Win the Customer

NOVEMBER 14, 2016

Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. So, which companies do social customer service right?

Social Media 145

Social Media Customer Service Social Listening Start-ups 145

Aquire

MARCH 9, 2022

A business that uses a customer focus strategy ensures that every decision they make and every aspect of the company, including its products, services, and daily operations, aligns with the customers’ interests. Customer focus vs. customer-centric. Businesses with a customer service focus are more profitable.

Net Promoter Score 59

Net Promoter Score Social Media Customer Loyalty Customer Expectations 59

Customer Bliss

JUNE 28, 2018

Powers study, now in its 14th year, measures passenger satisfaction in nearly every step of the customer journey, based on performance in seven factors (in order of importance): cost & fees, in-flight services, aircraft, boarding/deplaning/baggage, flight crew, check-in, and reservation. Most importantly, they listen.

Customer Satisfaction 54

Customer Satisfaction CX Business Growth Customer Experience 54

Beyond Philosophy

JANUARY 18, 2017

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. American Airlines blamed problems at its hubs and its merger with USAir, and said it has a new training program to improve customer service. Absolutely not.”

Scorecard 122

Scorecard Customer Satisfaction Customer Loyalty Customer Experience 122

InteractionMetrics

NOVEMBER 11, 2024

And then new, new, uh, tickets and Alaska Airlines just to get finally home in any event. And he said, Martha, I really care about evaluating our customer service, our email, our chat, our calls. So it was kind of like, yes, measurement of aspects of the customer experience. In this case, it was customer service.

NPS 52

NPS Net Promoter Score Start-ups Unstructured Data 52

SurveySensum

MAY 20, 2020

The definition of customer experience has changed the way brands are responding to current situations and coming with a great initiative. Zappos an online shoe and clothing retailer is known for their customer-centric culture and delivering unparalleled customer experience. Loss of economy is true and so the budget of customers.

Social Media 52

Social Media Customer Experience Healthcare Non-Profits 52

Comm100

MARCH 25, 2024

If your goal for your chatbot is to save your company money and resources, consider having it assist an individual department, such as Customer Service or HR. If your chatbot takes over after hours, be sure to let customers know what times they will be able to speak to a representative, should they wish to do so.

Start-ups 98

Start-ups AI Customer Expectations Social Media 98