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! There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. .

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? The largest banks appear to be all about building branch relationships through technology. Or, like staying at a Ritz-Carlton, shopping at an Apple store, or flying Southwest Airlines.

Banking 310

Banking Airlines Self service Finance 310

CSM Magazine

DECEMBER 13, 2023

The significance of efficient customer service strategies cannot be overstated. Such strategies are crucial as they guide a business on how to consistently deliver exceptional service, leading to customer retention, increased sales, and a strong, reputable brand image.

Customer Service 52

Customer Service Self service Airlines Chatbots 52

ProProfs Blog

DECEMBER 27, 2018

With a helpdesk ticketing system in place, the technology can quickly bring change management in your organization. Your business grows with better agent productivity and customer delight. The software enables you to track, handle, and resolve customer queries effectively. Business Goal #6 – Customer Retention.

SaaS 109

SaaS Airlines Customer retention Finance 109

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

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

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. Loyalty is built into the program by integrating payments and mobile technology, which appeals to its target audience. Use the Data.

Airlines 210

Airlines Entertainment Consulting Consulting 210

Global Response

JANUARY 9, 2023

Take a look at the data: According to Deloitte, customer-centric companies are 60% more profitable than companies who lack customer focus. 74% of customers say they are more willing to forgive companies for a mistake if they received excellent service. Southwest Airlines.

Airlines 62

Airlines Customer centricity Feedback Metrics 62

ShepHyken

JANUARY 27, 2020

(The Michelli Experience) I see my job as curating much of that research and sharing it with you in this context and also helping my clients leverage that knowledge through tools and technologies. My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world.

Customer Service 66

Customer Service Customer retention Airlines Employee engagement 66

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. This should be a good enough reason why customer retention is something your business takes very seriously.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. Read on… Customer loyalty is a powerful marketing force that travel and hospitality businesses are always chasing. The rise of white-glove customer service.

Airlines 74

Airlines Scripts Call Center Transportation 74

Babelforce

SEPTEMBER 10, 2020

There’s also a growing place for TTS in call center technologies where it can help to provide a wider range of automated services. Learn more about these terms in ‘ NLP and NLU – IVR technologies defined! ’). There are two categories of ‘really great stuff’ about conversational IVR: Stuff that’s great for customers!

Interactive Voice Response 52

Interactive Voice Response Contact Center Airlines Advertising 52

JustCall

APRIL 6, 2023

This article will examine 9 outstanding omnichannel commerce examples from leading brands, showcasing how they have optimized customer experience and driven business growth. In contrast to omnichannel, single channel retailer examples focus on one marketing channel to engage customers. What Is Omnichannel?

Banking 52

Banking Customer retention Multichannel Marketing 52

Quiq

JANUARY 2, 2023

Playing email tag or seeing customer comments pile up on social media frustrates customers and support agents alike. It drags out conversations, delays customer solutions, and puts undue stress on your team. With the rise of digital technology, businesses have a plethora of options for connecting with customers.

Chatbots 65

Chatbots Airlines Wait times Best practices 65

Outsource Consultants

JUNE 26, 2018

In addition, these companies are neglecting to invest in their customer service despite research that shows increased customer retention can increase profits by 25% at the minimum. Instead of approaching customers like speed-dating, it’s important to develop lasting relationships and be there for them when they truly need it.

Contact Center 52

Contact Center Marketing outsourcing Advertising 52

CSM Magazine

MAY 19, 2023

At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression. This discipline combines aspects of design, psychology, marketing, and technology to create engaging, satisfying, and memorable experiences for consumers.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

Verint

AUGUST 24, 2017

At a recent Technology Association of Georgia (TAG) Customer Relationship Management / Customer Experience event at the Atlanta Tech Village , the GM of Advanced Analytics and Data Science from a major airline took part in a panel on predictive analytics and artificial intelligence. Opportunity abounds.

