ShepHyken

FEBRUARY 13, 2024

And both dealerships – Ford and Ferrari – provide stellar customer service. All customers should be treated equally, with respect and dignity. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. The answer is simple. Connect with Shep on LinkedIn.

Customer Experience 146

Customer Experience Transportation Hotels Airlines 146

Brad Cleveland Blog

JANUARY 15, 2021

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. In this video, I’ll discuss five common pitfalls when developing strategies.

Customer Service Strategies 42

Customer Service Strategies Customer Service Airlines Customers 42

Oracle

AUGUST 26, 2020

When many customers have issues that require personalized answers—like wanting to cancel airline tickets or check a warranty—intelligent advice can bring in a customer’s unique context through a decisioning process and quickly provide resolution without needing an agent’s intervention.

Exceptional Customer Service 99

Exceptional Customer Service Customer Service Leadership Culture 99

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

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2023 Customer Service 2024 Airlines 90

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 was a model customer service agent; friendly and helpful.

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Airlines Customer Service Training Travel Connections 119

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. Feldberg & Tami Kim.

Article 77

Article 2018 Customer Service Airlines 77

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 138

Airlines Leadership Customer Service Training Definition 138

ShepHyken

AUGUST 17, 2022

It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

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Airlines Books Advertising Customer Service Training 138

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. MYTH – Great customer service starts with understanding the customer is always right. Unfortunately, the customer may always think he is right, but in reality, that just isn’t the case.

Blog 0

Blog Customer Service Communication Customers 0

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

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2022 Article Customer Service Net Promoter Score 66

ShepHyken

JUNE 20, 2023

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. There is the soft-skill side of customer service, being friendly and empathetic.

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Customer Service Customer Service Training Travel Entertainment 71

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.

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Airlines Workshop Customer Service Training Customer Service 93

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. My friend, Joel Comm, shared three interesting ways to cut costs that make sense because none impact the service customers are used to experiencing.

Article 13

Article 2022 Customer Service E Commerce 13

ShepHyken

APRIL 24, 2020

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. customers and? hotels and airlines.

Customer Service 61

Customer Service Airlines Travel Entertainment 61

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. Her story is an interesting one. The captain of the flight was notified and, in the name of safety, made the decision to take the plane out of service. It also falls under leadership and management.

Communication 99

Communication Magazine Airlines Workshop 99

Brad Cleveland Blog

JANUARY 15, 2021

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a … Continue reading → The post Customer Service Strategy: Avoid Common Pitfalls appeared first on Brad Cleveland.

Customer Service Strategies 26

Customer Service Strategies Customer Service Airlines Customers 26

ShepHyken

NOVEMBER 19, 2024

And thats exactly what happened on a recent cross-country American Airlines flight. Heres what happened: I fell asleep shortly after takeoff, and the meal service was over by the time I woke up.My Heres what happened: I fell asleep shortly after takeoff, and the meal service was over by the time I woke up.My

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Airlines Workshop Customer Service Training Customer Service 62

Kustomer

MAY 5, 2020

The world has changed, and customer service is changing right along with it. Below are three ways customer service teams must adjust in light of the global pandemic. Companies who approach customer service with a deeper level of empathy are more likely to maintain loyalty and win new business. Empathy Is #1.

Customer Service 52

Customer Service Omnichannel Airlines Document 52

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.

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Banking Airlines Advertising Customer Service Training 127

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 analyze it, use it, make changes with it, and once you have done that, you should communicate with your customers that because of them, change is happening. I get a survey.

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Rewards Programs Airlines Hotels Feedback 127

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

2016 0

2016 Customer Service Social Media 2015 0

Brad Cleveland Blog

FEBRUARY 14, 2020

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a … Continue reading → The post Customer Service Strategy: Avoid Common Pitfalls appeared first on Brad Cleveland.

Customer Service Strategies 26

Customer Service Strategies Customer Service Airlines Customers 26

Second to None

MARCH 30, 2018

Here are three fundamental tools for building a superior customer-service strategy. I recently had a meeting with a marketing executive from an airline. But it’s their customers—their very pissed-off customers—who are doing the marketing for them. Think beyond marketing.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Brad Cleveland Blog

FEBRUARY 14, 2020

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. It’s called doing things.” ” He makes a great point.

Customer Service Strategies 29

Customer Service Strategies Customer Service Airlines Customers 29

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service! Let’s make sure your customers do. What makes it high touch?

Customer Service 52

Customer Service Customer Experience Customers Travel 52

Service Untitled

JUNE 18, 2012

It seems that even the TSA is under scrutiny as to their lack of customer service, and passengers who have encountered problems trying to navigate through the woes of 21st century airport security have a valid argument. Customer service, even at its most basic qualifier demands an individual be treated respectfully.

Poor Customer Service 46

Poor Customer Service Transportation Customer Service Airlines 46

NICE inContact

MAY 10, 2019

At the same time, the customer experience has become the #1 competitive differentiator, making many companies examine and reconsider their customer service strategies. For Swedish Rail and its partner WebHelp, the journey continues.

Customer Experience 10

Customer Experience Social Media Omnichannel Airlines 10

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult. Shep Hyken.

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Blog Airlines Social Media Communication 86

LiveChat

OCTOBER 19, 2018

Social media has changed customer service forever and buyers are benefiting most. But this shift makes the jobs of customer service teams’ harder. They now face the daily challenge of managing social media customer service and meeting ever-growing customer expectations. Why is that the case?

Social Media 35

Social Media Customer Service Multi-Channel Airlines 35

Kustomer

JUNE 11, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Omar Pera, CEO at Reply AI, joins Gabe Larsen to discuss how to use artificial intelligence to make customer service faster and smarter. Instantaneous is the Expectation of the Customer. Omar’s background is in solar engineering.

Customer Service 52

Customer Service Customers Download 2015 52

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. Customer service is merely one aspect of a larger whole : Customer experience.

Definition 78

Definition Customer Experience Net Promoter Score NPS 78

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. Customer service is merely one aspect of a larger whole : Customer experience.

Definition 78

Definition Customer Experience Net Promoter Score NPS 78

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. Think about it. Or recommend them to your friends and family?

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NPS Customer Centricity Loyalty Presentation 78

Kustomer

AUGUST 6, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by CloudTask CEO, Amir Reiter, and VP of Marketing, Tom Jenkins, to discuss outsourcing and how to adapt in today’s dynamic markets. You’re listening to the Customer Service Secrets Podcast by Kustomer. Why not do it?

Customer Service 52

Customer Service B2C B2B Sales 52

Brad Cleveland Blog

FEBRUARY 14, 2020

Herb Kelleher, co-founder and former CEO of Southwest Airlines, once said, “We have a strategic plan. Developing strategies shouldn’t be an overly academic or formal exercise, with the result being a plan that’s really not put to use. It’s called doing things.” ” He makes a great point.

Customer Service Strategies 20

Customer Service Strategies Customer Service Airlines Customers 20

Tricia Morris

JANUARY 29, 2016

Apple’s iPhone comes in a myriad of sizes, storage amounts, and colors; BMW offers the sporty 3 Series, the luxury 7 Series, and a mid-point 5 Series to cater to its diverse customer base. Look no further than an organization’s customer service strategy to understand what I am talking about. This cannot be understated.

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Customer Engagement Engagement Travel Advertising 71