Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. It is time to lose the fear of facial recognition technology.

Airlines 354

Airlines Banking Technology Customer emotions 354

ShepHyken

OCTOBER 9, 2023

Each week, I read many customer service and customer experience articles from various resources. Pay attention to number four, which states, “Use technology to complement humans, not as a substitute.” And then it mentions’ Joe Pine, the co-author of The Experience Economy, my all-time favorite business book.

Customer Service 162

Customer Service Airlines Customer Experience Technology 162

Beyond Philosophy

NOVEMBER 1, 2019

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast.

Airlines 350

Airlines Education Self service Consulting 350

Creative Virtual

OCTOBER 4, 2022

Running a company automating customer service processes, I’m always thinking of new ways we can help organisations to make life easier for their customers. CX Day – the annual international celebration of all things customer experience – is always a good time to reflect on how far things have come (or not!)

Technology 52

Technology Airlines Best practices Consulting 52

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept.

Customer Experience 210

Customer Experience Engineering Customer centricity B2C 210

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

DECEMBER 14, 2023

I thought I was a loyal Delta customer. Most times, I don’t check other airlines when I need to go somewhere—that is, until my friend mentioned how he flies JetBlue business class for a lot less than Delta. The airline sees it as a loyalty program for frequent flyers. The confusion is understandable at one level.

Airlines 221

Airlines Metrics Management Technology 221

ShepHyken

MAY 22, 2017

7 Powerful Customer Service Phone Tips by Pascal van Opzeeland. Userlike) The phone is one of the oldest and most personal customer service channels. My Comment: While this article focuses on seven customer service tips for the phone, they are also appropriate for other interactions with your customers, including face-to-face.

Airlines 206

Airlines Customer Service Self service Technology 206

Beyond Philosophy

JUNE 9, 2022

These examples bring me to the most critical question every organization should ask: is the move to self-service going to make customers’ lives easier? Improvements to the Customer Experience are secondary to saving the company money. I love technology, but I didn’t venture to the self-serve kiosks without help.

Self service 221

Self service Airlines Chatbots Consulting 221

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

Beyond Philosophy

JULY 10, 2017

Retailers are using technology used in espionage efforts to remain relevant in today’s online shopping world. brick and mortar retailers are employing high-tech spy techniques to obtain information about a shopper’s in-store experience—and using it to improve their Customer Experience. Airlines Are Using Spy Tech, Too.

Airlines 313

Airlines Consulting Consulting Technology 313

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Many times, these interactions surprised Messina.

Airlines 415

Airlines Call Center Consulting Consulting 415

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. So, how is AI changing customer experience?

Customer Service 279

Customer Service Automotive Airlines Chatbots 279

ijgolding

SEPTEMBER 2, 2015

I myself have written about Ryanair on three separate occasions: In September 2012, I wrote about Ryanair ‘having the most consistent Customer Experience on the planet’ . In April 2014, I wrote a Customer Experience Review of Ryanair – they did not fare so well! Price alone was no longer enough.

Airlines 87

Airlines Transportation Customer Experience Personalization 87

The Center for Client Retention

DECEMBER 4, 2018

Customer Experience trends are bigger and better for 2019. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals. Customer Experience Will Be Delivered with A Brand Purpose.

Customer Experience 79

Customer Experience Real estate Advertising Airlines 79

ShepHyken

JUNE 28, 2019

Technology replacing humans. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In general, technology is augmenting —not replacing — the employee. That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM.

Contact Center 283

Contact Center Self service Banking Airlines 283

The Petrova Experience

AUGUST 20, 2020

This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy. Only 28% of the respondents had a well defined customer experience strategy. Wrong Technology. They deserve it.

Customer Experience 52

Customer Experience Airlines Surveys Technology 52

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

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

ShepHyken

JANUARY 30, 2017

My Comment: Southwest airlines continues to shine bright in the airline industry with their relentless focus on their customers. Keep these in mind the next time a customer service crisis occurs. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk.

