Steve DiGioia

AUGUST 1, 2016

So much is written about creating great employee morale. New startups build their businesses around effective employee morale and work environment. Look at the customer service leaders of today; Zappos, Amazon, Southwest Airlines, Ritz Carlton, et al. Is this what the founders intended, or expected of you?

Morale 0

Morale Airlines Management Accountability 0

Outsource Consultants

JANUARY 3, 2024

Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. This change in focus led clients to make decisions increasingly based on agent satisfaction levels.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

CSM Magazine

OCTOBER 8, 2019

In the second of a special Customer Service Week series, Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ explores how cross-training staff improves morale, attitude and service delivery. Capability & Skills: Identifying and nurturing customer service skills in your organization.

Customer Service 40

Customer Service Airlines Morale Personalization 40

Outsource Consultants

SEPTEMBER 14, 2021

This includes excessive hold times, overwhelmed agents, poor customer satisfaction, and ultimately brand harm. Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. But the customer-agent relationship still matters.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

ShepHyken

MARCH 23, 2018

Impact: When employees become disengaged from leadership, it leads to fear and distrust, which negatively impacts productivity, customer experience, and morale. How to prevent and correct: Companies should seek input and insights from client-facing employees about the state of customer relationships.

Airlines 206

Airlines Morale Benchmark Marketing 206

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. Honestly though, I would guess that the vast majority of you haven’t used a pay phone in ten years. That future isn’t as futuristic as it may sound right now as many merchants are gravitating away from cash. Buses in London don’t take cash.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

Up Your Service

MARCH 17, 2020

Your language of service may also need to adjust to what customers suddenly value most. Airlines have shifted from the language of inspirational experience — promoting pampered luxury — to a service language of education about enhanced cleaning and disinfection measures used for your protection.

Airlines 83

Airlines Government Morale Banking 83

360Connext

APRIL 28, 2017

The result of reducing YEARS off the wait time for one region illustrates the power of customer experience! Delta Airlines Cargo is a bigger business than you may realize as a regular airline passenger. Finally, the metrics of customer service for in-store or contact center employees have long been about the group.

Airlines 77

Airlines Wait times Metrics Morale 77

Toister Performance Solutions

DECEMBER 10, 2019

It's extra painful when a self-righteous customer is using you as a human punching bag because some tchotchke they wanted to buy as a gift wasn't available. Three bad things happen to customer service employees when they're exhausted: They can't think clearly. Frankly, it's exhausting. It's harder to be friendly. Email Address.

Advertising 67

Advertising Airlines Morale Self service 67

Fonolo

JULY 4, 2018

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. What did it mean to have a people-centric customer experience during the Golden Age in America? The moral of the story?

Customer Experience 86

Customer Experience Airlines Morale Call Center 86

Toister Performance Solutions

JULY 11, 2019

How common are toxic customer service employees? I recently wrote a post describing ways customer service leaders accidentally hire toxic employees, and how to avoid it. This doesn't even take into account the soft costs associated with unchecked harassment such as lost productivity, decreased morale, and turnover.

Advertising 90

Advertising Airlines Surveys Morale 90

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention. Buses in London don’t take cash.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Beyond Philosophy

OCTOBER 8, 2014

Airlines don’t either. If you enjoyed this post, you might be interested in the following blogs: 7 Signs that Your Executive Team is Not On Board with Your Customer Experience Agenda. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention. Buses in London don’t take cash.

Customer centricity 150

Customer centricity Customer retention Customer emotions Airlines 150

Call Center Weekly

SEPTEMBER 6, 2017

The situation required my patience, as well as clear communication from the airline. Unfortunately, the airline didn’t deliver. I never got an answer and in fact, each airline rep I spoke with gave a wildly different and equally confusing update. Apparently, it was a mid-sized SUV per their system. We would all win.

Customer Service 327

Customer Service Airlines Morale Contact Center 327

CSM Magazine

OCTOBER 5, 2020

Your language of service may also need to adjust to what customers suddenly value most. Airlines have shifted from the language of inspirational experience — promoting pampered luxury — to a service language of education about enhanced cleaning and disinfection measures used for your protection.

