CSM Magazine

JANUARY 26, 2024

Carlzon’s insights are drawn from his experience as the CEO of Scandinavian Airlines during a time when the company faced considerable challenges. His leadership saw a shift toward customer-centric strategies, with an emphasis on empowering frontline employees.

Airlines 52

Airlines Advertising Feedback Customer centricity 52

CSM Magazine

OCTOBER 11, 2019

When it comes to customer service, the most obvious area where trust comes into play is the relationship between the service provider and the consumer – or, in the case of the air travel industry, between airline and passenger. OmniServ provides services to a large number of airlines and airports in the UK.

Airlines 40

Airlines Customer Service Employee engagement Service level 40

ProProfs Blog

JULY 19, 2019

The impact of the digital age on the customers’ decision making can be simplified down to: More options. More influence over other customers. For 96% of customers, customer service is important for brand loyalty. Understanding Customer Experience: The Customers’ Point-of-View. More switching power.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

CSM Magazine

JULY 4, 2017

Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement.

Management 72

Management Customer Service Airlines Employee engagement 72

ShepHyken

MARCH 23, 2018

They had greater employee engagement and more loyal customers. How to prevent and correct: Companies that differentiate and dominate in their markets have a passion for the products or services they provide and the people for whom they provide them. Having this insight before a situation can erupt publicly is invaluable.

Airlines 206

Airlines Morale Benchmark Marketing 206

ShepHyken

JANUARY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. The airline didn’t need to see my boarding pass. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Customer Service 66

Customer Service Customer retention Airlines Employee engagement 66

Fonolo

JANUARY 29, 2019

Without further ado, here are some surprising, fundamental, and/or entertaining stats about the call center, a customer service lifesaver that is here to stay: The most frustrating aspect of the customer service experience? Automated Telephone Systems (IVR) and “the inability to reach a live person for customer support.”

Call Center 85

Call Center Airlines Contact Center Self service 85

Branch Mesenger

JANUARY 2, 2019

Whether it’s the front lines at a fast casual establishment or flying 35,000 feet in the sky, we’re constantly amazed and excited to learn about the many ways that people are using Branch to enable exemplary customer service, higher levels of engagement, and improved productivity. Read the story. Read the story. Read the story.

Airlines 48

Airlines Employee engagement Engineering Technology 48

Branch Mesenger

JANUARY 2, 2019

Whether it’s the front lines at a fast casual establishment or flying 35,000 feet in the sky, we’re constantly amazed and excited to learn about the many ways that people are using Branch to enable exemplary customer service, higher levels of engagement, and improved productivity. Read the story. Read the story. Read the story.

Airlines 48

Airlines Employee engagement Engineering Technology 48

Toister Performance Solutions

MARCH 7, 2019

Andrew Uber, managing director of Culture Insurance Services , hosted a customer service meetup last month at the company's office just outside of San Diego, California. It was an informal gathering of Customer Service Tip of the Week subscribers. Culture Insurance Services seems to have done a nice job doing that.

Airlines 64

Airlines Employee engagement Construction Feedback 64

Netomi

JANUARY 5, 2023

In 2022, only 3% of US companies were putting customers at the center of their leadership, strategy, and operations—a decrease of 7 percentage points from the prior year. Specifically, authentic intelligence will change the CX landscape for both customers and agents in the following ways: More intelligent conversations with the customer.

Chatbots 52

Chatbots Scripts Airlines Customer Support 52

CSM Magazine

OCTOBER 9, 2019

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Recognition: Celebrate your customer service heroes. We also provide PRM services at Liverpool, Edinburgh, Stansted and now Manchester Airport, adding up to 1.8

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45

Russel Lolacher

MAY 30, 2022

A few reasons he is awesome – he’s a leadership, employee engagement and customer experience expert and keynote speaker through his consultancy Brand at Work. He is a leadership employee engagement and customer service experience expert and keynote speaker through his consultancy brand at work.

Airlines 52

Airlines Employee engagement Finance Personalization 52

Up Your Service

AUGUST 8, 2018

Far from being a slave, the service provider is the most valuable person of all, because they are the source that is generating the value. SPEAKING.COM: There are various clichés tied to customer service. KAUFMAN: The first is, “The customer is always right” – something that we know is not true.

Education 53

Education Airlines Scripts Personalization 53

GetFeedback

JANUARY 6, 2020

In B2C, yes, in many cases there is exactly one customer as the buyer and user. Examples might include shoppers at a store, a personal banking account, or cell phone service. While delivering true “one-to-one” experiences is not realistic for most companies, it is feasible to treat different types of customers differently.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Branch Mesenger

AUGUST 29, 2018

Companies will never love a company until the employees love it first. -- Simon Simek. Today, employee engagement is at all-time lows. 33% of employees today are ‘engaged’. Of employees 18-24, only 26% are ‘engaged’. At the same time, customer experience (CX) is evolving rapidly. Great Clips.

Journey mapping 63

Journey mapping Employee engagement Feedback Airlines 63

Up Your Service

AUGUST 8, 2018

Far from being a slave, the service provider is the most valuable person of all, because they are the source that is generating the value. SPEAKING.COM: There are various clichés tied to customer service. RON KAUFMAN: The first is, “The customer is always right” – something that we know is not true.

Education 40

Education Airlines Scripts Personalization 40

ClearAction

JULY 29, 2018

It’s driven employee engagement and customer engagement at the same time: customers noticed these changes, and within 24 months of posting the largest corporate loss in New Zealand corporate history, the business was turned around to a profit. “We asked them how they became customer-centric leaders.

Enterprise 48

Enterprise Customer centricity Finance Employee engagement 48

Customer Guru

JANUARY 3, 2018

Rohit is actively involved in several core areas of Cloudnine including strategy, digital revolution, public relations, employee engagement, and development of new business models for the company. He has also been listed amongst the top 100 customer service professionals through PaulWriter Cx100. They were probably right.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

Beyond Philosophy

JUNE 4, 2015

To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Most brands and corporations slide by on fairly macro, passive, and transactional approaches to customer relationships.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Pointillist

OCTOBER 22, 2018

Sentiment and intent can be particularly useful for a number of use cases, such as determining why customers churn. Airline X never responded to my complaint. By 2022, your personal device will know more about your emotional state than your own family.” — Gartner. Train Employees Utilizing CX Metrics Insights.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

Comm100

MAY 21, 2019

Jeff Toister Keynote – Hidden Obstacles to Outstanding Customer Service. The conference kicked off with a keynote from customer service author, consultant, and trainer, Jeff Toister. 1/2 Shed a tear at #ICMIexpo as Kate Kuehn shared experiences of working as a responder at Canada Suicide Prevention Service.

Contact Center 58

Contact Center Surveys Best practices Metrics 58