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

Fonolo

JANUARY 5, 2021

What is virtual queuing technology? Virtual queuing technology is the colloquial name for many virtual queuing solutions offered by many of the large contact center platforms, and VHT, the only competitor to Fonolo. It’s the most basic type of call-back or virtual queuing technology you can choose. Agent-First Virtual Hold.

Technology 143

Technology Abandon rate Contact Center Airlines 143

SmartAction

FEBRUARY 22, 2024

In this incident with Air Canada , a customer seeking a bereavement discount for his flight, was informed by the airline’s chatbot that he could apply for the bereavement rate after purchasing his ticket. In my ebook, “ Frontier Airlines: A Year Without Phones – Could AI Have Saved the Day?”,

Chatbots 90

Chatbots Airlines Self service Technology 90

ShepHyken

MARCH 24, 2017

This week on our Friends on Friday guest blog post my colleague, Manuel Grenacher, writes about how using bots can help manage and improve the customer experience. Used properly, I believe bots can be an customer service excellent tool. Shep Hyken. Booking an appointment—say, a plane ticket—used to be so easy.

Customer Experience 229

Customer Experience Airlines Chatbots Personalization 229

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

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

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy.

Airlines 215

Airlines Customer Service Customer Care Best practices 215

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 158

Customer Service Airlines Customer Experience Technology 158

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

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

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. This is not good.

Airlines 40

Airlines Feedback Technology Customer Experience 40

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” 3 Ways Covid-19 Has Changed the Customer Experience Forever by Josiah Johnson.

Customer Service 211

Customer Service Airlines Feedback B2B 211

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 222

Airlines Metrics Management Technology 222

ShepHyken

MAY 22, 2017

Losing the human touch from customer service can be bad for business by Business Matters. My Comment: Technology is changing the way we deliver customer service and support. Companies must learn to strike a balance between technology and human-to-human if they want to maintain an emotional connection with their customers.

Airlines 205

Airlines Customer Service Self service Technology 205

Contact Center Pipeline

SEPTEMBER 29, 2022

Imagine you open an airline app to search for your flight information and it’s missing your gate location. These everyday information gaps are also common in customer service scenarios, like when […]. Or you pull up an online form to apply for a permit with your local government and you are not sure where to begin.

Airlines 208

Airlines Government Customer Service Technology 208

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

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

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

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). But hang on!

Customer Experience 222

Customer Experience Journey mapping Airlines Customer effort 222

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

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. Can technology create customer delight?

Customer Experience 186

Customer Experience Banking B2C Airlines 186

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Customer Retention Made Easy by Samir Palnitkar. Here are a few ideas on how to retain those happy customers.

Customer Service 204

Customer Service Airlines Employee engagement Morale 204

Interaction Metrics

OCTOBER 16, 2023

And you’ve been tapped to lead a customer experience team. Do you need a lengthy class or book on customer experience principles? Short is sweet, and this brief article gives you a primer on the critical customer experience principles you need for high-impact, laser-focused success.

Customer Experience 62

Customer Experience Surveys B2B Advertising 62

ShepHyken

JULY 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 12 Ways To Improve A Customer’s User Experience by Forbes Technology Council . My Comment: How do you deliver a better customer experience? Here are my top five picks from last week.

Customer Service 195

Customer Service Airlines Customer Experience Technology 195

Beyond Philosophy

AUGUST 20, 2015

A great example of this is the airlines. I had my airport habits well set by the time the airlines introduced self-check in. So the airlines intervened. I predict this pattern with technology as well. Many are working to move Customers to an online environment. Making an Intervention to Habitual Behavior.

Airlines 417

Airlines Marketing Customer Experience Management 417

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

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 417

Airlines Call Center Consulting Consulting 417

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. To Improve the Digital Experience, You Can’t Ignore Emotions. Most organizations pay little attention to emotions, focusing instead on the rational elements of a customer experience.

Airlines 346

Airlines Customer emotions Accountability Consulting 346

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.

Customer Experience 61

Customer Experience Airlines Wait times Self service 61

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 222

Self service Airlines Chatbots Consulting 222

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

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. We look at their employee experience.

Customer Service 211

Customer Service Airlines Surveys Contact Center 211

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 314

Airlines Consulting Consulting Technology 314

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

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

CSM Magazine

DECEMBER 14, 2022

Phone channels have been the critical entry point to customer service for decades, but they are often a significant pain point for customers and brands alike, with lengthy wait times and high costs. To respond to as many passengers as possible, Frontier should provide customers with various options by taking a flexible approach.

Airlines 52

Airlines Call Center Chatbots Wait times 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