Quiq

FEBRUARY 3, 2023

While HR leaders are facing the labor shortage head-on with recruiting tactics and budget increases, customer service teams need to search for ways to provide the service the industry is known for without the extra body count. How is the labor shortage impacting customer service? Travel is back, but labor is not.

Customer Service 80

Customer Service Chatbots Airlines Feedback 80

Beyond Philosophy

DECEMBER 10, 2022

Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint. Looking at you, United Airlines.) The trick is actually doing it—and for the right reasons, not a customer service failure. Complete this short survey.

Airlines 170

Airlines Consulting Consulting Surveys 170

Bill Quiseng

JUNE 19, 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.

Customer Service 139

Customer Service Management Employee engagement Airlines 139

Toister Performance Solutions

AUGUST 26, 2021

Advanced techniques are one of the top requests I receive as a customer service trainer. Customer service professionals who master the basics will always do well. You can build these skills by taking my LinkedIn Learning course, Customer Service Foundations. Many people feel the basics are, well, too basic.

Customer Service 84

Customer Service Technical Support Customer emotions Airlines 84

ProProfs Blog

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today. Annually, U.S.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

Global Response

MARCH 27, 2023

Customer service matters—a lot. How can you convince your organization to invest further in customer service, and what can you do to improve it effectively? How can you convince your organization to invest further in customer service, and what can you do to improve it effectively?

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

Nicereply

AUGUST 24, 2021

Messaging in customer service is on the rise, and surveys for support teams continue to gather data that indicates this trend is picking up steam. There is a trend in customer service to make business messaging quicker, easier, and more convenient. The results are staggering : WhatsApp tickets rose 219%.

Customer Service 59

Customer Service APIs Airlines Chatbots 59

Kayako

DECEMBER 8, 2016

5: Is it too late to win the customer back? What you can do to rectify bad customer service. At Kayako, we help our customers get better at customer service. We want to make sure our customers are offering excellent customer service so their customers continue to pay for their service or product.

Customer Service 116

Customer Service Airlines Surveys Marketing 116

Win the Customer

NOVEMBER 14, 2016

By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers? Remember when customers were limited to using the telephone if they wanted to contact businesses?

Customer Service 145

Customer Service Airlines Marketing Banking 145

VocalCom

APRIL 16, 2018

When measuring customer experience, your company likely includes surveys in your approach. While this practice remains a viable method for gaining feedback, how your company sends these surveys is critical to getting responses. For maximum engagement, your brand must modernize survey practices in a way that appeals to customers.

Surveys 48

Surveys Contact center software Airlines Feedback 48

ProProfs Blog

DECEMBER 22, 2019

But, with the overwhelming consumer demands and customer expectations, you cannot afford to negate the importance of satisfactory customer services. . Increasing customer retention rates by 5% boost profits by 25% to 95%. Let’s start with clarity about the meaning of Proactive Customer Service. .

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

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. research firm that surveys 20 million global travelers yearly. On paper, our beloved national airline, this flag carrier, is a nerdy octogenarian with an affinity for collecting accolades.

Airlines 78

Airlines Transportation Contact Center Self service 78

Fonolo

APRIL 19, 2018

So to the customer service folks who are ready to take more away from TV and movies then simply an entertainment fix – this one is for you. Below I’ve illustrated seven lessons about customer service we can all learn from TV shows, movies, and even cartoons! . The Wrong Customer Service Response.

Customer Service 101

Customer Service Entertainment Airlines Benchmark 101

Vonage

NOVEMBER 24, 2016

We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”. But what a challenge for committed service providers! Creating a customer service culture that works can be done.

Customer Service 97

Customer Service Entertainment Government Airlines 97

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service 52

Customer Service Airlines Feedback Technology 52

ViiBE Blog

APRIL 7, 2021

What is a customer service training video? Some people are a natural fit for customer service. Still, not everyone has the knack for anticipating customer needs and maintaining a professional composure even in stressful scenarios. How do you teach good customer service?

Customer Service 52

Customer Service Airlines Feedback Technology 52

Global Response

JANUARY 9, 2023

Amidst the daily focuses of product, sales, marketing and business strategy, the customer’s needs and experiences can get lost. As a result, brands that want to grow their organization and customer base should consider taking on a customer-focused strategy. using customer feedback to inform future product or service decisions.

Airlines 62

Airlines Customer centricity Feedback Metrics 62

Global Response

OCTOBER 2, 2023

In our decades of experience working with clients on customer service, here are 7 key factors we’ve seen contribute to ORM. Providing Exceptional Customer Service One of the best ways to effectively manage your online reputation is to provide customers with exceptional customer service in the first place.

