Shep Hyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50 of the United States. Voice of Customer.

Net Promoter Score 126

Net Promoter Score Customer Experience Scorecard Transportation 126

Execs In The Know

NOVEMBER 3, 2024

As we gear up for another exciting holiday season at Michael Kors, I wanted to share our comprehensive strategy for delivering exceptional customer service during our busiest time of the year. We host regular update calls with stakeholders from our distribution center, e-commerce, transportation, IT, store, and omnichannel teams.

E-commerce 105

E-commerce Customer Service Transportation Omnichannel 105

PeopleMetrics

JULY 9, 2014

So naturally, we talk a lot about customer service stories gone bad. These experiences amaze and astound customers, build trust in a brand, and go viral on the internet. Recently, one of those experiences happened to me, and solidly cemented my trust in a brand I had never even purchased anything from.

Customer Experience 116

Customer Experience Transportation Customer-Centric Organization Start-ups 116

Aquire

MAY 24, 2021

According to the International Air Transport Association, demand for air travel decreased by 65.9 At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. Redefining the airline customer experience.

Customer Service 105

Customer Service Net Promoter Score Social Media Omnichannel 105

Zendesk

MARCH 6, 2023

But to make a good impression, passenger transportation companies need to take an honest look at their customer experience and prioritize needed changes to modernize their experience for the next generation of sightseers, vacationers, business travelers, and digital nomads.

Transportation 52

Transportation CX Omnichannel Social Media 52

Myra Golden Media

MAY 7, 2019

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” And then meeting that need without the customer having to wonder, fret, or even ask. Answer Your Customer’s Most Pressing Questions Before They Panic.

Transportation 110

Transportation Hospitality Hospitality Case Management 110

Zendesk

OCTOBER 6, 2023

And it can be a challenge to provide seamless customer service within the massive ecosystem of customers, airlines, ground transportation, hotels, tour operators, travel agencies, and more. Download this ebook to learn more about: Delivering personalized customer experiences by responsibly using customer data.

Transportation 52

Transportation Hospitality Hospitality Customer Service 52

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. The Customer Service Takeaway: Customers want convenience on their terms, not yours.

Customer Service 104

Customer Service Transportation Technology Technology 104

Inside Customer Service

APRIL 13, 2023

All of these companies do one simple thing to win and retain their customers. They offer a guaranteed customer experience. What is an experience guarantee? Customers do businesses with companies they like and trust. Here's an excerpt from the book, The Guaranteed Customer Experience.

Transportation 166

Transportation Customer Experience 166

Hodusoft

MAY 5, 2019

Customer satisfaction and great customer experience is the essence of success for any organization. When a business has a large volume of calls, sometimes it is difficult to manage the superior customer experience for all customers on call. GUO Transportation Company Ltd. GUO Transport Company Ltd.

Transportation 40

Transportation Contact Center Omnichannel Business Growth 40

Inside Customer Service

JUNE 17, 2021

These questions came up a lot while I was doing research for The Service Culture Handbook and The Guaranteed Customer Experience. Here's an explanation of the three concepts along how other statements fit in, like your customer service vision or brand promise. What are a company’s mission, vision, and values?

Transportation 144

Transportation Legal Customer Service Technology 144

Intercom

JUNE 20, 2024

The latest breakthroughs in AI are already profoundly changing customer service. There’s an inherent structure and repetition to customer queries that make it highly suitable for AI to enhance efficiency and improve customer satisfaction. How can you develop robust chatbots that can handle customer queries?

AI 91

AI Customer Service Machine Learning Artificial Intelligence 91

Customer Bliss

AUGUST 23, 2018

At a time when more and more people are taking public transportation, customer experience for commuters has a big impact on their daily lives. How do you create great service for such a complex system? The role of head of customer experience hadn’t existed before, so Anand had a lot of work cut out for him.

