Three ways airlines are reinventing COVID travel
TELUS International
APRIL 5, 2021
Here's what airlines are doing to keep travelers safe while streamlining the customer experience (CX). Air travel has changed significantly due to COVID-19.
Getting to Know ASUGA: Ann Swift, Southwest Airlines
Aspect
DECEMBER 10, 2019
Ann is the manager of Workforce Systems for Southwest Airlines. When asked how her employer supports her being a part of the ASUGA community, Ann said Southwest Airlines is big about becoming partners with their vendors. The post Getting to Know ASUGA: Ann Swift, Southwest Airlines appeared first on Aspect Blogs.
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3 best practices for proactive communication
Interactions
APRIL 1, 2021
If an airline is experiencing severe delays due to a storm, they may use a proactive banner message to alert travelers. But in order to build trust and likeability, there are a few best practices that should be kept in mind. These best practices will help establish a solid foundation of trust between the customer and your brand.
Lessons from the Southwest Airlines CX Disaster
Vistio
JANUARY 9, 2023
We just witnessed the Southwest Airlines holiday meltdown of 2022. The debacle that ensued can be attributed primarily to Southwest’s Direct Route Model as opposed to the Hub and Spoke Model that most of the other airlines use. Additionally, antiquated technology made it hard to mobilize pilots and staff along other flight routes.
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How to Create a Feedback Form [Best Practices & Checklist]
Nicereply
APRIL 11, 2023
Use these best practices and checklists to turn your feedback forms into key sources of customer insights for your business. We’ll look at specific best practices next, but keep this mantra in mind along the way. Best practices when creating customer feedback forms 1. Make it easy.
3 Best Practices for Travel and Hospitality brands to thrive in the new normal
Interactions
MAY 20, 2021
Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. . Or should hotels and airlines continue to be cautious? We put together three best practices to help guide brands as they navigate this transition period. .
I’ll Be Back! The Phrase We All Want Our Customers To Say
Beyond Philosophy
SEPTEMBER 23, 2021
As we said in a recent podcast , you mustn’t just copy industry leaders’ best practices. 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. However, the airline was proactive and made me feel special.
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5 Top Customer Service Articles For the Week of March 26, 2018
ShepHyken
MARCH 26, 2018
Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines. I’ve compiled a list of eight best practices that will improve customer satisfaction.
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5 Best Practices for Effective Customer Satisfaction (CSAT) Surveys
NICE inContact
APRIL 6, 2018
My airline of choice sends email surveys after an encounter with customer service and anytime I talk to my bank via chat massager the chat window ends by asking if I would be willing to take a survey and it has multiple survey deliver options there for me to select. Focus on the delayed response channels (i.e.
Live Chat Support: What It Is, Benefits & Best Practices for 2021
JivoChat
JANUARY 17, 2021
A Virgin Airlines case study found that the conversion rate for customers who used live chat was 3.5 Live Chat Support Best Practices. In this section, we’ll cover live chat support best practices for both customer support agents and managers. Live chat support best practices for agents.
7 Questions That Reveal Whether Your Company is Committed to CX
Beyond Philosophy
DECEMBER 6, 2019
In our Global Customer Experience Consultancy, we were doing some work with an airline. This airline didn’t call customers passengers. One of the best practices I ever saw in an organization was having the top team deal with customer complaints. How do people talk about customers at the organization?
Does your customer experience pass the #MakeMomProud test? Part 2
Eptica
JULY 29, 2020
Categorie(s): Best Practice In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother? Share this page on: Tweet. You might also be interested in these posts: Why now is a great time to optimise your customer service - Part 2: Analyse your business.
5 Top Customer Service Articles for the Week of December 9, 2019
ShepHyken
DECEMBER 9, 2019
How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. My Comment : How does Southwest Airlines continue to deliver extraordinary customer service in the airline industry? CMO) VP of customer support services talks through its latest customer technology transformation.
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10 Things You Must Know to Establish and Preserve Your Customer Service Culture
Beyond Philosophy
APRIL 15, 2019
Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. into company routines.
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Mastering Complaint Management from Customer Feedback
Cyara
OCTOBER 17, 2023
If you search online for "customer complaints," you will inevitably come across numerous stories from every industry, including banks, airlines, telecom providers, and fast food companies. Complaint management or the effective handling of customer complaints within an organization – is always a topic of strong interest and debate.
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What Flight Delays Teach about Customer Recovery
The Petrova Experience
JUNE 29, 2023
Airlines are responsible for compensating travelers affected by controllable delays. Uncontrollable delays, like weather, do not carry the same responsibility for the airlines. The aviation industry classifies weather as uncontrollable not just because the airline has no ability to control the weather.
