Toister Performance Solutions

DECEMBER 3, 2019

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Meetings begin by talking about customers, whether it's sharing a story, or discussing customer feedback.

Advertising 69

Advertising Scripts Customer centricity Surveys 69

Beyond Philosophy

JUNE 29, 2015

Target has issued press releases, and been on television, speaking to the fact that they are bringing in new senior IT execs to oversee customer data management. On the company web site, Target has begun posting information about initiatives and programs designed to offer customers greater purchase security.

Wireless 257

Wireless Banking Enterprise Accountability 257

Customers That Stick

SEPTEMBER 25, 2014

Customer Service > Customer Experience. Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? I found it helpful to always be upfront but courteous when sharing information with a customer. Transactional > Relational. Mac < PC.

Banking 133

Banking Customer Experience Real estate Customer Service 133

Toister Performance Solutions

MAY 2, 2017

On Friday, a statement from United Airlines announced "changes to improve customer experience." In my research for The Service Culture Handbook , I discovered company after company where the written values weren't authentic. JetBlue was one of the customer-focused companies profiled in The Service Culture Handbook.

Airlines 48

Airlines Customer Service Customer Experience 48

Uniphore

OCTOBER 7, 2021

It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. Here are impressive examples of superior customer service: 1. Sainsbury’s Gives a Young Customer Exactly What She Wants U.K.

Customer Service 45

Customer Service Airlines Best practices Feedback 45

Fonolo

MAY 8, 2019

This blog series explores two separate experiences related to the airline industry. This week, Fonolo’s Digital Marketing Manager describes his interaction with United Airline’s pre-flight customer service. So, how can airlines get their pre-flight customer service experience right?

Airlines 57

Airlines Customer Service Abandon Call Advertising 57

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries. What is Customer Success?

Education 59

Education Accountability Customer retention Journey mapping 59

Talkdesk

AUGUST 29, 2017

This piece was originally written by Bony Simi, president at JetBlue Technology Ventures, for Opentalk magazine. You don’t often hear anything positive when the words customer service and airlines are in the same sentence. But 16 years ago we at JetBlue were determined to try something new. Power study.

Airlines 40

Airlines Call Center Upselling Education 40

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Click here to download the full ebook.

Marketing 48

Marketing Customer Service Customer Care Customer Support 48

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). In this blog post, we’ll answer all these questions and more.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Talkdesk

JUNE 3, 2016

This blog post is an Opentalk 2016 panel recap. Speaker : Bonny Simi , President, JetBlue Ventures. JetBlue beginnings. In February 2000, JetBlue set out to “Bring humanity back to air travel.” Customer service and culture are one and the same. Award-winning service. The art of great service.

Feedback 40

Feedback Surveys Education Personalization 40

ChurnZero

OCTOBER 27, 2020

This is a guest blog post by Kristen Brehmer from TaskRay. 2020 has made a few things clear about the future of Customer Success: the handshake is definitely out; digital events are the new norm for connecting with colleagues, customers and peers; and the customer is most definitely gold. . throughout the journey.

Sales 59

Sales CRM Customer retention Technology 59

ProProfs Blog

MARCH 26, 2020

But, when it comes to customers, there are very few companies who understand the importance of standing out of the crowd and making customers feel delighted. Take Tesco Express, for example; they have a habit of replying to negative customer posts with smart, witty comments. So, how do you create a good customer philosophy? .

Customer Service 78

Customer Service Customer Support Self service Customer centricity 78

CX Journey

JANUARY 2, 2015

It appeared on their blog on August 21, 2014. At the end of each episode was a public service announcement (PSA) that would answer various questions and teach kids some valuable lessons. " This got me thinking. In a customer experience sort of way. What must they know in order to deliver the experience customers expect?

Journey mapping 61

Journey mapping Customer centricity Scripts Customer Experience 61

ShepHyken

MARCH 31, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Toister, explains why creating a customer service mantra is essential. When it comes to your customer service promise and vision, every member of your organization must be in alignment. JetBlue Airways: Inspire Humanity. Shep Hyken.

Consulting 235

Consulting Consulting Customer Service 235

Kayako

OCTOBER 29, 2015

The customer support rep role has travelled the world and back. Customer service was one of these areas. A particular blog that went viral in 2005 was a more extreme example of outsourcing by AJ Jacobs, editor-at-large in Esquire. They were tasked to deal with enquiries like these: A customer didn’t receive a shipment.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

ShepHyken

OCTOBER 10, 2016

Each week I read a number of customer service articles from various online resources. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. However, US airlines aren’t exactly known for their warm and fuzzy customer service. How well they do is the topic for another blog post.

Customer Service 317

Customer Service Airlines Customer Care Marketing 317

Natalie Petouhof

JANUARY 8, 2016

Do I have the right customer analytics strategy and can I execute on the data and data warehouses that are required to really know my customer and service real-time information where (channels & devices) when they need it? That question is who should be the general manager of the overall customer experience?

Marketing 40

Marketing Best practices Analytics Accountability 40

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. But, there is little that is really new or trailblazing in this idea.

Airlines 360

Airlines Marketing Enterprise Advertising 360

ProProfs Blog

DECEMBER 11, 2020

Your brand philosophy might have its roots in creating top-notch products or services. But can you really deliver in the long run if the service quality is ignored? . Poor service quality can cost your business, whether you are a month old startup or a decade old enterprise. “ 6 Effective Ways to Measure Service Quality .

Metrics 78

Metrics Customer Service Surveys Customer effort 78

REVE Chat Blog

JUNE 17, 2020

A business with a great quality product that captures a niche in the market but fails to appease customers can never be successful. companies lose more than $62 billion annually due to poor customer service.”. In order to retain your customers delivering consistent experience is imperative. Newvoicemedia says, “U.S.

Customer Service 78

Customer Service Self service Average Handle Time Brand ambassadors 78

Pointillist

MARCH 22, 2018

90% of customer value for B2B businesses is obtained after the initial sale.’ – Marketo. Amazon has attributed upto 35% of its revenue to cross-sell, both through its “Frequently Bought Together” and “Customers Who Bought This Item Also Bought” features. Generates Additional Revenue More Efficiently Than Selling to New Customers.

Upselling 71

Upselling Analytics B2B B2C 71

Beyond Philosophy

DECEMBER 1, 2014

There are plenty of ways to look at the sometimes competing interests of the desire for maximum return on investment and the desire to use a superior customer experience as a point of differentiation for competitive business advantage. Profits (Short Term) vs. Brand Equity (Long Term). It’s all about the lens that you’re looking through.

Airlines 418

Airlines Banking Accountability Consulting 418

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction. Download Free.

Customer Service 47

Customer Service Customer Care Morale Marketing 47

Comm100

OCTOBER 17, 2017

Once a failing restaurant, Amy’s Baking Company now had a flock of new customers rushing to their location in Scottsdale, Arizona, eager to check out the only establishment that the renowned chef had ever walked out on mid-episode. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service.

Customer Service 50

Customer Service Customer Care Feedback Surveys 50