ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron.

Airlines 177

Airlines Customer Service Customer centricity Call Center 177

Vonage

DECEMBER 18, 2018

It was a deeply engaging and apropos discussion as many businesses embark on initiatives to transform their contact centers and deliver on the customer experience promise. In fact, the discussion organically tilted toward customer experience rather than customer service - a subtle, but noteworthy shift in being customer centric. .

Customer Experience 101

Customer Experience Customer Service Banking Airlines 101

Nicereply

OCTOBER 24, 2023

What’s customer experience (CX)? It’s not just their products or services; it’s the memorable experiences they create. Such experiences can truly touch the hearts of our customers and stay with them long after. Such experiences can truly touch the hearts of our customers and stay with them long after.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. Experience lagniappe is out there.

Customer Experience 186

Customer Experience Banking B2C Airlines 186

Kayako

JANUARY 24, 2018

Did the comparison site or airline double book me? I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Becoming customer-centric will be the goal of most businesses this year.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

Beyond Philosophy

JUNE 11, 2015

They should want this because study after study shows the financial rewards of having loyal customers. Some companies reach this goal through superior value delivery, built on quality products and services and positive, consistent customer experiences. Be pragmatic in terms of technology and analytics. In the U.S.,

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Chip Bell

OCTOBER 23, 2018

Personally, I would add my favorite, Delta Airlines, in the “comeback kid” category. I was invited, along with a dozen customer experience gurus, to spend a day with Comcast leadership in their brand-new, just-opened Comcast Technology Center in Philly. The post Comcast Customer Experience Reinvented!

Customer Experience 67

Customer Experience Airlines Customer centricity Technology 67

Global Response

JANUARY 9, 2023

Amidst the daily focuses of product, sales, marketing and business strategy, the customer’s needs and experiences can get lost. As a result, brands that want to grow their organization and customer base should consider taking on a customer-focused strategy. creating personalized customer experiences.

Airlines 62

Airlines Customer centricity Feedback Metrics 62

Fonolo

JULY 4, 2018

It’s about the future (the year 2364 to be exact), and it gives anyone in the Customer Experience (CX) racket a lot to think about. One of the more fascinating components of each episode is the “futuristic” technology weaved into the story lines. What experiences knocked it out of the park?

Customer Experience 86

Customer Experience Airlines Morale Call Center 86

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

ijgolding

OCTOBER 19, 2015

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. The most customer centric organisations in the world recognise and very much appreciate this fact.

Customer Experience 78

Customer Experience Airlines Customer centricity Scripts 78

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Airlines 400

Airlines Wait times Self service Enterprise 400

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more.

Customer centricity 84

Customer centricity Airlines Finance Technology 84

Mindtouch

MAY 6, 2016

From investing, to board governance, to enterprise consultation, Ben Kepes , Director of Diversity Limited , knows exactly what technology based tools exist to help companies digitally transform while keeping the Customer Experience at the forefront of their growth model. You know, the technology comes later.

Government 90

Government Customer centricity Airlines Consulting 90

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. An example cited in the article is Starbucks, which has created its program to reflect the uniqueness of its café experience. Use the Data.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Clarabridge

FEBRUARY 23, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. Who can apply? What’s in it for you? Have any questions?

Customer Experience 49

Customer Experience Airlines Customer centricity Best practices 49

HGS

OCTOBER 30, 2014

Interacting with our customers we see two major shifts in providing a great customer experience. Think about the last time you booked an airline ticket or placed an order for a product. Customer Experience. customer satisfaction. Customer Service. mobile customer service.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

Micah Solomon

NOVEMBER 15, 2015

Consider for a minute Southwest Airlines and the lengthy list of would-be category killers that have tried to imitate it: United Airlines’ United Shuttle. Continental Airlines’ Continental Lite. How to make a customer-centered culture happen. Delta’s Delta Express. US Airways’ Metrojet. Now that’s really something.

Customer centricity 40

Customer centricity Consulting Consulting Airlines 40

Clarabridge

FEBRUARY 21, 2017

It’s *your* turn to take the stage and show us how you’ve been innovating and improving your customer’s experience. We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CxC) awards – North America. Who can apply? What’s in it for you? Have any questions?

Customer Experience 40

Customer Experience Airlines Customer centricity Best practices 40

Fonolo

JULY 18, 2019

If you know your customer, you’ll know that consumer expectations have changed radically over the past decade, largely due to the development of new technologies. These five customer service faux pas will not only make your organization seemed outdated, but ultimately harm your customer relationships.

