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. by Nick Ismail.

Airlines 78

Airlines Customer Service Loyalty Programs Chatbots 78

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

JUNE 6, 2018

Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal. But, what about when it comes to customer service?

Airlines 99

Airlines Hotels Loyalty Programs Loyalty 99

ShepHyken

APRIL 17, 2017

Bestselling author and business expert, Joseph Michelli, shares five important basics that you must consider if you want those sought-after customer referrals. How to Drive Customer Loyalty Among Millennials by Timi Garai. Emarsys) Loyalty needs to be fun. A repeat customer may not be a loyal customer.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

JUNE 17, 2018

It’s simple: You don’t just create a customer experience that’s better. 5 Ways to Build Customer Loyalty by Christy Bieber. The Motley Fool) Your company can model other successful businesses in encouraging customers to become repeat shoppers. My Comment: Who doesn’t want customer loyalty!?

Customer Service 83

Customer Service Airlines Retail Tips 83

ShepHyken

MAY 22, 2017

was at the heart of driving employee loyalty and retention. My Comment: If you want to keep your best employees and have them engage with your customers, then maybe you need to give them a little CRAP! 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Airlines Self Service Tips 83

ShepHyken

OCTOBER 12, 2020

That fact alone provides a valuable compass for innovating your customer experience during Covid-19, as well as reimagining what it could look like post pandemic. 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. That’s what caught my eye.

Customer Service 84

Customer Service Loyalty Airlines Meeting 84

ShepHyken

NOVEMBER 26, 2018

My Comment: This short article reminds us that no matter how much you are investing – or plan to invest – in technology to deliver a better customer experience, your first investment should be in the morale of your people. Customer Retention Made Easy by Samir Palnitkar. Customer Experience by Tom Fishburne.

Customer Service 87

Customer Service Airlines Employee Engagement Rewards Programs 87

ShepHyken

JUNE 5, 2017

Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

APRIL 6, 2020

Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. My Comment: I’ve always preached that there are two types of loyalty programs.

Customer Service 79

Customer Service Loyalty Airlines Loyalty Programs 79

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.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

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! There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. .

Customer Service 69

Customer Service Airlines eBook Loyalty 69

CSM Magazine

DECEMBER 2, 2022

When an employee greets loyal customers by using their names, it makes those customers feel valued and increases their loyalty to your business. Deciding factors for customers include the quality of your food, price, good service—and employees who address customers by name. I hope to see you again soon.”.

Competitive Advantage 52

Competitive Advantage Airlines Training Customer Service Training 52

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ShepHyken

MAY 1, 2017

So when a several big brands in the beverage, transportation, banking and airline industries were suddenly in the global media hot seat, we had a laugh and productive conversations behind the scenes. Repeat business is not built on a foundation of customer loyalty. For information contact or www.hyken.com.

Customer Service 85

Customer Service Social Media Retail Transportation 85

ShepHyken

JANUARY 30, 2017

My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. According to the article, customer loyalty is dropping with a big percentage of those defecting customers coming from the digital experience. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Airlines Social Media Software 48

Service Untitled

MARCH 12, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer loyalty and Toyota Cheryl March 12, 2010 Behind the Scenes , Customer Service , Specific Companies 2 Comments There have been 8 million Toyota vehicles recalled. You can leave a response , or trackback from your own site.

Loyalty 43

Loyalty Airlines Automotive Government 43

ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. So, I went on Twitter and direct messaged American Airlines that I was going to miss the flight. That’s the way social customer care should be handled. Their response time was excellent.

Social Media 89

Social Media Self Service Customer Service Marketing 89

ShepHyken

JANUARY 22, 2018

My Comment: This is a fascinating article with a focus on customer service delivered through social channels. The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service.

Customer Service 93

Customer Service Chatbots Wireless Airlines 93

Win the Customer

NOVEMBER 14, 2016

Why exhaust your marketing budget when you can get your customers to spread the word for you? An American Express report showed that consumers who use social media to engage with businesses on customer service issues exhibit more loyalty and are even willing to pay more. Conclusion.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

SurveySparrow

OCTOBER 1, 2023

High-touch services in the airline industry mean you get access to dedicated check-in counters, where there are no long lines. You breeze through security checks, and once onboard, you enjoy exclusive in-flight services that make your journey truly special. Priority Support Picture yourself as a premium passenger at an airport.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

ShepHyken

MARCH 7, 2022

Each week I read many customer service and customer experience articles from various resources. How to Build Customer Loyalty by Sharing the Inflation Burden by Joel Comm. Here are a few ways you can take a page from their playbook to build more customer loyalty. Brilliant thinking!

Customer Service 13

Customer Service Self Service Retail Airlines 13

ShepHyken

SEPTEMBER 26, 2016

(Conversocial) The stats are loud and clear, and we’ve heard them over and over again: the cost for bad customer service is high. “78% 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience”, according to American Express. For information contact or www.hyken.com.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

ShepHyken

MARCH 20, 2023

Last year Frontier Airlines discontinued the ability to contact customer support. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus™ to learn more about our customer service training programs.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130