Beyond Philosophy

MARCH 31, 2020

It is in instances of trouble, problems and even more so – crisis, that the true nature and customer-centricity of organizations (and politicians) is shown. I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc.

Airlines 499

Airlines Healthcare Government Self service 499

Inbenta

MAY 14, 2021

GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. Until then, WhatsApp was only used as a pilot channel, used by customers to ask questions to human agents, without any bot involved.

Airlines 99

Airlines Chatbots Call Center Management 99

The Petrova Experience

DECEMBER 29, 2020

Our 5th 2021 customer experience trend highlights contactless and self-service experiences across industries. Before we dive into this topic, let’s take a moment to define what contactless and self-service mean to us. What is Self Service? To begin, let’s define self-service.

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Self service Airlines Healthcare Transportation 59

The Petrova Experience

DECEMBER 8, 2022

Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment gets to the heart of what customer experience means for your business, your customers, and your employees.

Customer Experience 105

Customer Experience Self service Airlines Technology 105

Beyond Philosophy

AUGUST 11, 2022

The postal service isn’t breaking customer experience records right now either. Bartlett wrote to me about a recent experience dealing with the United States Postal Service. The deficit happened because people were not flying as much during the pandemic, so the airlines laid off the pilots.

Airlines 365

Airlines Calibration Self service Consulting 365

Babelforce

FEBRUARY 4, 2021

And that’s why you need self-service. Among millennial consumers, as many as 70% favour self service. It’s far from limited to younger customers though, and it’s not only consumers driving demand. In this post: The business benefits of self-service options Do consumers want self-service options?

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Self service Customer Support Chatbots Interactive Voice Response 52

Beyond Philosophy

SEPTEMBER 23, 2021

On a recent podcast, we hosted speaker and author Shep Hyken, one of the most influential voices in Customer Experience today. His new book, I’ll Be Back: How to Get Customers to Come Back Again and Again , has some fantastic ideas on building customer loyalty. . 6 Steps for Creating an I’ll-Be-Back Experience.

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Airlines Feedback Self service Best practices 273

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

Vonage

APRIL 25, 2016

This was at the time when gas stations were converting from full-service to self-service. These early self-service stations did not have the advanced technology as those of today. We’re self-service, you know.”. Almost immediately, an airline employee appeared to help me.

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Self service Customer Service Journey mapping Airlines 74

Beyond Philosophy

NOVEMBER 19, 2022

If organizations hadn’t moved us to these efficient and easy ways to simplify these tasks, we might still be making small talk with the airline employee or licking envelopes. You might be surprised to know that giving customers exactly what they want isn’t always the best way to handle your customer strategy.

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Airlines Self service Consulting Consulting 150

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

Inbenta

JULY 18, 2021

Here is the answer from one airline to the question about changing your flight: “View guidelines on modifying bookings here.”. Take for example a common query with airlines: “Cancelling or changing your flight.” Simply copying and pasting your FAQs into a knowledge base is not the solution to providing self-service for your customers.

Chatbots 98

Chatbots Customer Experience Airlines Self service 98

Aspect

APRIL 17, 2018

It turns out when she made her reservation, she missed a number, maybe it was a letter… Regardless, the number she provided to the airline was incorrect. Her next call was to the airline. The airline was busy. Otherwise, their position in the queue will be prioritized to reward them for having tried self-service.

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Interactive Voice Response Airlines Customer Experience Self service 62

ijgolding

DECEMBER 11, 2014

Airlines of Europe beware!! If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. I have heard many things about them from friends and colleagues and was keen to test the experience for myself. Date Review Conducted.

Airlines 110

Airlines Customer Experience Self service Personalization 110

ShepHyken

MAY 22, 2017

(BusinessMatters) As business technologies continue to become more wide spread and sophisticated, company owners are increasingly looking for opportunities to implement new systems that can streamline processes, improve customer experiences and save costs. None of these allow for human-to-human interaction.

Airlines 206

Airlines Customer Service Self service Technology 206

Peter Lavers

MARCH 17, 2015

acquisition) rather than about serving existing customers better (i.e. Improving the customer experience is also high priority, but often there’s a big disconnect between where innovation and customer experience sit in the organisation. CUSTOMER EFFORT. retention).

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Customer Experience Journey mapping Airlines Customer effort 222

ClearAction

DECEMBER 30, 2017

Improve Customer Experience by Borrowing Ideas Lynn Hunsaker. As technology and options expand, customers’ expectations for higher value are always rising. Companies that use creativity to understand, anticipate, and exceed customer expectations are the companies that grow, keep jobs, and thrive.

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Customer Experience Airlines Wait times Self service 61

The Petrova Experience

OCTOBER 22, 2020

Last week we published eight Customer Experience Trends to look out for in 2021. Today we are diving deeper into the first one: Customer Experience is more important than ever to consumers. . Post-COVID Customer Experience. Invest Impactfully in Customer Experience. And not in a good way.