Airlines 52

Airlines Government Morale Banking 52

CSM Magazine

FEBRUARY 9, 2021

Air France KLM is one of the world’s leading airlines, employing over 80,000 staff. The company’s London based European Sales & Service Centre (ESSC) plays a crucial role in the success of Air France KLM; with now 200 of their employees working remotely, handling thousands of enquires each day from travellers around the world.

Employee engagement 52

Employee engagement Sales Transportation Airlines 52

Clarabridge

OCTOBER 14, 2015

this is generally a good practice (especially in the customer experience management industry), it is not a hard and fast rule. Sometimes, the customer is not right. But, for anyone who works in customer service, that is most definitely not the case. When employee morale is down so is the service that they are providing.

Airlines 75

Airlines Morale Call Center Customer Experience 75

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.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Quiq

JULY 28, 2022

And customer service seems to be bearing the brunt of it. Forrester’s Consumer Index Ratings showed a big drop in the quality of customer experiences. Airlines and hotels are among the top industries seeing a drop, brought on by both internal and external factors. Like your focus on customer service.

Customer Service 90

Customer Service Wait times Airlines Morale 90

ProProfs Blog

AUGUST 8, 2019

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. But you need to know that good customer service stories aren’t made in a day or two.

Customer Service 76

Customer Service Airlines Feedback Sales 76

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.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Fonolo

AUGUST 15, 2019

Just before the turn of the millennium, Ryanair was a tiny, impoverished Irish airline competing with the national carrier, Aer Lingus. As recently as 2017, it was the most profitable airline in Europe, operating 2,000 daily flights from 86 bases. An Image Problem.

Airlines 73

Airlines Customer Service Healthcare Morale 73

Nicereply

SEPTEMBER 2, 2020

Customer satisfaction doesn’t just impact the business’ bottom line, it also impacts team morale and retention rate. To make money, businesses need customers. Ideally, these customers are happy, tell their friends about you, and keep coming back. The Cost of Bad Customer Service.

Airlines 126

Airlines Morale B2C Feedback 126

SharpenCX

JANUARY 14, 2020

How do you even begin to make your customers happier when it feels like they’re always bringing you questions and complaints? Can you boost morale, improve your service level, and retain customers without the extra cash? Engage Employees and Boost Agent Morale. Internet and cable providers and airlines top my list.

Call Center 76

Call Center Customer Service Morale Finance 76

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.

Journey mapping 140

Journey mapping Airlines Morale Call Center 140

LiveChat

APRIL 19, 2016

Social media has become an essential ingredient of great customer service, but there are some aspects that are specific to certain businesses, and need to be adapted as such. However, once you’re done, you’ll end up with a customer service that’s ready anytime for any type of reaction from the people using your service or product.

Best practices 50

Best practices Customer Service Feedback Airlines 50

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 About OmniServ.

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45

Real Blue Sky

APRIL 6, 2022

Your customers come back, and that makes shareholders happy. Herb Kelleher , founder Southwest Airlines. Want Excellent Customer Service? When you elevate the employee experience within your organization, you empower your employees to deliver exceptional service to your customers. billion in revenue in 2021.

Airlines 52

Airlines Morale Customer centricity Customer Experience 52

Comm100

OCTOBER 17, 2017

New customers and fans of the show posted comments and reviews of Amy’s Baking Company to social media channels like Facebook, Yelp, Twitter, and Reddit. Large corporations and small companies alike have had to either learn how to properly engage with customers over social media, or lose business as a result. Win New Fans.

Customer Service 52

Customer Service Customer Care Feedback Surveys 52

CX Global Media

JULY 10, 2019

He has held several leadership positions and been characterized as an “other-centered leader” who fosters a transparent environment with an emphasis on engaging and actively listening to all staff and customers. EXPERT SESSION – How Consistent is Your Service? Jackie Morales Chief Insurance Officer, Bestow. Lisa Oswald ?Senior

Contact Center 120

Contact Center Morale Coaching Analytics 120