ShepHyken

SEPTEMBER 15, 2024

Restaurants, retail stores, salons and a wide range of businesses leverage loyalty programs to keep customers coming back and transform occasional customers into frequent shoppers. Switchfly outlines how these programs have evolved from punch cards, trading stamps and airline miles into dynamic, tech-driven solutions.

Self Service 86

Self Service Loyalty Programs Customer Service Airlines 86

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 136

Airlines Leadership Training Customer Service Training 136

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 130

Fashion Self Service Interaction Airlines 130

ShepHyken

AUGUST 17, 2022

Carlzon was president of Scandinavian Airlines, and he used this concept to turn a sub-par airline into one of the most admired airlines in the industry. He had plenty of examples of how various interactions passengers had with the airline’s employees created an experience that made them want to return and do business again.

Airlines 136

Airlines Comparison Advertising Customer Service Training 136

ShepHyken

FEBRUARY 13, 2024

Whether the customer drives a $25,000 Ford or a $250,000 Ferrari, if they are treated poorly, they aren’t coming back. Regardless of what store you go to, what hotel you stay at, what airline you fly, and what car dealership you do business with, it’s not about the grandeur or the glamour. It’s about how businesses make us feel.

Customer Experience 145

Customer Experience Transportation Hotels Airlines 145

ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. But, in the airline business, two minutes is a big deal. Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better.

Airlines 91

Airlines Customer Journeys Groups Customer Service Training 91

ShepHyken

JANUARY 10, 2024

It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. Because it’s a different airline, it takes an extra couple of steps, and she didn’t want to do it.” Yes, the second agent took great care of me. I booked an international trip for a speaking engagement. What was it?

Travel 99

Travel Customer Service Airlines Poor Customer Service 99

ShepHyken

AUGUST 4, 2024

By adopting an efficient disruption management framework, airlines can significantly minimise the negative impact on passengers despite the challenges. This proactive approach not only safeguards the airline’s reputation, but also strengthens the overall resilience of the aviation sector. Millions of travelers were delayed or stranded.

Customer Service 83

Customer Service Airlines Policies Advertising 83

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 165

Airlines Advertising Travel Customer Service Training 165

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. .

Airlines 133

Airlines Customer Service Training Course Engagement 133

ShepHyken

MARCH 8, 2021

Singapore Airlines Opens a Customer-Service School for Businesses by Katie Deighton. You could hire the training professionals at Ritz-Carlton, Disney, Zappos, and even our company, The Customer Focus. Introducing a newcome to the list, Singapore Airlines. Now they teach the world exactly how they do it.

Customer Service 146

Customer Service Hospitality Airlines Infographics 146

ShepHyken

FEBRUARY 6, 2024

The captain of the flight was notified and, in the name of safety, made the decision to take the plane out of service. He announced to the passengers exactly what had happened and what the airline would do about it, which was to get everyone and their bags off the plane and onto a different plane. Connect with Shep on LinkedIn.

Communication 98

Communication Airlines Customer Service Training Leadership 98

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

AUGUST 11, 2024

My Comment: A few weeks ago, a software upgrade from CrowdStrike didn’t go well and impacted the customer experience in many industries, especially the travel industry. In short, the computer systems from United, American, Delta, and other major airlines went down, stranding and/or delaying travelers for days.

Self Service 86

Self Service Customer Service Loyalty Programs Travel 86

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.

Customer Service 161

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.

Airlines 118

Airlines Customer Service Training Travel Training 118

ShepHyken

JUNE 20, 2023

territories, such as Puerto Rico. From these stories – and there are plenty more just like them – here are a few lessons we can take away: Customer Service Training: Many problems can be avoided with good customer service training. mainland and U.S. Connect with Shep on LinkedIn.

Customer Service 70

Customer Service Customer Service Training Travel Entertainment 70

Eptica

JULY 29, 2020

You might also be interested in these posts: Why now is a great time to optimise your customer service - Part 2: Analyse your business. Share this page on: Tweet.

Customer Experience 98

Customer Experience Airlines Case Study Guest Experience 98

ShepHyken

OCTOBER 20, 2024

According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t. The author uses three rockstar brands, Amazon, Southwest Airlines, and L’Oréal, to help us understand customer-centricity. Connect with Shep on LinkedIn.

Customer Service 77

Customer Service Customer Centricity Entertainment Airlines 77

Vonage

OCTOBER 24, 2016

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? Then what is your opinion of the service? Your Service.

Airlines 120

Airlines Customer Service Conference Culture 120

Service Untitled

FEBRUARY 3, 2011

When Delta merged with Northwest Airlines, it seemed just to make a wider venue for the endless lack of customer service and concern. Customer service training will center around the universal principals, however it won’t be about offering waivers or bending the rules. Airlines snow storm or snow job?

Airlines 56

Airlines Transportation Travel Customer Service Training 56

ShepHyken

MARCH 10, 2024

Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times. Here’s how to identify and improve your customer journey touchpoints and create a winning customer experience. When you hear the words “surge pricing,” companies like Uber come to mind.

Self Service 83

Self Service Customer Service Airlines Touchpoint 83

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.

Survey 126

Survey Rewards Programs Airlines Hotels 126

CSM Magazine

OCTOBER 30, 2024

Ed Basitan, who was CEO of Delta Airlines during the COVID pandemic in 2020, was also relentless in serving the company’s customers. About the Author John Tschohl is the founder and president of the Service Quality Institute—the global leader in customer service—with operations in more than 40 countries.

Entertainment 52

Entertainment Airlines Customer Service Training Customers 52

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

Vonage

OCTOBER 6, 2015

It’s just a small touch to improve customer experience, but it’s nice (and very convenient) to hear FedEx say “Good morning, Mr. Kaufman. Compare this with the telephone service from my favorite airline and taxi companies. Key learning point to improve customer experience. Your Service” books and founder of UP!

Customer Experience 120

Customer Experience Airlines How To Customer Service Training 120

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.

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

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.

Customer Service 78

Customer Service Customer Service Training Airlines User Experience 78

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

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.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

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.

Customer Service 66

Customer Service Net Promoter Score Airlines Customer Journeys 66

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.

Airlines 103

Airlines Banking Customer Service Training Software 103

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.

Customer Service 85

Customer Service Airlines Wireless Retail 85

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.

Customer Service 91

Customer Service Airlines Feedback Social Media 91

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.

Customer Service 83

Customer Service Airlines Self Service Tips 83

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. It happened to be Mother’s Day on his flight from Columbus to Chicago.

Airlines 84

Airlines Customer Focused Customer Service Training Culture 84

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.

Airlines 99

Airlines Hotels Loyalty Programs Loyalty 99