Analytics 34

Analytics Airlines Quality management Contact Center 34

Nicereply

OCTOBER 24, 2023

Fast forward to the digital age, where technology and data analytics have rekindled the focus on individual customer experience. Instead, the entirety of a customer’s journey and interactions with a company began to take center stage. A positive CX ensures that customers return, time and time again.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

Netomi

AUGUST 10, 2022

Metrics are critical in order to gauge the performance of both support teams and the technology solutions behind them in any project. In our customer case studies , we frequently talk about milestones such as our customers reaching deflection rates of X%, yet what do these terms really mean?

Metrics 59

Metrics Average Handle Time Chatbots Airlines 59

CSM Magazine

JUNE 21, 2018

A major airline responded to customer complaints by notifying customers of their “Customer First” initiative for employees. The airline went bankrupt and eventually was merged with a larger competitor. The Secret is Technology. Too many companies figure that technology is the key to better service.

Customer Experience 40

Customer Experience Airlines Big data Technology 40

ijgolding

OCTOBER 19, 2015

Whilst many of the issues I faced were as a result of poorly designed and managed customer journeys and business processes, I was astounded at the lack of ability from most of the people I interacted with to EMPATHISE with the situations I found myself in. What ensued can only be described as chaos.

Customer Experience 78

Customer Experience Airlines Customer centricity Scripts 78

Netomi

JANUARY 5, 2022

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Netomi

AUGUST 31, 2022

Tracking tickets per customer can help inform resource allocation through the lens of long-term vs. short-term needs. Track where your customers are reaching out from in order to optimize staffing and prioritize channels that would benefit most from technologies like automation. Customer Retention. Top Topics.

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

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. This process often requires customization and careful planning to ensure seamless operation.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

ClearAction

MAY 29, 2016

When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Customer Relationship Metrics

JULY 26, 2017

This results in higher profits, lower costs, higher customer retention and referrals. They were built when customer retention and referrals were not seen as top-of-mind issues and when cost containment drove decisions. While technology may have helped to automate these practices, the constructs are relatively the same.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

CSM Practice

DECEMBER 29, 2020

With us today we have Irit Eizips, a customer success thought leader whose mission is helping startups to fortune 100 enterprises, establish proactive and scalable customer retention and expansion selling strategy. So there were a slew of requests from customers and everybody was very reactive to the situation.

Surveys 98

Surveys Personalization Chief Customer Officer Customer centricity 98

Global Response

MARCH 16, 2023

While this is especially important during in-person interactions, such as at an airline service desk or in-person at a store, it’s essential even if you’re speaking to a customer over the phone or via chat. Importantly, the agent must be careful not to be condescending or belittling towards the customer.

Customer Service 62

Customer Service outsourcing Technical Support Scripts 62

JivoChat

APRIL 1, 2021

However, in the customer-centric era, transparency and clear communications are vital tenets for customer retention. This article will discuss automated reply messages in-depth and show you how your business can leverage these ideas across multiple channels to build stronger customer relationships and drive sales.

Chatbots 52

Chatbots Personalization Best practices Multichannel 52

ShepHyken

DECEMBER 10, 2021

Customer acquisition costs approximately five times more than customer retention, so what steps can companies take to keep the subscribers they already have happily engaged? . The right technology can help you choreograph a delightful first impression. It’s full of many customers lured in by loyalty programs.

Entertainment 202

Entertainment Airlines Personalization Self service 202

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. What will make a business more customer-centric than the next one? Did my bank have an error?

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

ijgolding

NOVEMBER 24, 2015

I do not want to fly with airlines who could not care less how they treat me. Even if you are someone who does not believe that Customer Experience is a profession, you may be interested in considering it as a MOVEMENT. The Customer Experience Movement has been building and growing for many years.

Customer Experience 59

Customer Experience Airlines Personalization Accountability 59

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. You also need to engage with real customers in the market.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Lumoa

SEPTEMBER 11, 2023

Customer experience is a wide-ranging phenomenon that comes to life the moment a potential consumer becomes aware of a brand. Consider the following scenario: A customer learns a new airline will be operating flights in their city. You also need to engage with real customers in the market.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83