GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. How can you quantify how customers feel about your brand? When it comes to customer happiness, you have to focus on quality over speed. Customers get frustrated with continual back-and-forths.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

ShepHyken

OCTOBER 10, 2016

The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. Whether it’s a seasoned traveler or a first-time flyer, flying is stressful for everyone. When a flying experience goes south, travelers feel desperate for help and seek the reassurance that it will all work out. They don’t like travel hassle.

2016 128

2016 Article Customer Service Airlines 128

Interactions

MAY 22, 2019

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. In my experience, the major problems with booking travel happen at the worst possible time. The survey that we conducted had more than 1,700 participants –both business and leisure travelers. Book flights?

Travel 61

Travel Hotels Hospitality Books 61

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Social Media Government 59

BlueOcean

DECEMBER 13, 2022

Other examples are the collaborations between Hilton and Lyft , Shell and Dunkin’ , Macy’s and Dick’s Sporting Goods , and then there is Scene+ in Canada who’s loyalty program brings together company brands offering movies, travel, shopping, dining, groceries and more all under one consolidated program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

ShepHyken

MARCH 20, 2017

If the customer is willing to share their phone number with you, treat it with respect it deserves. As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Tnooz) Customer service has always been one of the most challenging areas of any service-based business.

2017 75

2017 Article Customer Service Social Media 75

Clarabridge

OCTOBER 23, 2015

Social media has made it easy for people to vent about bad service. Companies no longer control the terms of engagement with customers for customer service. It’s the customer who determines when and how they reach out to a brand. Telecoms are in high demand of social customer service.

Customer Service 64

Customer Service Transportation Social Media Hospitality 64

Interactions

MAY 22, 2019

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. In my experience, the major problems with booking travel happen at the worst possible time. The survey that we conducted had more than 1,700 participants –both business and leisure travelers. Book flights?

Travel 48

Travel Hotels Hospitality Books 48

CSM Magazine

NOVEMBER 15, 2024

This means customer service interactions should reflect these principles in practice. This slogan reinforces the brand’s status as an essential travel companion. Crafting a message that celebrates differences fosters stronger customer relationships and enhances brand reputation. Incorporate social media analysis.

Customer Service 52

Customer Service Social Media Culture Innovation 52

NetBase

MAY 1, 2019

Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. But if you don’t report your results to the people making decisions, they may not realize how vital these social analytics truly are – or why. Are sales up, but social engagement down? Updated May 2019.

Social Media 43

Social Media Metrics Brands Consumers 43

Lithium

JUNE 11, 2019

In that brief moment of time, there were likely a dozen changes that hit the world of social media, causing you to change – in big ways or small – how you go about your day-to-day. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement Customer Care 40

Lithium

JUNE 11, 2019

In that brief moment of time, there were likely a dozen changes that hit the world of social media, causing you to change – in big ways or small – how you go about your day-to-day. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement Customer Care 40

Lithium

JUNE 11, 2019

In that brief moment of time, there were likely a dozen changes that hit the world of social media, causing you to change – in big ways or small – how you go about your day-to-day. And because you wade in the social media waters every day, you know just how quickly the rules of engagement can change.

Social Media 40

Social Media Customer Engagement Engagement Customer Care 40

Thematic

DECEMBER 9, 2019

I still remember one time my husband and I travelled from New Zealand to Singapore with our two little kids. We were on our way to do a European work and travel adventure and decided to spend a few days in Singapore. The intuitive answer is no, since their industry is hospitality / travel. They were 7 months and 2.5

Feedback 126

Feedback 2020 Travel Voice of Customer 126

ReviewTrackers

JULY 17, 2017

And since we can access all of those things — and more — with a few swift taps, it’s no wonder that every aspect of the customer experience has merged onto the heavily traveled mobile highway. But what exactly does this mobile-first mentality mean for companies and their customers? And there’s no exit ramp to turn around.

Customer Experience 112

Customer Experience Social Media 2013 Consumers 112

BirdEye

NOVEMBER 9, 2023

Insurance review sites are platforms where customers can share their experiences and opinions about insurance services and providers. These virtual environments play a role in showcasing your business’s service quality, customer care, and ethical standards.

Insurance 111

Insurance 2023 Financial Feedback 111

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Airlines Retail Social Media 36

Customers Rock!

AUGUST 5, 2011

I recently had an experience with a major car rental company that left me appreciative of individual effort and frustrated at the inability of the company to meet the needs of the customer. The customer doesn’t care whether you try harder. The customer cares whether you get it done. So, what happened?

Travel 71

Travel Social Media Insurance Customer Care 71

NetBase

JUNE 1, 2020

Building Impactful Campaign Strategies: How to Utilize Social Analytics During Difficult Times. How some of the world’s largest travel brands are using social listening to help identify content strategy and program initiatives. Ryan Baker, Social Customer Care Manager, Nutrisystem.

Consumers 64

Consumers Marketing Social Media Events 64

Lithium

NOVEMBER 9, 2018

The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. 2: Unite your marketing and customer care efforts. Hess shared a personal story: after he sought customer care from its manufacturer, inquiring about replacing the glass only.

