Airlines Customer Service Journey mapping Morale 
ShepHyken
NOVEMBER 21, 2023
This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. But, in the airline business, two minutes is a big deal. This is an excellent way to use a Journey Map. Always look for improvement.
ShepHyken
MAY 16, 2022
Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.
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Netomi
JANUARY 5, 2022
Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.
CX Accelerator
APRIL 30, 2018
It’s true, our customers are looking for much more than the product – they want to feel valued and be part of something special, something bigger than themselves. Leaders scratching their heads wondering how they can provide an “experience”, are turning to their Customer Service Representatives (CSRs) and counting on them to make it happen.
ProProfs Blog
DECEMBER 23, 2019
Not only did they accept the return but they arranged for the shoes to be shipped at zero cost to the customer. Wouldn’t you say that this is customer service with a human touch? This is a perfect example of how a customer centric organization works and create bonds with the customer that lasts a lifetime.
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