United Airlines Uses Customer Service This Way to Impact Sales

Understanding the Sales Force

Understanding the Sales Force by Dave Kurlan Yesterday, I was returning from New Orleans on an airline I had previously decided never to use again. United is not the only company guilty of deplorable customer service. Customer service has a very important selling role.

10 Great Examples - Customer Service as a Powerful Sales Tool

Understanding the Sales Force

Last week, during my travels to Poland and back, I experienced how companies are using customer service as sales tools. In most cases, customer service tends to be vanilla, bland, and although professional in its approach, it is typically highly unspectacular.

A Missed Customer Service Opportunity

Partners in Excellence

Today’s delay is different, and a tremendous missed customer service opportunity on the part of United Airlines. I went to the customer service desk. It’s scheduled to arrive at 11:30PM and we are going to do our best to turn it around quickly and leave at 11:50.” (For those not used to airline speak as we road warriors know how to instantly decode. It’s not the customer service rep’s fault, I just want her to help me. “If

The True Value of Exceptional Customer Service & “Moments of Truth”

Jonathan Farrington

But today I want to discuss one of my most favorit topics – customer retention – because believe me, it is set to become the differentiator between success and failure for most commercial organizations. So what is the value of good customer service?

Stardate 1.0: Travel Lessons for the Sales Road Warrior

Engage Selling

Every week I’m asked about travel tips, recommended hotels, airlines, and locations. Are you a sales road warrior?

Air Travel for Business: Where Carriers Get it Wrong

Engage Selling

Having racked up over 225,000 miles over two major airlines last year you could say that my most used office space is seat 3D. Like many professional sellers, I travel all the time.

United Could Have Avoided Dragging Passenger Off Plane

A Sales Guy

Look sometimes “rules” and “regulations” blind us to the most obvious and simple solution and this was the case for United Airlines this weekend. Typically, airlines ask for volunteers and offer some small stipend to passengers to volunteer. Customer Service

Tone Deaf Executive Leadership Ignores What Customers Value

Increase Sales

The recent Tweet war between Delta Airlines and Ann Coulter reveals that Delta leadership does not know what their customers value. When customer pay for something, they expect what they pay for. Today, social media sites such as Twitter allow individual customers to have the power of the ink without any cost. To say Delta’s customer service was horrendous is an understatement. . Being tone deaf now has disrupted customer loyalty.

We All Want to Be Acknowledged (Tip for Sales People)

A Sales Guy

I had a brutal experience with United Airlines earlier this week. We’re gonna fuck up with our customers. Our company processes will frustrate and even screw over our customers. The customer HAS to believe we understand their situation.

Do Your Holiday Parties Project What You Preach?

Smooth Sale

Long ago, airlines went out of their way to ensure passenger comfort. Advertising for one airline did preach that it was the best way to fly.

Why Sorry Isn’t Enough and What People Really Want to Hear

A Sales Guy

If you screw up and forget to show up for a demo, saying sorry doesn’t carry half the weight as acknowledging the fact, you wasted your customers time and how that impacted them. When an airline is delayed, the pilot’s apology, gives us little comfort. When a customer calls you and is upset, don’t explain why, don’t get defensive, don’t try and tell them why things happened and why it’s not your fault. Customer Service

Why Sorry Isn’t Enough and What People Really Want to Hear

A Sales Guy

If you screw up and forget to show up for a demo, saying sorry doesn’t carry half the weight as acknowledging the fact, you wasted your customers time and how that impacted them. When an airline is delayed, the pilot’s apology, gives us little comfort. When a customer calls you and is upset, don’t explain why, don’t get defensive, don’t try and tell them why things happened and why it’s not your fault. Customer Service

What is the total experience you are waiting for?

Leading Results Rambings

It’s a service economy. You are providing a service and it is the result of the service and the experience around the service that counts. Even the airline sends me a text when a flight is running late. This was not a good service experience.

Have You Recognized Your Company’s “Moments of Truth?”

Jonathan Farrington

Today I want to discuss one of my most favourite topics – customer retention – because believe me, it is set to become the differentiator between success and failure for most commercial organizations. So what is the value of good customer service?

Why Customer Experience Should Be Top of Mind for Sales Leaders

No More Cold Calling

This lackluster customer experience was in stark contrast to my recent experience flying with Delta. Usually, major airlines treat you like a number—unless you’ve flown zillions of miles with them—but this time, they made me feel like a real person. Have customers really changed?

