CCNG

MAY 10, 2023

Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. Jump on a customer service call.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CSM Magazine

OCTOBER 19, 2023

In an industry as dynamic as travel, customer service often serves as the linchpin for success. While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience.

Transportation 52

Transportation Customer Experience industry standards Analytics 52

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. They claim they aren’t the same as B2C, so many of the ideas about customer service and CX don’t apply.

Customer Service 371

Customer Service B2C B2B Customer retention 371

Avoxi

MARCH 16, 2022

Skills-Based Routing: A Quick Revenue Win for Travel & Hospitality Business Leaders Keeping customers happy requires excellent customer service throughout their entire travel journey.

Call Center 117

Call Center Customer Service Contact Center 117

Working Solutions

JANUARY 23, 2023

Improving the customer experience is essential for any company—not just for its reputation but also for its bottom line. According to Zendesk, 42% of B2C consumers will make more purchases from a business after receiving a “good customer service experience.”

B2C 97

B2C Customer Service Customer Experience outsourcing 97

Avoxi

FEBRUARY 6, 2023

How to Improve Traveler Satisfaction Using Cloud Computing Solutions Customer service is the key metric that underpins the overarching success of travel and hospitality brands. In fact, 60% of customers claim that great customer service is critical to their travel purchase decisions.

Contact center software 62

Contact center software Contact Center Metrics Customer Service 62

Working Solutions

JANUARY 17, 2022

A travel agency’s business growth and customer satisfaction depend on quality customer service. As the travel & hospitality industries grow, your company requires more support than ever before. 11 Reasons a Travel Company Should Outsource […].

outsourcing 95

outsourcing Customer Care Customer Service Customer Experience 95

Anexa BPO

MAY 7, 2023

The travel industry is no different. With travel again in full swing, travellers are bringing their expectations of a contactless, ultra-convenient process into the mix – and this applies to every step of the journey – from planning the trip to airport security to hotel check-ins.

Transportation 52

Transportation Entertainment outsourcing Technology 52

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. What is Automated Customer Service? .

Customer Service 391

Customer Service Chatbots Interactive Voice Response Customer Support 391

Fonolo

JUNE 26, 2019

While many factors are at play here, the growth of the mobile app market has been partly driven by the fact that more and more businesses are integrating mobile apps into their customer service strategies. When it comes to travelling, people are increasingly reliant on their smartphones. Trail Wallet.

Customer Service 104

Customer Service Airlines Transportation Call Center 104

BlueOcean

OCTOBER 7, 2021

Few industries are quite like travel. Can you think of any other industry where anxiety is baked into the product or service? Everyone has a horror story about their travel experiences, be it a brutal delay or a missed flight. Questions from customers abound: “What are the new rules?

Customer Experience 87

Customer Experience Call flow Interactive Voice Response Call Center 87

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

Customer Service 179

Customer Service First call resolution Self service Customer Experience 179

Aspect

JUNE 29, 2017

When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. In fact, despite several recent PR missteps, the airline industry just had its highest rating ever bestowed on it by the American Customer Service Index.

Airlines 79

Airlines Interactive Voice Response Customer Service Self service 79

ShepHyken

JUNE 6, 2022

Each week I read many customer service and customer experience articles from various resources. They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales.

Customer Service 167

Customer Service Best practices Customer Experience Sales 167

Liveops

JULY 19, 2021

Staffing challenges within the travel & hospitality industry. A year and a half with minimal vacations and international travel. Is it any wonder that the travel & hospitality industry is struggling to hire enough people to meet this pent-up demand? job market struggles with a historic talent shortage.

Airlines 62

Airlines Virtual Agent Enterprise Wait times 62

Steve DiGioia

FEBRUARY 15, 2021

A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. Those two articles highlight the unique aspects of service the two groups offer and how they hurt or help our service efforts.

Customer Service 348

Customer Service industry standards Personalization Technology 348

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. Airline Customer Service Improved In 2020.

Airlines 383

Airlines Customer Service Advertising Customer Experience 383

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Cramer sat down with Apple’s SVP of services Eddy Cue earlier Tuesday at the inaugural CNCB CEO Summit in Santa Barbara. Driving accelerated, sustainable growth while delighting customers is a complex puzzle.