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Are You Winning on Purpose?—The Creator of the “Net Promoter” Tells Us How!
Beyond Philosophy
DECEMBER 10, 2021
The book lays out some of the best practices for maintaining credibility for the Net Promoter System. Bad profits are also when an airline charges you $200 to change a ticket for a flight six months out. The airline has no cost except the administrative effort, but they’ll charge anyway.
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How good is the digital customer experience from travel brands?
Eptica
APRIL 18, 2018
Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents. Share this page on: Tweet.
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Customer Service in the Time of COVID-19
ShepHyken
APRIL 24, 2020
hotels and airlines. Recognize that companies are doing their best to respond, but might be short-staffed or still piloting a hastily-started work-from-home program. Take a look at the American Airlines COVID specific page they’ve created. Extend that same patience, kindness, and understanding to your agents on the front lines.
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Why customer experience needs to be led from the top
Eptica
JULY 26, 2017
For example, in the wake of the storm around its forced removal of a passenger from an overbooked flight, United Airlines has amended its executive compensation plan to tie a larger proportion of bonuses to improvements in CX. Other airlines already link customer satisfaction to bonuses. Share this page on: Tweet.
10 Examples of Companies Delivering Superior Customer Service
Uniphore
OCTOBER 7, 2021
To do just that, one of the best ways is to learn from the examples of the best in the business. Delivering great customer service above and beyond what people expect relies on various best practices and innovations like Conversational Automation solutions to resolve customer service challenges.
Meeting customer needs at the moment of truth
Enghouse Interactive
JUNE 11, 2021
Sponsored by Enghouse Interactive, it provides insight and strategies to improve engagement through technology, training and processes, based on industry best practice. For example, every airline will need to be prepared for moments of truth around cancelled or missed flights. What is the moment of truth?
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7 Ways Call Centers Can Help With Online Reputation Management
Global Response
OCTOBER 2, 2023
Providing Exceptional Customer Service One of the best ways to effectively manage your online reputation is to provide customers with exceptional customer service in the first place. Companies who have great customer service—think Zappos, Chewy, Southwest Airlines, and so on—tend to get great press online.
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Don’t Let Your CX Become a Battle Between Humans and Technology
Creative Virtual
OCTOBER 4, 2022
As I arrived at the departure gate there was an immediate feeling of foreboding as I could see a large group of people talking to the airline departure staff. There is a proper, best practice way of applying the technological/ artificial intelligence revolution to greatly improve our experiences without the risks I’ve outlined here.
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Rebuilding After the Pandemic
Aspect
APRIL 20, 2020
We started to share customer best practices and lessons learned with an ad-hoc Work-From-Home webinar series. One of our food service customers is trying to take best advantage of a half-million associates to help alleviate the contact center volumes. For two weeks, I was as reactive as our customers.
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Service Level – Are You Measuring it the Wrong Way?
COPC
JULY 20, 2023
As an illustrative example, think of phoning an airline. The best practice is to set a range for service level instead of a static target. Best practice organizations take this even further and focus on the “prime intervals,” which are the intervals in which they receive most of their volume.
5 Fascinating CX Predictions to Inform Your 2019 CX Strategy
Fonolo
DECEMBER 12, 2018
United Airlines’ decision to forcibly eject a customer from an overbooked flight had all of the makings of a PR disaster. Online communities can be a powerful resource for companies, as they allow customers to exchange ideas and best practices, and have a say in product features. The cost of this mishap?
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Leading with Service during the COVID-19 Pandemic
Up Your Service
MARCH 17, 2020
Airlines have shifted from the language of inspirational experience — promoting pampered luxury — to a service language of education about enhanced cleaning and disinfection measures used for your protection. For example, many airlines have waived fees for travellers making last minute changes.
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The Agent Metrics Obsession That’s Killing Customer Experience
Vistio
MAY 8, 2023
The rallying cry is always, “how do we do more with less?” [ 25:15 – 27:12 ] Here’s another great example out of the airline industry in Europe from the 70s and 80s. Today’s real question is how do we learn to think differently? They committed to their niche and didn’t let any other metic get in the way. podcasts.
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10 Cool Chatbot Examples to Inspire Your Project
Inbenta
JUNE 30, 2021
Gol Airlines. Therefore, we’ve decided to list 9 chatbot examples across different verticals and business types to show best practices and simply cases where companies nailed the chatbot project. . Gol Airlines. Some of the great features: It is connected with the Airlines systems. Contents: Introduction.
