Lumoa

JUNE 14, 2023

After all, why would any customer want to stay loyal to a product or service that’s not delivering the expected value? Microsoft’s Zune debacle is a perfect example of this. To illustrate, let’s take the example of United Airlines’ reputation crisis. That’s a huge mistake.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Revation Systems

JANUARY 12, 2018

In the increasingly tech-savvy world various industries find themselves in, these tools are crucial to maintaining customer engagement and satisfaction. According to an Ovum study , just two years ago 25 percent of consumers reported to use 1 to 2 channels when seeking customer care, and 52 percent of consumers used 3 or 4 channels.

Contact Center 48

Contact Center Call Center Multi-channel support Banking 48

REVE Chat Blog

DECEMBER 5, 2019

Some of the successful chatbot examples and case studies implemented by big brands show that customers are willing to interact with bots if done correctly. Hence following a right bot strategy and tailoring your chatbot to meet your use case plays an important role in overall customer experience.

Chatbots 70

Chatbots Real estate Healthcare Banking 70

LiveChat

MAY 20, 2016

Regardless of the reason why they are contacting customer support, their motivation is one: they want you to resolve their problem. If you have read my post about customer service problem-solving , you are already familiar with the basic methods of troubleshooting. They might be disappointed with the product they have purchased.

Customer Service 50

Customer Service Construction Airlines CRM 50

Netomi

MARCH 27, 2022

Throughout the entire customer lifecycle, there are many moments that add up to a person’s relationship with and feelings towards a brand. This includes in-store and online shopping experiences, customer care interactions and learning to use a product itself. For example, say you gather data from 200 customers.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Comm100

SEPTEMBER 5, 2014

Jet Blue, the airline, has become quite adept at reacting to people’s tweets in a timely manner. Anytime you can provide assistance to the customer, though it’s not technically your area of expertise or service, go that extra mile. Consider this example from GiftWorks , a fundraising platform for non-profit organizations.

Customer Service 45

Customer Service Airlines Personalization Accountability 45

Comm100

NOVEMBER 6, 2017

This blog post is a compilation of the worst social media customer service and marketing practices, that every successful business needs to avoid. We’ve included some real-life examples of companies that have already made these mistakes, so that you don’t have to. Siloed Accounts. Censor Followers. It’s like being drunk.”

Customer Service 62

Customer Service Airlines Accountability Marketing 62

ProProfs Blog

JANUARY 17, 2020

But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. Let’s take an example. Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. . It’s a plan to salvage bad customer support.

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

Netomi

JANUARY 5, 2022

Our favorite content from Annette : Unified CX: Real World Examples. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. LinkedIn: Dennis Wakabayashi – VP CUSTOMER EXPERIENCE SOLUTIONS DELIVERY – RR Donnelley. Proactive or Reactive CX?

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Netomi

SEPTEMBER 30, 2021

Companies that implement scripted chatbots need to do the tedious work of thinking up every possible variation of a customer’s question and match the scripted response to it. Think about the Comcast example above. For example, an airline might deploy a. Increase customer engagement. travel chatbot.

Scripts 52

Scripts Chatbots Entertainment Average Handle Time 52

LiveChat

FEBRUARY 15, 2019

Dishing out indifferent customer service. The very reason customers call on your helpline numbers is – duh – because they need help. When you present an already hassled customer with a customer care representative who couldn’t care less, where do you think that customer’s going to take their business?

Customer Service 34

Customer Service Chatbots Customer Care Airlines 34

Comm100

OCTOBER 17, 2017

Large corporations and small companies alike have had to either learn how to properly engage with customers over social media, or lose business as a result. This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care.

Customer Service 52

Customer Service Customer Care Feedback Surveys 52