Customer Service 126

Customer Service Self service Healthcare Airlines 126

Fonolo

APRIL 25, 2019

Problem-Solving: Singapore Airlines. ICYMI: All airlines have what’s called a medical emergency clause. What’s particularly special about this customer service story isn’t that the clause was enacted, but rather the expediency and consideration with which it was done. The cost-reducing impact of call-back technology.

Customer Service 104

Customer Service Airlines Contact Center Accountability 104

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey.

Airlines 123

Airlines Benchmark Surveys B2C 123

The Petrova Experience

NOVEMBER 22, 2022

But that does not mean Thanksgiving travelers deserve to encounter their worst-case scenario customer experience. Airlines, highway systems, railways, rental car companies: think about what kind of customer you encounter on the busiest holiday travel weekend. Embrace a Hospitality Mindset for Your Passengers.

Transportation 52

Transportation Customer centricity Airlines Education 52

VocalCom

FEBRUARY 5, 2018

According to a study of customer emotions conducted by Motista, customers who feel both satisfied and emotionally connected to a brand are 52% more valuable than those who are just highly satisfied. Great customer experiences are therefore less about products and more about the way your company engages with each individual.

Contact center software 96

Contact center software Airlines Customer centricity Customer emotions 96

CSM Magazine

AUGUST 22, 2019

The platform to enact change and start this evolution is reputably the 9th Annual Customer Service Summit (Oct 23-24, NYC). The meeting strives to equip support leaders with the tools and strategies they need to overcome these challenges and deliver the ultimate customer experience. SVP, Customer Success Group, McAfee.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

Customer Relationship Metrics

JULY 26, 2017

Customer Disruption. A successful brand is now determined by the customers’ experience and relationship. While technology may have helped to automate these practices, the constructs are relatively the same. And it sets agents up to fail in a customer-centric world. You versus the customer.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Help Scout

JULY 13, 2021

Running from responsibility The root of many terrible customer experiences is a company that is happy to collect money from a transaction but not to accept responsibility when things go wrong. If you sell something to them, you are (at least morally) responsible for their experience. Use systems to catch outliers.

Customer Service 136

Customer Service Scripts Chatbots Airlines 136

CSM Magazine

SEPTEMBER 28, 2016

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Southwest Airlines began at Love Field in Dallas.

Airlines 96

Airlines Entertainment Sales Customer centricity 96

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Global Response

MARCH 27, 2023

Aside from the numbers, you may not have to look far beyond your own experiences to recognize the importance of great customer service. 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)? According to research from PwC , around 80% of U.S.

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

ijgolding

NOVEMBER 24, 2015

In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. One of the key skills required of a Customer Experience Professional is the ability to help those who do not understand its importance to ‘get it’!

Customer Experience 59

Customer Experience Airlines Personalization Accountability 59

Netomi

FEBRUARY 21, 2024

According to Salesforce , customers now expect that chatbots will be able to assist them, as 69% of consumers prefer to use chatbots. Technological advancements and a shift towards digital solutions shape today’s hospitality landscape. Chatbots are vital in enhancing guest experiences in the hospitality industry.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

ClearAction

MARCH 20, 2020

Customer-Centric Voice of the Customer Lynn Hunsaker. Customer-centric voice of the customer may seem automatic: it’s the customer’s voice, so isn’t it automatically customer-centric? Customer-Centric Examples. That’s customer-centricity.

Customer centricity 62

Customer centricity Feedback Airlines Metrics 62

C Space

MARCH 12, 2020

Technology. Airlines & Travel. Many airlines are now offering waivers or refunds for travellers wishing to change or cancel flights – but terms and conditions are often restrictive and usually exclude flights purchased before coronavirus concerns surfaced in late February or early March. Looking for more Outside In thinking?

Airlines 52

Airlines Government Morale Customer centricity 52

Fonolo

JUNE 20, 2019

Quite the opposite often happens: Customers are placed in an on-hold purgatory, sometimes for hours — which causes a surge in impatience. Putting customers with complex cases on hold for eternity is a weak customer experience move. Among 10 North American airlines in the survey, Air Canada was last, at 10.3

Call Center 57

Call Center Airlines Wait times Self service 57

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

Comm100

JANUARY 14, 2016

As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support.

Customer Service 0

Customer Service Self service Advertising Airlines 0