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Why Exceeding Customer Expectations Can Make or Break a Business
Kayako
MARCH 2, 2017
Let’s take an industry most of us are familiar with: the airline industry. British Airways has been around longer than Virgin Atlantic, so one of the ways Virgin has set itself apart in airline market was by making its customer service a competitive advantage for the business. First complain to one of my favorite airline.
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Three books that highlight the importance of the Voice of the Customer
Eptica
MARCH 27, 2019
Fornell explains how to quantify and increase the value of a firm's customer relationships--what he calls the Customer Asset – using examples from the likes of Amazon.com , American Airlines and Best Buy. As part of this he draws some interesting, counter-intuitive conclusions. Share this page on: Tweet.
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Up Your Service
MAY 24, 2018
Original Grosum Interview Transcript: We grabbed the chance to catch up with Ron Kaufman, world’s leading educator and motivator, author of the book, Uplifting Service, and fourteen other books on service, business, and inspiration, about Organizational Culture and best practices. Do we have any best practices to share?
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Closing the Loop on CX Improvements
CX Journey
DECEMBER 9, 2014
One of the most important best practices of any world-class VoC initiative is to close the loop with customers. Again, I appreciate you taking time to let us know about your experiences via our travel experience survey and hope you continue to do so as we work to build the flyer-friendly airline that you expect. But I digress.
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The Wholehearted Traveler and Other 2024 Travel Trends
The Petrova Experience
NOVEMBER 22, 2023
At the recent Wall Street Journal The Future of Everything: The Future of Travel Festival , the head of Turkish airlines, Fatih Durmaz, captured the current spirit of travelers well. But group travel is not only a logistical concern and enhancement opportunity for airlines. This speaks to the wholehearted traveler across generations.
5 Tips for Delivering Exceptional Real-Time Support to Customers
Quiq
JANUARY 2, 2023
What if a customer is buying airline tickets as a last-minute holiday gift, but they’re not sure if the tickets are transferable? By following best practices and continuously looking for ways to improve, you can ensure your team is providing top-notch, real-time service to your customers. They’re just going to go elsewhere.
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5 Top Customer Service Articles for the Month of May 2018
Comm100
JUNE 13, 2018
In each post, I will be providing a brief recap and review of articles that I came across in the previous month and recommend to anyone with an interest in staying up-to-date in CX thinking and best practices. So without further ado, let’s check out May’s top posts! Have a H.E.A.R.T. Download Now.
Company-Wide Commitment Is Needed to Lead Customer Service Innovation
CSM Magazine
OCTOBER 10, 2019
Delivering exceptional customer experiences should be core to what we do in the airline industry too. Many of the varied services we deliver for airports and airlines are directly customer-facing, while others take place behind the scenes but can have a profound impact on the customer experience. That’s certainly true at OmniServ.
The Top Ten Takeaways from Calabrio Customer Connect (C3)
Calabrio
OCTOBER 19, 2022
For us, C3 is not only a time to share our vision for the future, but to hear the business challenges our customers are trying to solve and which best practices they are using to get the insights they need. Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement.
North America’s Must-Attend Customer Service Strategy Meeting Hits NYC
CSM Magazine
AUGUST 22, 2019
The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.
CSAT vs. NPS vs. CES: A Guide to Customer Service Metrics
NICE inContact
AUGUST 9, 2018
For example, if an airline customer Live Chats with a customer service agent when needing help changing a reservation, the airline could send a survey once their reservation has been re-booked and ask “Overall, how easy was it to change your reservation with [airline] today?”.
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CSAT vs. NPS vs. CES: A Comprehensive Guide to Customer Service Metrics
NICE inContact
AUGUST 9, 2018
For example, if an airline customer Live Chats with a customer service agent when needing help changing a reservation, the airline could send a survey once their reservation has been re-booked and ask “Overall, how easy was it to change your reservation with [airline] today?”.
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13 Call Center Training Tips For Upskilling Agents (+ Case Studies)
Babelforce
SEPTEMBER 15, 2021
You already train agents in security best practices. These sweeping changes had an immediate impact: the airline soon recorded a 12% increase in the ratio of customer compliments to complaints. #11 But – make sure they understand how to talk to customers without relying on in-house terms that will lead to confusion! #7
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102 Understanding your customers to transform CX
Eptica
JANUARY 24, 2018
High profile CX issues, such as those suffered by United Airlines , BA and Uber all demonstrate the impact that a poor experience has on reputation and revenues. And, while well-publicized cases may make the news, it is normally smaller, more individual problems that cause customers to stop buying from a brand. Share this page on: Tweet.
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