Enghouse Interactive

JULY 29, 2020

Delivering this consistently means trusting and empowering your people, as this second case study from Alaska Airlines shows. #2: 2: A Case Study to #MakeMomProud: Alaska Airlines Decided that Employees Can Make It Right. Everyone at Alaska Airlines is held accountable, given permission, and trusted to help a customer in need.

Airlines 40

Airlines Chief Customer Officer Accountability Personalization 40

CCNG

JULY 12, 2023

My flight was delayed for 3 hours, it wasn’t all bad I enjoyed airport sushi and interacted with several American airlines employees. It may not surprise you that the next day I got a survey, they wanted my feedback! They already know my feedback, they already know I missed my connection.

CCNG 195

CCNG Airlines Surveys Feedback 195

Beyond Philosophy

SEPTEMBER 23, 2021

The flight attendant told me the airline was canceling the flight and wanted to let me know first because I had so many miles with the airline. Also, the airline had already booked me on another flight and wanted to allow me to get off the plane before they told anyone else. Something that has changed is digitization.

Airlines 273

Airlines Feedback Self service Best practices 273

Fonolo

JUNE 27, 2018

As the weather warms up in the West and many take off for their summer holidays, customers are increasingly dealing with big-brand companies in the business of travel: Airlines. Frontier Airlines. This airline sucks! and draining their bank accounts: Ok is there a freephone number? How can you run a business like this?

Airlines 52

Airlines Abandon rate Entertainment Banking 52

Stratifyd

MAY 14, 2019

The American Customer Satisfaction Index (ACSI) released its annual travel report and found that customer satisfaction in the airline industry has increased by 1.4%. So, are airlines actually motivated by commitment to customers, or are they just focusing on the pricing competition to get more business? If so, you’re one of few.

Airlines 40

Airlines Entertainment Surveys Upselling 40

Beyond Philosophy

JUNE 11, 2021

We also discovered that when they were squeaking, we would add resources to manage their accounts. We ended up where we had customers generating decent revenue, but nowhere near the revenue they should to warrant the resources that we had devoted to the management of the account. Holding Customers Accountable.

Airlines 248

Airlines Accountability Banking Telecommunications 248

Andrew Mcfarland

APRIL 11, 2017

To account for this. It may be legal under carriage contracts to forcibly remove peaceful passengers from a plane, as United did earlier this week, but it’s a bad idea. Not all passengers who book tickets show up for flights.

Airlines 86

Airlines Accountability 86

Beyond Philosophy

DECEMBER 10, 2021

Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable. Reichheld also wanted it to be accounting-based because it is well regulated, and there are rules for measurement.

Airlines 273

Airlines Metrics Accountability SaaS 273

Nicereply

DECEMBER 8, 2020

When should agents be held accountable for bad CSAT scores? There are several situations where your agents should be held accountable for a bad CSAT score. says Colleen Barrett , Southwest Airlines President Emeritus. Agents can only be held accountable for situations that they have full control over. It’s not my fault!”

Accountability 66

Accountability Airlines Feedback Customer Service 66

Netomi

SEPTEMBER 3, 2022

This summer, the airline also announced that it would be getting rid of expiration dates on flight credits issued to passengers, becoming the first major US airline to establish such a policy. An airline could proactively send her a message telling her that the flight is full, but there is space for the dress in the crew compartment.

Airlines 98

Airlines Transportation Multichannel Government 98

Beyond Philosophy

DECEMBER 6, 2019

Ensure that you take that into account when you make these decisions. In our Global Customer Experience Consultancy, we were doing some work with an airline. This airline didn’t call customers passengers. Are you too focused on sales revenue? How do people talk about customers at the organization?

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

JUNE 27, 2019

For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. Or maybe you got an uneasy feeling when the site wanted to access your Facebook account. KFC in China is getting people to pay with their faces.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

ShepHyken

JANUARY 18, 2019

It’d be like getting on an airline that’s committed to a great in-flight experience, but the pilot’s messages can only be 30 seconds in length, flight attendant interactions are limited, and you have a brief survey at the end asking how your peanuts were. Would you ever use that airline again?