Customer Service 203

Customer Service Airlines Customer Experience Personalization 203

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? Be Special.

Customer Experience 86

Customer Experience Airlines Morale Call Center 86

ShepHyken

JULY 1, 2022

He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Customer service in the travel industry begins when a person reveals an interest to explore and decides to travel.

Airlines 184

Airlines Upselling Customer Experience Chatbots 184

The Petrova Experience

APRIL 22, 2021

To meet the needs of the empowered 21st Century consumer, most companies, especially larger enterprises, need to embark on a customer experience transformation. Imagine a car manufacturer that does not allow any vehicle customization, or a retail bank that with no app-based self service. Think Customer, Think Transformation.

Customer Experience 59

Customer Experience Banking Self service Entertainment 59

CSM Magazine

NOVEMBER 2, 2022

The airline has future-proofed its payment security and PCI DSS compliance requirements, while also providing a frictionless customer experience by enabling all agents to personally support customers with successfully completing transactions over the phone.

Airlines 52

Airlines SaaS Feedback Customer Experience 52

inmoment

MARCH 12, 2020

We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations! Rather, these messages are about what these organizations are doing to prevent the spread of the coronavirus (and how they can attempt to put their customers at ease during this pandemic).

Customer Experience 93

Customer Experience Airlines Analytics Call Center 93

TechSee

JULY 24, 2018

Developing a customer centric culture in a large enterprise goes beyond addressing a customer by name in an automated email, or segmenting by interest; it is a holistic approach designed to focus on the consumer’s authentic needs. Power of visual engagement for enhancing personalization.

Customer centricity 104

Customer centricity Technology Enterprise Airlines 104

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

CSM Magazine

DECEMBER 13, 2023

In a rapidly evolving business landscape, keeping up with the newest trends in customer service strategies is fundamental to staying ahead of the competition and meeting the ever-changing expectations of modern consumers. Digital Transformation With the advent of new technologies, businesses are moving towards digital platforms.

Customer Service 52

Customer Service Self service Airlines Chatbots 52

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). 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.

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. Webinar: The Impact of AI in Customer Experience. Successful Cases Studies.

Airlines 237

Airlines Chatbots Education Contact Center 237

ShepHyken

MAY 15, 2017

A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D My Comment: Let’s start this weeks’ Top Five articles roundup by wishing Southwest Airlines a Happy 50th Birthday! Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. And, who doesn’t want that!

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

Talkdesk

MAY 6, 2015

Similarly, enterprises across all verticals need to keep customer satisfaction at an all-time high to make sure consumer sentiment across the internet remains positive—as word of mouth is everything. One market that has been making a go at better customer service is aviation. This represents a 2.9 This represents a 2.9

call center software 40

call center software Airlines Call Center Interactive Voice Response 40

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. Allocate Loyalty Reinvestment to the Most Valuable Customers.

Airlines 210

Airlines Entertainment Consulting Consulting 210

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.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

Fonolo

APRIL 17, 2019

It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings.

Airlines 78

Airlines Transportation Contact Center Self service 78

Beyond Philosophy

NOVEMBER 26, 2015

Ignoring disruptive technology is a mistake, whether you are a multi-billion-dollar hotel chain or not! Plus, the personal nature of the host and the unique accommodation is appealing to many people over the more business-like and relatively sterile design of a hotel room. Airlines have been culprits for finding bad profits.

Airlines 150

Airlines Consulting Consulting Technology 150

CSM Magazine

JANUARY 16, 2023

As Frontier Airlines embarks on its first full year of a digital-only strategy, James O’Hare, MD of LINK Mobility , looks at whether it’s right for every business. . At the end of last year, Frontier Airlines announced it was moving to a digital-only customer service model. There will be no person to call for help.

Airlines 52

Airlines Chatbots Calibration Self service 52