Customer Experience 52

Customer Experience Airlines Healthcare Chatbots 52

Lumoa

AUGUST 25, 2020

Have you ever had such a good experience with a company that you thought “why have I wasted my time buying this anywhere but here?”. Or maybe, the experience as such was just amazing. Offering great customer experience might sound easy on paper, but most businesses still settle for an “okay” experience for their customers.

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Customer Experience Advertising Coaching Airlines 83

The Petrova Experience

JULY 28, 2020

Today, we build on this topic and walk you through the nuts and bolts of customer experience strategy. Customer experience strategy is often missing in organizations. However, it is foundational for the creation of excellent customer experience. Understand Business Strategy and Customer Experience Strategy.

Customer Experience 52

Customer Experience Airlines Entertainment Self service 52

ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. When United refused to fix or replace the broken guitar, Carroll wrote a song about the experience (as any good musician might do), turned it into a video, and posted it on YouTube for all the world to see.

Marketing 219

Marketing Customer Service Airlines Self service 219

Fonolo

NOVEMBER 29, 2023

They want answers to questions, speedy service, the opportunity to solve their own problems quickly using self-service, and the option to talk to an agent when the going gets tough. Call-backs are great for bridging the gap between self-service and live calls, by the way.)

Contact Center 87

Contact Center Airlines Self service Healthcare 87

ShepHyken

APRIL 24, 2020

Customers : Know that contacting customer service is going to take longer, especially with hard-hit companies like?hotels hotels and airlines. Remember there are other customers who also need assistance. Now is the time to double down on self-service. Customers : Start your search for answers online.

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Customer Service Airlines Self service Entertainment 192

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. Start with the board.

Customer Experience 59

Customer Experience Banking Self service Entertainment 59

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

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Contact Center Self service Banking Airlines 283

CSM Magazine

DECEMBER 13, 2023

Furthermore, customer service success now relies heavily on the use of data analytics, allowing businesses to gain valuable insights into their customers’ preferences and behavior patterns. This enables them to tailor their services to meet specific needs and improve overall customer satisfaction.

Customer Service 52

Customer Service Self service Airlines Chatbots 52

Eptica

JULY 8, 2020

Date: Wednesday, July 8, 2020 Author: Pauline Ashenden - Demand Generation Manager Why a consistent customer experience is so important (and how to deliver it). One airline gave three different answers to the same question on Twitter, Facebook and chat. Published on: July 08, 2020. Share this page on: Tweet.

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Customer Experience Brand ambassadors Banking Airlines 111

3CLogic

MARCH 9, 2021

While many organizations already had some experience using remote agents, very few had dealt with the challenge of having their call center administrators and supervisors also working remotely. This highlighted the need for better tools to assess agent performance and gauge customer experience. Denis : I agree with Sharath.

Customer Experience 52

Customer Experience Airlines Coaching Contact Center 52

Toister Performance Solutions

OCTOBER 29, 2019

This certainly includes customer service jobs. You see machines replacing humans in parking garages, at supermarkets, and in customer service departments. But is automation making customer experience any better? 1999: Alaska became the first airline in the world to enable online check-in.

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Customer Experience Airlines Banking Self service 62

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.

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Customer Experience Real estate Advertising Airlines 79

ShepHyken

DECEMBER 10, 2021

No single service works perfectly all the time, but it’s important to plan for hiccups so that when customers encounter an issue or have a question, you can address it quickly. It’s full of many customers lured in by loyalty programs. Look at the travel industry.

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Entertainment Airlines Personalization Self service 204

SharpenCX

APRIL 8, 2020

What about the product or service glitch that caused a problem in the first place? And, what about the path it takes your customers to get real help? Download Now: Use customer data to fuel better customer experience strategies. Then, fix them before you press go for all customers. Simplicity scales.

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Those who get it wrong can face a barrage of complaints and criticism on social media – witness the high profile social media backlash experienced by United Airlines last year. Published on: April 18, 2018.

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Airlines Customer Experience Multichannel Transportation 49

Outsource Consultants

JANUARY 3, 2024

In 2024, choosing BPO partners with proven records in agent satisfaction will be crucial for enhancing customer experience and agent proficiency, as satisfied agents tend to stay longer and provide better service. These advanced systems offer dynamic, human-like interactions, transforming customer experiences across industries.

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Call Center outsourcing Morale Interactive Voice Response 67

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

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. Because of their omnipresence in our lives, similar tools have been implemented into customer service experiences (and with varying degrees of success), but ‘technology in CX’ remains a moving target.

Customer Experience 86

Customer Experience Airlines Morale Call Center 86

Fonolo

NOVEMBER 28, 2019

Airline services have been scrambling to improve their customer service strategies and initiatives, making key investments to elevate the overall customer experience. in an effort to shave time from its customer service call volumes. Optimize Your Self-Service Channels.

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Customer Service Airlines Self service Call Center 75