Customer Service 161

Customer Service Customer centricity B2C Government 161

ShepHyken

MAY 21, 2021

She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. This is especially true for customer service teams. Happy Teams Are More Productive .

Customer Service 329

Customer Service Morale Management Customer Support 329

Customer Service Life

APRIL 12, 2023

Image by Gerd Altmann from Pixabay One of my favorite things about writing and speaking about customer experience, customer service, and contact centers is the opportunity to connect with others in the industry and talk about topics that are near and dear to my heart. Which metric is the most important at the contact center?

Customer Service 78

Customer Service Contact Center Customer Experience Metrics 78

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.

Customer Service 161

Customer Service Airlines Metrics Journey mapping 161

ShepHyken

AUGUST 1, 2023

One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. Here is a great example of the power of this exercise and impress your customers. The client is a travel company and had a VIP client that had worked with them for more than 20 years.

Customer Service 294

Customer Service Management Customer Experience 294

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is brand advocacy?

Customer Service 378

Customer Service Morale Sales Coaching 378

ShepHyken

MARCH 22, 2017

Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! For those that don’t know, the Stevie is an international business award that recognizes top performing organizations in several categories including customer service.)

Customer Service 220

Customer Service Engineering Sales Marketing 220

Infinity

FEBRUARY 4, 2022

After what’s been an incredibly tough few years, it appears that blue skies are finally poking through the clouds that have been looming over the travel industry. Tighter purse strings, some lingering uncertainty and residual caution are all barriers travel businesses must overcome. We know the appetite is there for travel.

Scripts 52

Scripts Marketing Sales Customer Service 52

ShepHyken

JULY 31, 2020

She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity. Customer Service.

Customer Experience 268

Customer Experience Customer Service Chatbots Upselling 268

ShepHyken

OCTOBER 30, 2020

She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. What is the best way to improve relationships with your customers? The answer is simple but often overlooked: Focus on delivering five-star customer service.

Technology 329

Technology Customer Service Personalization Chatbots 329

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” And the change is good for both the customer and the business willing to keep up with the changes.

Customer Service 207

Customer Service Airlines Feedback B2B 207

ShepHyken

JANUARY 8, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Predictions for 2023 by Dan Gingiss (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts? Look no further!

Customer Service 120

Customer Service Consulting Consulting Customer Experience 120

Help Scout

AUGUST 22, 2023

Fast customer service is key in time-sensitive industries like travel — here’s how train booking service Loco2 optimizes for speedy support. Read the full article

Customer Service 75

Customer Service 75

Steve DiGioia

SEPTEMBER 17, 2015

Matt writes about how great customer service almost ruined his RUSH concert! You know me; I am all about great customer service… knowledgeable, friendly, thoughtful customer service. Because there is one other factor that indicates great customer service: Timing.

Customer Service 256

Customer Service Consulting Consulting 256

ShepHyken

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio.

Customer Service 305

Customer Service Customer retention Personalization Customer Experience 305

ShepHyken

APRIL 24, 2020

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic. customers and? Now is the time to double down on self-service.

Customer Service 189

Customer Service Airlines Self service Entertainment 189

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. SmartBrief) As any business road warrior will tell you, air travel these days is far from a relaxing experience. The Mount Rushmore of Customer Service Leaders by John DiJulius.

Customer Service 254

Customer Service Airlines Customer retention Customer Experience 254

Interactions

MAY 20, 2021

With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. According to new research by Zapwater Communications , 65% of Americans are looking forward to traveling again, both internationally and domestically.

Best practices 62

Best practices Airlines Average Handle Time Wait times 62

ShepHyken

JULY 12, 2022

He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations. Top Takeaways: The fundamentals of customer service start with individual customer interactions. Find out what the customers’ end goals are.

Sales 291

Sales Marketing Customer Service Technology 291

CX Accelerator

OCTOBER 26, 2019

Others collect travel experiences, dolls, toys, electronics, video games. As I think about the impact my team can have on virtual collectors, it becomes evident that customer service has never been a more powerful tool in driving emotional affinity and supporting companies to give great collecting experiences to their customers.

Customer Service 182

Customer Service Consulting Consulting Metrics 182