Tag: customer service

5 Customer Service Approaches to Avoid | Businessnewsdaily.com

~ knjohn ~ 1 Comment

Keeping your customers happy is the key to earning their trust and their business. Some companies do this well, and go above and beyond to make sure their customers are satisfied. Others seem to view customer service as an afterthought.

“It’s always befuddling to watch businesses that say they focus on customer service turn around and act like their customers don’t matter,” said Aishwarya Hariharan, product marketer at customer support software company Freshdesk. “They claim that no one matters more [than their customers], but their approach just doesn’t seem to reflect it.”

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British Airways New Customer Service Initiative | Airlinereporter.com

~ lmehit ~ Leave a comment

Recently, British Airways started keeping information on some of their VIP customers and searching for their images online all in the name of service. The program, called “Know Me,” has some privacy advocates worried.

“Last year we re-committed to the ethos: To Fly. To Serve. That’s what ‘Know Me’ is all about – enabling us to recognise our customers in a way that is individual to them,” Jo Boswell, head of customer analysis at British Airways, stated. “We’re essentially trying to recreate the feeling of recognition you get in a favourite restaurant when you’re welcomed there, but in our case it will be delivered by thousands of staff to millions of customers.”

The idea is simple enough. Airline employees have iPads which contain information on high-end passengers. What kind of food they prefer, if it is the first time they have flown with a certain product and if they might have had previous issues flying on the airline. The software also allows the crew to identify a passenger by searching Google Images.

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Follow These Steps to Improve the Customer Experience | AllBusiness.com

~ lmehit ~ Leave a comment

Improving the customer experience doesn’t have to be complicated. It can be broken down into a three steps that allow you to examine how different parts of your business contribute to the overall encounter. Improved customer experiences usually result in increased customer retention and more referrals.

All you need to do is look at your business and its processes from the customer’s perspective, to see your company as the customer sees it. There are three steps: before, during, and after the customer interaction.

Before the Sale

“Before” includes how customers become aware of your business and the influences that drive them to walk up to your door. Marketing and word-of-mouth advertising is a big part of this step. In today’s world, advertising includes everything from traditional mainstream media to social media platforms such as Facebook, blogs, and Twitter. For retailers, store signage and point-of-sale advertising is still important.

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