SharpenCX

MARCH 5, 2020

Some companies get so many customer Tweets and mentions, they have a 24/7 social team on deck to handle the requests (like our friends over at Alaska Airlines ). See why Alaska Airlines is a brand we’re crushing on. Learn 5 examples of good customer service from a top-rated airline. Get the ebook. Keep the customer top of mind.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Fonolo

AUGUST 3, 2017

It’s not uncommon for airlines to be the focus of criticism: delayed flights, poor customer service, costly airfares, etc. But this time we’re going to honour one such airline that did something amazing to help a passenger. Understanding Industry Benchmarks. Here are 5 tear-jerking customer experience stories for you to enjoy.

Customer Experience 83

Customer Experience Airlines Contact Center Benchmark 83

CSM Magazine

JULY 3, 2017

And that means that your competition, as it relates to the benchmark of service, is whoever best last served your customer. One of my clients, Alaska Airlines, implemented a simply brilliant strategy with its “20 minute baggage guarantee.” That’s an example of how our expectations as customers are escalating every single day.

Customer Service 78

Customer Service Airlines Coaching Benchmark 78

GetFeedback

JUNE 10, 2019

Your customers need to know that their opinion is heard and taken into account. Here’s a great example of a customer satisfaction survey from Volotea that measures the qualitative experience after flying with this European low-cost airline. If not, they risk losing them to other airlines.

Feedback 79

Feedback Surveys Airlines Benchmark 79

C Space

SEPTEMBER 30, 2020

GroupWatch will allow up to seven different Disney+ accounts to link up and co-view programming with one another on the streaming service. Invitees, who must have their own Disney+ accounts, can join through those invitations to watch the program together simultaneously on web, mobile or on their connected TVs or smart TVs.

Real estate 40

Real estate Airlines Accountability Sales 40

Global Response

MARCH 27, 2023

When was the last time you had to call an airline to change your flight (or perhaps, get a new flight after they canceled yours)? Or couldn’t figure out how to adjust something important in your account? When was the last time you haggled with a customer service agent over a fine-print return policy that was frustrating?

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

Netomi

SEPTEMBER 20, 2021

Once you have an account, it’s as simple as CC x.ai WestJet, the only 3-peat winner of TripAdvisor’s Best Airline in Canada, has incorporated a chatbot to help serve its millions of monthly website visitors. To download a copy of our Telecom Customer Service Benchmark report, visit here. on an email. Key features: .

Chatbots 126

Chatbots APIs Surveys Analytics 126

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Pointillist

JUNE 15, 2018

The key is to benchmark yourself against competitors and similar companies but most importantly against your own past performance. Previously, search results were based on predetermined software rules and only took into account a few factors such as number of bedrooms and price. Is your retention rate high or low?

Customer retention 110

Customer retention Analytics Airlines Personalization 110

Comm100

MAY 21, 2019

of Southwest Airlines who shares some amazing stories about Southwest’s culture – the people in front of customers and behind the scenes who are energized to deliver amazing service and who all play a part in a positive, flourishing culture. (You can read my longer writeup of this session over at CX Accelerator.). Next up is Ginger Hardage.

Contact Center 58

Contact Center Surveys Best practices Metrics 58

AskNicely

JANUARY 10, 2019

Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. 2018 NPS Benchmark Study. What kinds of results do companies who action their NPS receive? What Is CES?

Metrics 60

Metrics Customer Experience Surveys Feedback 60

Comm100

FEBRUARY 6, 2018

And it’s not just the cost per agent or interaction that companies need to take into account — deployment costs can also vary per software. Here are some other Industry-Specific CRMs by industry: Accounting. BTC Software : Based in the UK, this software is good for small to medium sized tax and accountancy practices and corporates.

CRM 42

CRM Enterprise SaaS Marketing 42