Call Center 62

Call Center Management Airlines outsourcing 62

Nicereply

OCTOBER 24, 2023

A positive customer experience is characterized by customer satisfaction , ease of use, personalization, and meeting or exceeding customer expectations. Because of this, effective management and improvement of customer experiences are crucial for building customer loyalty and long-term success in business.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

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. What can I do for you?

Management 72

Management Customer Service Airlines Employee engagement 72

ShepHyken

MARCH 23, 2018

63% of US CEOs are hiring , but they say it is more difficult to find the qualified workers they need (PwC 21st Annual Global CEO Survey). Situation : Your latest employee survey reveals a decline of trust in leadership. Empowering customer service employees to resolve problems in real time can help contain potential problems.

Airlines 205

Airlines Morale Benchmark Marketing 205

Fonolo

JULY 5, 2023

This is the best way to prevent damage and creates a very personal, attentive service. The best way to approach customer service is to be proactive: solve a problem before a customer notices and their respect and appreciation of your brand will get a massive boost. And support it with world-class customer service.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Serenova

OCTOBER 24, 2019

And that makes scary customer service potentially more damaging than ever. According to a recent Vanson Bourne survey of 3,000 US and UK consumers, the vast majority (94%) of respondents say customer experience impacts whether they would make the decision to move from one brand to a competitor. The cost: $88.77.

Customer Service 67

Customer Service Quality management Airlines Scripts 67

HGS

OCTOBER 30, 2014

What trends are you seeing in the world of customer service? Interacting with our customers we see two major shifts in providing a great customer experience. Think about the last time you booked an airline ticket or placed an order for a product. Don’t customers want to talk to “a real person”?

Telecommunications 130

Telecommunications Airlines Self service CRM 130

TechSee

OCTOBER 15, 2019

Dissatisfied customers are those who feel a business did not provide a product or service as expected. Beyond the loss of their business, these customers present a threat as they could negatively influence others, especially in the era of social media.

Customer retention 107

Customer retention Airlines Personalization Surveys 107

Eptica

JULY 26, 2017

Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. ” Given the direct link that has been made between customer experience and improved profitability , it is no surprise that CEOs feel this way. Published on: July 26, 2017.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

GetFeedback

JUNE 10, 2019

Listening to your customers pays off–you’ll learn about their pain points which will help you to improve your product, making it more useful to current and potential users. In this article, you’ll find samples of feedback forms for your customers that will help you get more responses and more useful feedback to improve your business.

Feedback 79

Feedback Surveys Airlines Benchmark 79

REVE Chat Blog

OCTOBER 16, 2019

Poor customer service communication always creates a negative impact on your business no matter how established it is. Fostering such strategies improves customer communication also helps in customer acquisition and retention. . Businesses that constantly deliver poor customer service eventually go out of business.

Customer Service 60

Customer Service Chatbots Best practices Feedback 60

Comm100

JUNE 13, 2018

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer Experience and Customer Success articles that can be found online. Michael Pace on his site, the Pace of Service (I really like the name by the way!)

Customer Service 41

Customer Service Airlines Education Metrics 41

Outsource Consultants

JANUARY 3, 2024

These advanced systems offer dynamic, human-like interactions, transforming customer experiences across industries. From telecom to airlines, IVAs are setting a new standard in customer service, combining efficiency with personalized care.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Kayako

MARCH 2, 2017

If you want to keep your customers happy and coming back to you, again and again, you’ve got to meet and exceed these expectations over your most dominant support channels—email, social and Messenger (previously, live chat). Customer needs and customer expectations are the two most confused aspects of customer service.

Airlines 91

Airlines Entertainment Advertising Feedback 91

Quiq

JANUARY 2, 2023

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. But nothing compares to the immediacy and personal touch of real-time support. The same goes for customer service.

Chatbots 65

Chatbots Airlines Wait times Best practices 65

Toister Performance Solutions

JULY 11, 2019

He frequently makes promises to customers that can't be kept, and George's coworkers end up having to deal with the fallout. He begs, needles, and cajoles customers into giving him good survey scores. At George's company, good survey scores are all that matter. How common are toxic customer service employees?

Advertising 90

Advertising Airlines Surveys Morale 90

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Think about it. Or recommend them to your friends and family?

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

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

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. I understand you’re having trouble with a payment.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Nicereply

APRIL 11, 2023

NPS: Net Promoter Score (NPS) surveys measure loyalty and satisfaction by asking customers how likely they are to recommend your product to others. CES survey: Customer Effort Score (CES) is a metric that measures how much effort a customer has to exert to use a product or service on a scale of “very difficult” or “very easy.”

Best practices 52

Best practices Feedback Surveys Airlines 52