Customer Experience 236

Customer Experience Airlines Average Handle Time Contact Center 236

Beyond Philosophy

JANUARY 18, 2016

The flight attendant on Jetstar Airways, an Australian budget airline, asked the woman how many weeks she was gesturing at her midsection. Like many airlines, they have a policy that women after 28 weeks must turn over a doctor’s note that they are okay to fly. The airline later sent a flight voucher to apologize for the incident.

Airlines 274

Airlines Entertainment Banking Consulting 274

Branch Mesenger

JULY 23, 2018

He was the CEO of American Airlines. I got a job at American Airlines -- a place where you couldn’t even get an interview. Older people will call on the young adults to run their accounts -- namely Facebook campaigns that will drive sales. When I finally had the honor of meeting the CEO of Southwest Airlines, George H.W.

Airlines 48

Airlines Accountability Personalization Sales 48

Fonolo

OCTOBER 8, 2020

I just want to redeem my airline credit. United Airlines. Delta Airlines. ChaseSupport I’ve spoken to 6 different reps so far and spent over 40 minutes on hold over an online account access issue. worth of fraudulent charges on my account and your customer service is horrible! Thinking of closing my account.

Airlines 141

Airlines Banking Accountability Contact Center 141

ShepHyken

JULY 1, 2022

Since the global pandemic hugely impacted the airline sector, the metaverse has become increasingly important. With thousands of potential routes and fares at their fingertips, airlines have to ask themselves how they can provide relevant information to individual customers.

Airlines 181

Airlines Upselling Customer Experience Chatbots 181

pindrop

JULY 6, 2021

Airlines, banks, stock exchanges, and trading platforms suffered brief website outages this week 1 after a key piece of internet infrastructure failed, sparking the second major interruption of the past two weeks. . Please click here to learn how First National Bank of Omaha saved 2.5

Airlines 104

Airlines Banking Call Center Accountability 104

Fonolo

DECEMBER 6, 2017

The list is determined by the number of tweets, with the phrase “on hold with”, directed to a brand’s account. The Worst Offenders Include Apple, Amazon, Airlines and 7 on Your Side: Apple, Verizon top ‘on hold’ complaints list ). Delta Airlines!

Airlines 0

Airlines Telecommunications Benchmark Call Center 0

Beyond Philosophy

JUNE 11, 2015

A third is “Bluebird”, a prepaid debit card which functions as a Walmart customer’s alternative to having a checking account, with which they can make deposits, pay bills – – and shop at Walmart. Airlines, as well, are doing their part to diminish the perceived value of their customer loyalty programs.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Beyond Philosophy

NOVEMBER 22, 2017

Was Wells Fargo “building relationships” when it opened all those unauthorized accounts? Wells Fargo deceived millions of customers, opening accounts without telling them. Unbelievable: Latest Airline Fiasco! Organizations love to talk about building relationships with customers. Think about the recent Wells Fargo scandal.

Airlines 338

Airlines Consulting Consulting Advertising 338

Fonolo

APRIL 25, 2019

It’s not often that you get to hear exceptional and positive customer service accounts, so today we bring you five that will shock you – but in the best of ways. Problem-Solving: Singapore Airlines. ICYMI: All airlines have what’s called a medical emergency clause. Start the Car, Stop the Car: IKEA UK.

Customer Service 104

Customer Service Airlines Contact Center Accountability 104

Beyond Philosophy

APRIL 15, 2019

Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Define expectations and establish accountability. Essential Considerations for Your Customer Service Culture. They see a problem, and know it has to be fixed, but it’s uncomfortable.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

Myra Golden Media

NOVEMBER 14, 2017

I was trying to check in for my American Airlines flight on my phone. Choose an Administrator at your company, and that person can add users to your account, assign courses and run progress reports with a couple clicks of the mouse! I was able to get one boarding pass, but not the other. Golden, this is a system error.

