Wed.Jan 18, 2017

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Cheap Airlines: Low Prices! Terrible Service! Can They Change?

Beyond Philosophy

The Wall Street Journal has released its annual scorecard of U.S. airlines, sizing them up according to factors that matter to travelers, including delays, on-time arrivals and lost baggage. Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom.

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The Traits That Make for Good Customer Service

ShepHyken

Recently one of our subscribers asked me, what traits a person must possess to deliver a good customer service experience. I asked if this was for a customer support rep, and he said no. He was hiring for his IT department. We went back and forth via email, and I thought that a summary of my answer might be worth sharing. First, as you think of traits, you should consider both attitudes and skills.

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A Look Ahead: 17 on ’17 (Part 4)

Contact Center Pipeline

What are the trends that contact center leaders should know about in 2017? We asked 17 industry experts to share their thoughts across a wide range of topics. In this final post of the series, our participants offer views on what the year may bring for customer experience at the center of strategy, remote working, […].

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Maintaining Proactive Customer Success in a Fast-Growing Startup

Amity

Every startup thrives for one thing: growth. As ARR grows, your customer-facing teams have to keep their cool and juggle between more accounts, and all that comes with it. When things are moving fast, it’s vital to remember that proactivity should stay a priority for the company. Acquiring new customers isn’t worth it if it means your churn rate is at an all-time peak due to negligence.

SaaS 60
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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Fundamental Service Principles Create a Common Service Language

Up Your Service

Watch Ron Kaufman talk about this topic on video (3 minutes). I’ve seen many organizations invest years and spend a lot of money on service training for their employees. The intention is always the same: to deliver service excellence, and to create a sustainable service culture. Time and time again, I’ll ask leaders, “What does service excellence mean to your customers, and to colleagues inside your organization?

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Service as Competitive Advantage: Creating New Value vs. Sustaining Predictable Results

Up Your Service

When you picture a superior service culture, you may not think of a large engineering firm or a manufacturing organization. Rather, you may think about high-end hotels, top-rated airlines, or innovative retail brands. But in a competitive global market where products are commoditized and speed of delivery easily matched, quality service is a key differentiator in every industry – including financial services , manufacturing, high tech IT , telecommunications , logistics, and more.

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Always Connected: Blessing or Curse? (Brad’s TEDx Talk)

Brad Cleveland Blog

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Always Connected: Blessing or Curse? (Brad’s TEDx Talk)

Brad Cleveland Blog

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