary Brands Struggling / In Search of Greatness / Undercover Customer A weakening economy exposes companies with lousy customer service What do the following companies have in common: TGI Fridays, Red Lobster, JOANN Fabric, Spirit Airlines, Big Lots, Hooters, and Forever 21?

Brands 92

Brands Airlines Groups Customers 92

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

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

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 146

Customer Service Airlines Hospitality Infographics 146

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 98

Customer Service Training Airlines Training Customer Service 98

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 173

Airlines Customer Experience Survey Customer Service Training 173

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

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

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

CSM Magazine

FEBRUARY 5, 2025

When a customer experiences a service failure, you’d assume their trust in the brand takes a hit. Thats the concept behind the Customer Service Recovery Paradox. In this article, well explore real-world examples of companies that didnt just bounce back from service failuresthey came back stronger.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

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

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

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 111

Customer Service Airlines Trends Groups 111

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

ShepHyken

DECEMBER 9, 2024

High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. “Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.

Feedback 74

Feedback Effort Score Airlines Hospitality 74

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

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 296

Strategy Customer Centricity Social Media Analysis 296

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

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

InMoment XI

NOVEMBER 19, 2024

Contact Centers In customer service, contact center AI hallucinations can damage brand credibility. Customers won’t be able to trust a business after getting an inappropriate response to their queries. These cases were either not real, misidentified judges, or featured non-existent airlines.

Contact Center 195

Contact Center Healthcare Training Financial 195