Transportation 51

Transportation CX Hospitality Hospitality 51

Fonolo

NOVEMBER 21, 2019

Here, we look at some major brands that are doing customer service in all the right ways, but most especially on their websites. What is “Doing Customer Service Right”? Zappos’ customer support pages aren’t just easy to find, they’re front and center. Chick-fil-A.

Customer Service 89

Customer Service Transportation Start-ups Gaming 89

Shep Hyken

JANUARY 19, 2022

But what I want to share now is the example of a surprise that came from a most unlikely source, the TSA, as in Transportation Security Administration. . If a TSA employee inspecting luggage can surprise a passenger, it shouldn’t be hard for you to find ways to deliver small surprises to your customers. . Follow on Twitter: @Hyken.

Transportation 116

Transportation Customer Service Customer Experience 116

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Having a convenient experience is critical, and it is complicated, too.

Customer Experience 74

Customer Experience Transportation Entertainment Retail 74

Fonolo

AUGUST 27, 2020

You might say it’s to close sales or solve customer issues, depending on the function of your team. Both are true, but every contact center agent in the world must adhere to creating an exceptional customer experience. Empathy is a huge part of a winning customer experience. Customer service can be repetitive.

Contact Center 135

Contact Center Transportation Construction Customer Loyalty 135

Steven Van Belleghem

OCTOBER 11, 2021

And what’s also impressive is that they use the data they have to help their partners – hotels, transportation, insurance, restaurants etc. offer their customers a better experience as well. A beautiful example is their fantastic customer service. You can download the free e-book here !

CX 113

CX Transportation Entertainment Education 113

Beyond Philosophy

DECEMBER 22, 2016

What happens when you take the people out of an experience that was traditionally a human-based interaction? And what does this mean to the future of Customer Experience? Amazon and Uber have been making headlines by eliminating the humans from areas of the Customer Experience where a person is usually involved.

Legal 128

Legal Transportation Retail Customer Experience 128

Execs In The Know

FEBRUARY 7, 2024

Even better, these automated buses could be completely repurposed for any number of challenges on Disney property requiring the transportation of groups. New areas of the park would have automated transportation available instantly—without building anything new.

Artificial Intelligence 52

Artificial Intelligence Customer Experience Transportation Contact Center 52

Logicalware

APRIL 12, 2022

DFDS has implemented Puzzel’s Customer Service Platform globally, without the need for any additional integrations. For the customer agents, the new system has made their work easier and more manageable, because all data can be viewed in real-time on the same screen. A system that does it all from day one.

Transportation 98

Transportation Customer Service Customer Experience Hospitality 98

The Customer Service Blog

JUNE 1, 2023

Keeping rail services running since the start of the pandemic has cost the Treasury an estimated £42 billion. But the Treasury has now ordered the Department for Transport to balance the books on the railways. This is part of a major cost-cutting drive which will see ticket offices closed and turned into flats, shops or offices.

Transportation 89

Transportation Government Legal Sales 89

Fonolo

APRIL 17, 2019

This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. The long, confusing process of rebooking cancelled flights are not flying with Air Canada customers. lana (@Lana1995X) March 22, 2019.

Transportation 78

Transportation Contact Center Social Media Innovation 78

Myra Golden Media

MAY 14, 2021

Q “I work in public transportation, and we still have strict mask requirements. I’ve had customers snatch the complimentary mask out of my hand and throw it on the floor. Many customers don’t acknowledge me when I politely tell them to wear a mask. A woman flipped me off and said something profane.

Transportation 79

Transportation Customer Service Customer Experience 79

Steven Van Belleghem

MAY 21, 2019

The beauty of that is that they have more data at hand than all their competitors (75 terabytes of data per day, to be exact), allowing them to better understand customers, and what they expect from mobility. Ctrip is a large travel company with one of the biggest customer service centers in the world.