Social Media 64

Social Media Brands Customer Care Travel 64

Magellan Solutions

MAY 10, 2021

Booking travel arrangements for weekend trips or vacations. Social Media Management. Many potential customers are going to notice and engage through social media. Have someone experienced to handle: Creating content to share on your social media accounts. Customer care support.

Social Media 52

Social Media Advertising Blog Loyalty Programs 52

Magellan Solutions

JUNE 10, 2019

E-commerce customer care. E-commerce customer care is simply customer service for online shops. Its primary goal is to make sure that customers have positive experiences with their online shopping experience. Its methodology focuses on determining the purchasing decisions of customers. Travel booking.

Call Center 75

Call Center E Commerce E-support Social Media 75

Magellan Solutions

FEBRUARY 11, 2021

Booking travel arrangements for weekend trips or vacations. Social Media Management. Many potential customers are going to notice and engage through social media. Have someone experienced to handle: Creating content to share on your social media accounts. Customer Service. Replacements.

Social Media 52

Social Media Hospitality Loyalty Programs Travel 52

Lithium

DECEMBER 6, 2022

Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Thankfully, Khoros’ customer Airbnb has provided a perfect game plan. Analytics.

2022 52

2022 Social Media 2023 Roadmap 52

NICE inContact

OCTOBER 4, 2019

While shopping, at the movies, cooking dinner, waiting in line, or traveling. It means customers can raise a question, voice a complaint or just share their feelings at, literally, anytime. FRT + Prioritization = Managed Customer Service Virality. In other words, stop shopping and start playing Where’s Waldo.

Airlines 55

Airlines Social Media Definition Travel 55

Clarabridge

OCTOBER 11, 2017

Greene King: Greene King has put the Voice of the Customer at the heart of all business decision making. By actively listening and analysing customer feedback from multiple sources, including TripAdvisor, customer surveys and social media, Greene King has been able to act on its customers’ preferences, ensuring customer loyalty.

Customer Experience 40

Customer Experience Social Media Return on Investment Innovation 40

Comm100

FEBRUARY 19, 2020

It’s important to remember though, having too many VIPs could overwhelm your support team and lower the quality of customer care, defeating the purpose entirely. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty.

White Paper 64

White Paper B2C Social Media E-support 64

CSM Magazine

JANUARY 6, 2021

It is important to remember that unhappy customers can always shout louder and reach further than happy customers. This means that unfortunately they can have a bigger impact on your business than happy and satisfied customers. As the saying goes bad news travels faster than good news. Top Tips for Great Customer Service.

Customer Service 59

Customer Service Social Media Travel Document 59

Magellan Solutions

MAY 20, 2021

Social Media. Social media is being used for handling customer service issues and concerns. The customer’s question sometimes is being resolved with a quick response. This makes the character count for each social media a perfect way to relay the message. Representatives handle calls.

Call Center 40

Call Center E Commerce Social Media E-support 40

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. possibly in the world.”.

2020 132

2020 Customer Experience Magazine Consulting 132

Lithium

DECEMBER 28, 2020

The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. 2: Unite your marketing and customer care efforts. Hess shared a personal story: after he sought customer care from its manufacturer, inquiring about replacing the glass only.

Social Media 40

Social Media Brands Customer Care Travel 40

Lithium

NOVEMBER 9, 2018

The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. 2: Unite your marketing and customer care efforts. Hess shared a personal story: after he sought customer care from its manufacturer, inquiring about replacing the glass only.

Social Media 40

Social Media Brands Customer Care Travel 40

Lithium

NOVEMBER 9, 2018

The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. 2: Unite your marketing and customer care efforts. Hess shared a personal story: after he sought customer care from its manufacturer, inquiring about replacing the glass only.

Social Media 40

Social Media Brands Customer Care Travel 40

Lithium

NOVEMBER 9, 2018

The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. 2: Unite your marketing and customer care efforts. Hess shared a personal story: after he sought customer care from its manufacturer, inquiring about replacing the glass only.

Social Media 40

Social Media Brands Customer Care Travel 40

Lithium

NOVEMBER 9, 2018

The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. 2: Unite your marketing and customer care efforts. Hess shared a personal story: after he sought customer care from its manufacturer, inquiring about replacing the glass only.

Social Media 40

Social Media Brands Customer Care Travel 40

Lithium

NOVEMBER 9, 2018

The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. 2: Unite your marketing and customer care efforts. Hess shared a personal story: after he sought customer care from its manufacturer, inquiring about replacing the glass only.

Social Media 40

Social Media Brands Customer Care Travel 40

NetBase

NOVEMBER 21, 2018

This has resulted in a steady rise in business and leisure travel, and higher transaction volumes, which are likely to continue.”. Saving money isn’t always the most important thing to travelers…. It’s just one reason staying on top of things via real-time social analytics is so imperative. It’s almost here!

Hospitality 43

Hospitality Insights Hotels Travel 43