Airlines 153

Airlines Accountability Personalization Customer Service 153

Global Response

JANUARY 9, 2023

Southwest Airlines. If you’ve spent any time traveling—or talking to people who do—you’ll notice that Southwest Airlines has a sizable following, a rarity for airlines. For example, Southwest allows you to check two bags for free—while many other airlines charge $25, $35 or even $50 per checked bag.

Airlines 62

Airlines Customer centricity Feedback Metrics 62

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. Accountants today couldn’t imagine performing their job without some form of calculator. In fact, who would trust an accountant who did not use a machine to supplement their skills?

Contact Center 279

Contact Center Self service Banking Airlines 279

Kayako

MAY 13, 2022

Self-service portals provide the foundation of modern customer care by allowing customers to help themselves with information about products, services, the company, account information, and order status. The portals also automate routine customer issues such as changing account information or passwords. Privacy policies.

Self service 110

Self service Accountability Airlines Customer Care 110

AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Surveys 74

Surveys Airlines CRM Feedback 74

ShepHyken

MARCH 23, 2018

For example, United Airlines suffered a 4% decrease in market share after the airline’s overbooking practices precipitated a passenger being dragged off a flight. The 2016 Wells Fargo scandal for opening unauthorized client accounts resulted not only in penalties but in stock declines and lawsuits.

Airlines 205

Airlines Morale Benchmark Marketing 205

Vonage

OCTOBER 6, 2015

Whenever I call Federal Express to arrange an outgoing shipment of Ron Kaufman books, tapes, videos and learning resources, FedEx already knows my name, address and account number … even before I tell them who is calling. Compare this with the telephone service from my favorite airline and taxi companies. Finally, I asked.

Benchmark 97

Benchmark Customer Experience Airlines Education 97

Babelforce

NOVEMBER 4, 2021

And, unlike all those emails which go unopened or land in neglected accounts, people actually read their WhatsApp messages. Use this for queries about topics such as: Opening hours Order updates Account status checks Simple sales processes. #4 Messages on the platform have a 99% open rate. . 4 Deflect calls to WhatsApp.

Customer Support 98

Customer Support Contact center software Contact Center Self service 98

AskNicely

NOVEMBER 29, 2016

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice.

Surveys 60

Surveys Airlines CRM Feedback 60

Quiq

FEBRUARY 3, 2023

Whether a hotel, airline, car rental company or experience provider, you can provide superior service to your customers without overworking your support team. In 2019, the travel and tourism industry accounted for 1 in 10 jobs around the world. Airlines and car rental companies also dropped 1.3% Travel is back, but labor is not.

Customer Service 80

Customer Service Chatbots Airlines Feedback 80

ShepHyken

AUGUST 30, 2019

By producing valuable content and distributing it through channels like your blog, email, social media accounts, and even SMS, you’ll start to build engagement with your customers. Some hotels and airlines are particularly good at creating these types of loyalty programs.

Airlines 263

Airlines Metrics Advertising Sales 263

Interactions

SEPTEMBER 9, 2021

In the last decade or so, banks have allowed you to use your smartphone to upload images of your checks and cash them in your account. Being able to check in online and print boarding passes alleviated some of this stress, but airlines have taken this further in line with digitized demands.

Airlines 62

Airlines Banking Journey mapping Accountability 62

CSM Magazine

MARCH 31, 2022

With a customer portal, customers can access their account information and make changes themselves, without having to contact customer service. Customer portals can include features such as: Account information. Customer portals are available for a variety of businesses, including airlines, banks, hotels, and car rental companies.

Customer effort 52

Customer effort Self service Airlines CRM 52

Vonage

DECEMBER 18, 2018

People coming into the bank to make a simple transaction may also ask about opening a savings account for their child’s college. Contrast that with a 30-minute delay with another airline, accompanied with frequent, useful communication and a voucher for the inconvenience. Which airline are you likely to choose going forward?

Customer Experience 101

Customer Experience Customer Service Banking Airlines 101