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 Presentation Customer Service 130

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 Connections 115

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.

2020 121

2020 Article Customer Service Airlines 121

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.

Article 102

Article 2019 Airlines Customer Service 102

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 Government Travel Customer Service Training 87

ShepHyken

OCTOBER 10, 2016

However, US airlines aren’t exactly known for their warm and fuzzy customer service. Flyers can feel abandoned, as if the airline doesn’t even care. Airlines are known for customer service horror stories, although many of the issues are due to weather, air traffic control and even an occasional mechanical problem.

2016 127

2016 Article Customer Service Airlines 127

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.

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Airlines Leadership Customer Service Training Definition 133

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.

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Airlines Books Advertising Customer Service Training 133

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.

2018 86

2018 Article Airlines Customer Service 86

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 2008 Customer Focused Customer Service Training 83

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.

Article 78

Article 2018 Airlines Customer Service 78

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 Travel 98

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.

2017 98

2017 Article Customer Service Airlines 98

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 Consulting 100

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.

2018 78

2018 Article Customer Service Customer Service Training 78

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 Customer Service Training Customer Service Information 85

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.

2017 82

2017 Article Customer Service Airlines 82

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 Government Customer Service Training Brands 86

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.

2016 122

2016 Article Customer Journey Mapping Customer Service 122

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.

2017 79

2017 Article Social Media Customer Service 79

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.

Article 83

Article 2018 Customer Service Airlines 83

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.

2017 74

2017 Article Airlines Customer Service 74

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.

Article 84

Article 2018 Customer Service Airlines 84

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.

Rewards Programs 124

Rewards Programs Airlines Hotels Feedback 124

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.

Article 83

Article 2018 Customer Service Airlines 83

ShepHyken

JANUARY 27, 2020

The airline didn’t need to see my boarding pass. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Follow on Twitter: @Hyken.

2020 20

2020 Article Customer Service Customer Retention 20

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Article 80

Article Customer Service 2024 Airlines 80

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.

Article 103

Article 2018 Customer Service 2019 103

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.

Banking 125

Banking Airlines Advertising Customer Service Training 125

ShepHyken

JANUARY 30, 2017

My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Yet as good as they are, there are bound to be problems.

2017 81

2017 Article Customer Service Airlines 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.

Loyalty Programs 90

Loyalty Programs Loyalty Airlines Customer Service Training 90

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.”

2017 81

2017 Article Customer Service Airlines 81

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.

Article 76

Article 2018 Customer Service Airlines 76

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.

2018 91

2018 Article Customer Service Wireless 91

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.

2016 78

2016 Article Customer Service Loyalty Programs 78

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.

Article 87

Article 2021 Customer Service Airlines 87

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.

2017 69

2017 Article Customer Service Airlines 69