Time to Move Beyond Increase Sales to a Highly Engaged Sales Culture

Increase Sales

Then what happens is other aspects of the business are ignored such as excellent customer service to just every day good business ethics (positive core values). A survey from Clutch (a B2B research company) targeted 1,000 US consumers and asked them to respond to one of these three questions regarding United Airlines recent negative PR incident: More likely to purchase a United Airlines ticket. Less likely to purchase a United Airlines ticket.

Keys to Improved Sales Performance - Part 4 of 4

Understanding the Sales Force

United Airlines Uses Customer Service This Way to Impact Sales. Understanding the Sales Force by Dave Kurlan This is the third in a four-part series that will run this week. See Part 1 here. See Part 2 here. See Part 3 here.

Jonathan Farrington's Blog ? The Value of Service & Those.

Jonathan Farrington

The Value of Service & Those “Moments of Truth” Published by Jonathan Farrington at 12:39 pm under General. Looking around, it’s easy to see how many companies have developed customer service strategies using the telephone. serviced offices.

Hits and Misses from Road

Engage Selling

Traveling is great way to observe the best and the worst in sales and customer service. Hits: Air Canada Super Elite Concierge Service. Porter Airlines yummy snacks and wine for the flight home. Porter Airlines same day flight changes at the airport for no cost. Fun “feels like home” atmosphere and great service. Misses: Hilton Niagara serving powdered eggs to their guests on room service orders.

Collaboration for Mid-Market Sales Growth

Score More Sales

Many of the same ideas are rehashed daily within sales and customer service – and in accounting and operations. Think airline industry after 9/11. Imagine being around the same people and ideas every day.

Sentiment Analysis: A Primer for B2B Marketers

Zoominfo

You may think you know the answer to this question – your products sell well, you’ve gotten some great customer feedback, and your social media posts garner strong engagement. The goal of this tactic is to leverage the sentiments of customers to improve your marketing strategy.

What Air Crash Investigations Didn't Tell You About QF32 (Airbus A380)

Tony Hughes

This is an unlikely but true story about iconic brands being protected by an amazing airline captain , the power of social media, and how to create customer-centric culture. Link to my full white paper: Everyone Represents the Brand - How to Create a Customer Centric Culture.

Customer Success

Engage Selling

Here’s the big fact: 98% of all dissatisfied customers were not dissatisfied because of a quality problem with the product or service purchased. Note that I said the customers “perception of how they were treated” – not how they were treated. It means that in some, maybe many of those cases, the employees involved actually treated the customers fairly, courteously and tried to do the best they could. A recent example is the airline industry.

Insights on Outbound Conference in Atlanta

Pointclear

Here is what I learned: Jeb Blount – Jeb is the bestselling author of eight books, including " Fanatical Prospecting " , and among the world’s most respected thought leaders on sales, leadership, and customer experience. I travel a ton, and the Southwest Airlines 737 feels like my personal Sales Force One.” Sales is NOT customer service.”. On April 13, 2017, I attended the #OutBound conference in Atlanta, GA.

Customer Success

Engage Selling

Here’s the big fact: 98% of all dissatisfied customers were not dissatisfied because of a quality problem with the product or service purchased. Note that I said the customers “perception of how they were treated” – not how they were treated. It means that in some, maybe many of those cases, the employees involved actually treated the customers fairly, courteously and tried to do the best they could. A recent example is the airline industry.

14 Pro Tips for Running a Successful Business

Hubspot Sales

According to research, though, there are a few that are more common than others : No need : A great service or product will get you nowhere if there's zero need for it. Pricing : If your prices are too high and you limit your customer base. Where are your customers?

How Do You Use Your Downtime?

Partners in Excellence

” Those few minutes waiting to see the customer. All that time traveling to and from the customer, all the spaces between those activities we have on our agendas. Do we have clear objectives and goals for the call and do these create value for the customer? I may check use my phone or tablet to look at the latest updates or news about the customer I’m calling on. Sales people always seem to be busy and on the “go.”

Film 88

Jonathan Farrington's Blog ? How to Delight Customers ? The ?What.

Jonathan Farrington

How to Delight Customers – The “What” and the “How”. The most successful; the most profitable; the “best to work for” companies on the planet, have an excellent customer care/service program in place ”. Customer service is no longer just a question of interpersonal skills.

[Part 3] Execute on Account-based Marketing: Value Selling to Stakeholders at Key Accounts

LeveragePoint

Good Value Propositions provide the 3 key ingredients of ABM for differentiated solutions by being helpful, specific and relevant , but the best Value Propositions for ABS are also robust to the challenges of live sales interactions with sophisticated customers.