Customer Experience 40

Customer Experience Transportation Innovation Start-ups 40

Zendesk

JUNE 14, 2021

Companies are increasingly trying to promote customer experience into a key selling point. And for good reason—the Zendesk Customer Experience Trends Report 2021 found that 75 percent of customers will pay a premium to buy from brands that provide a great customer experience.

Customer Experience 52

Customer Experience Omnichannel CX Transportation 52

Customer Bliss

MARCH 30, 2018

As many of us CX practitioners know and may have experienced firsthand, the airline industry faces numerous challenges in creating a customer experience that puts the customer first. According to Airports of the World , Newcastle also won the honor of being ‘Airport of the Year’ at the North of England Transport Awards.

Customer Service 25

Customer Service Transportation Government CX 25

UJET

FEBRUARY 11, 2020

Whether it’s through voice, text, or sharing photos and videos, the experience is identical. Optimizing Channels for Customer Support dives into the importance of building identical support experiences, no matter the channel by looking into three separate industry verticals: e-commerce, on-demand transportation, and on-demand food delivery.

E-commerce 72

E-commerce Transportation Touchpoint Customer Expectations 72

Shep Hyken

JANUARY 24, 2023

Top Takeaways: The optimal response time to a customer asking for support has more to do with the problem they are trying to solve than the channel they are using to reach out with. These industries require larger, highly scalable teams to meet the customer’s needs. The result could mean lost customers.

Transportation 57

Transportation Social Media Customer Expectations Customer Service 57

cxservice360

DECEMBER 20, 2021

Every stage in the shipping process, from managing customer data to packaging and transportation, is of the utmost. The post How to Stay On Top of Your Company’s Shipments appeared first on CXService360 - Customer Service Articles, Stories and more.

Transportation 52

Transportation Customer Service Customer Experience 52

Uniphore

JANUARY 25, 2022

As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. Automotive, healthcare, retail, banking, transportation, entertainment, education, human resources, legal services – and more.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Conversocial

AUGUST 17, 2021

Whether it was people going on holiday, travelling for business or just commuting to the office, the number of journeys being made across the global transport industry has dramatically dropped since March 2020. At Conversocial, the majority of our partners in the transport sector fall within two categories - airlines and train operators.

Transportation 52

Transportation CX Customer Service Customer Experience 52

TeamSupport

SEPTEMBER 21, 2018

It’s no secret that the customer experience (CX) has risen to the top priorities of most companies today. Businesses are putting a lot of effort into ensuring that their customers not only enjoy their experience with a company or service, but that they want to share that experience with others.

Sentiment Analysis 74

Sentiment Analysis AI Artificial Intelligence Transportation 74

Chip Bell

APRIL 14, 2020

Mattresses do not fold up to be neatly transported in the back seat of a car. With prior agreement from the furniture store, I mailed in a check for sixty dollars so my friend could pick up and transport the new mattress. Customers remember what you give them long after they have forgotten what you take from them.

Transportation 53

Transportation Customer Loyalty Retail Customer Experience 53

C3Centricity

SEPTEMBER 12, 2016

Do your customers feel the same about your product or service? One of the many surprises in Peru was their transport system. They rely primarily on coach services between the major cities, but they are unlike anything I’ve seen anywhere else around the world. I actually don’t want the ride to end!

Net Promoter Score 113

Net Promoter Score Social Media Customer Satisfaction NPS 113

Zendesk

NOVEMBER 19, 2022

For customer service leaders, one of the best ways to pare down expenses without sacrificing quality in the customer experience is to make the shift to automation and invest time into enabling customers to help themselves, and each other. You might actually find that customer satisfaction increases.

Transportation 52

Transportation Healthcare Customer Satisfaction AI 52

Steven Van Belleghem

MAY 29, 2022

Or closer to commodity businesses: subscription box services like Birchbox and Stitchfix were able to rekindle the pleasure that comes with receiving a random selection of products. Their customers find great value in the adventures that they share over social media: about how they have been playing a role in weather forecast.

CX 120

CX Non-Profits Social Media Pharmaceutical 120