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Loyalty Programs!?! We Don’t Need No Stinkin’ Loyalty Programs!!!

Beyond Philosophy

Walmart, has been considering development of its own ‘house’ bank, which would provide even more customer data. In place of a loyalty program, Asda believes it provides customers with what they want most, a “great multichannel retail experience”. And, none of this has helped the airline industry’s image and reputation.

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Is customer service investment actually delivering?

Eptica

A good example of the benefits of overhauling customer service is budget airline Ryanair. Given the cost of recruiting new customers, it is vital that businesses retain their existing ones, particularly at a time of increased competition in every market. The result? Share this page on: Tweet.

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Chatbots: What Role Should They Play in Customer Service?

VocalCom

Many industries are using chatbots in this capacity with great success—notably, the airline and banking sectors. United Airlines uses a chatbot called AutoPilot to help customers with all their flight information needs, while Bank of America’s “Erica” chatbot helps customers with nearly every aspect of account management.

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Out of Touch and out of Business: The Universal Problem of Poor Contactability

CSM Magazine

The worst performing sectors were airlines and delivery services, with just 10% of consumers scoring them as excellent while delivery firms were voted poor by the highest percentage of respondents (24%). Retail banking was the second highest rated, with 24% giving banks an excellent score in this area, followed by hotels at 23%.

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Customer service in a mobile-first world

Eptica

This means brands need to look at how they resource contact centers to cope with different patterns of user behavior – for example if you are an airline you need to be able to deal with customers 24×7, on their channel of choice. Use mobile capabilities Mobile devices offer brands a range of new ways to interact with consumers.

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5 key findings around customer trust in retail

Eptica

This made them the top two sectors in the Study, above banking, travel and insurance. In comparison, banks and airlines were both voted as most trusted by 3% of those surveyed. Retailers are not enabling multichannel conversations Performance varies considerably between channels, with a definite bias towards the web.

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Which sectors offer the worst customer experience?

Eptica

They demand the same excellent customer experience when dealing with a utility or bank as when buying a book or DVD online. So sectors where there is a lot of choice, such as retail, restaurants, and airlines, have invested heavily in customer experience. Share this page on: Tweet.