ShepHyken

JUNE 20, 2016

Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused. How chatbots have kick started a paradigm shift in customer service technology by Chloe Green. But how can you do that? Great article!

Customer Service 195

Customer Service Customer centricity Chatbots Airlines 195

Fonolo

SEPTEMBER 19, 2018

And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident ), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion. That being said: Social media platforms aren’t solely used for public brand-shaming.

Airlines 237

Airlines Chatbots Education Contact Center 237

CSM Magazine

JUNE 21, 2018

A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. The airline went bankrupt and eventually was merged with a larger competitor. Too often, these efforts cannot be executed well because employees are drowning in meetings, data and paperwork.

Customer Experience 40

Customer Experience Airlines Big data Technology 40