Zoominfo

FEBRUARY 17, 2020

The first customer sends a polite email that seeks clarification about an issue they’re having, while the second customer expresses significant frustration about the same problem. From a customer service perspective, you may approach these two customers with the same solution.

Analysis 130

Analysis B2B Airlines Marketing 130

Zoominfo

AUGUST 29, 2018

The first customer sends a polite email that seeks clarification about an issue they’re having, while the second customer expresses significant frustration about the same problem. From a customer service perspective, you may approach these two customers with the same solution.

Analysis 176

Analysis B2B Airlines Marketing 176

Understanding the Sales Force

SEPTEMBER 5, 2014

United Airlines Uses Customer Service This Way to Impact Sales. Why You Must Understand This about Desire for Sales Success. Does Efficiency or DNA Help to Increase Sales? My Top 21 Keys to Help Your Sales Force Dominate Today. Fine Tune Your Sales Force as You Optimize Your Computer.

Airlines 180

Airlines Sales Leadership Channels Customer Service 180

Smooth Sale

JULY 7, 2023

Lack of Consistency : Baggage Checking We planned to carry our luggage onto the plane of a major airline upon leaving for our destination. But on the way back with the same airline, the experiences were different, and the fee was considerable. Inconsistency only works well in frustrating both the employees and the clientele.

Airlines 78

Airlines Loyalty Travel Hiring 78

Hubspot Sales

APRIL 6, 2023

Customer service tools: Customer service tools make sure your customers feel like their needs are tended to every step of the purchase process. For example, United Airlines has gone headless with React Progressive Web App, providing customers a seamless booking experience across different channels.

Trends 99

Trends B2B B2C Social Media 99

A Sales Guy

APRIL 10, 2017

Look sometimes “rules” and “regulations” blind us to the most obvious and simple solution and this was the case for United Airlines this weekend. In an effort to maximize bookings and make sure flights are full, airlines commonly overbook anticipating people don’t show, miss their connections, etc.

Airlines 114

Airlines Travel Face-to-face Social Media 114

Apptivo

AUGUST 16, 2023

Flight Delay prediction Airlines use predictive analytics to anticipate probable flight delays in real-time settings. Airlines may proactively educate passengers and optimize their operations to minimize interruptions and improve overall efficiency by analyzing up-to-date flight data, current weather conditions, and other pertinent factors.

Analytics 52

Analytics CRM Lead Rank Airlines 52

Engage Selling

JANUARY 10, 2019

Every week I’m asked about travel tips, recommended hotels, airlines, and locations. Are you a sales road warrior? And so, rather than keep my conversations private this year, I’ve decided to write short blog posts designed to help road warriors … Read More »

Travel 67

Travel Airlines Hotels Conversion 67

Score More Sales

JUNE 25, 2014

Many of the same ideas are rehashed daily within sales and customer service – and in accounting and operations. Think airline industry after 9/11. You really don’t have to imagine – because it is a reality for most entrepreneurs growing companies. Blurred Lines. How can this impact sales? When will you start?

Marketing 217

Marketing Airlines Ideal Customer Profile Construction 217

Engage Selling

MAY 31, 2013

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 yummy snacks and wine for the flight home. Porter Airlines restrictive carry on baggage policies.

Airlines 64

Airlines Hotels Construction Policies 64

Nutshell

JANUARY 30, 2023

Contact management is storing and organizing leads’ and customers’ contact details, behaviors, and interactions with your business. An essential tool for growing your business, it helps you share customer data across your company. You call your airline after its system can’t process your transaction.

Ideal Customer Profile 48

Ideal Customer Profile CRM Airlines Data 48

Understanding the Sales Force

JUNE 26, 2014

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. Yes, they sold me, for a second straight time, that flying United is not a good experience, their people don''t care, putting their own needs first, ahead of their customers.

Airlines 204

Airlines Customer Service Customer Cancellation 204

Tony Hughes

FEBRUARY 28, 2018

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. The largest passenger airliner in the world was severely degraded and had probably lost 50% of system networks and 65% of the aircraft’s roll control.

Airlines 54

Airlines Engineering Transportation Call-back 54

Engage Selling

APRIL 23, 2013

Remember, to the customer you are your company. A recent example is the airline industry. Everybody loves to criticize the airlines, and the industry’s complaints from passengers have skyrocketed recently. She, her counterparts and the flight attendants are the airline to the passenger.

Airlines 78

Airlines Customer Face-to-face Salary 78

Lessonly

NOVEMBER 10, 2021

There is no greater place to witness customer service do’s and don’ts. As one of the newer Lessonly by Seismic employees, I’ve been paying a little more attention to customer service experiences than I had in the past—even while sipping my Starbucks latte during a long layover. Number one? Number two?

Training 26

Training Customer Service Airlines Exact 26

Engage Selling

JANUARY 31, 2017

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. Air Canada and America are my preferred choices … Read More »

Travel 48

Travel Airlines Customer Service Up-Sell 48

Engage Selling

APRIL 23, 2013

Remember, to the customer you are your company. A recent example is the airline industry. Everybody loves to criticize the airlines, and the industry’s complaints from passengers have skyrocketed recently. She, her counterparts and the flight attendants are the airline to the passenger.

Airlines 67

Airlines Customer Face-to-face Salary 67

Smooth Sale

DECEMBER 18, 2018

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. I began to apply the lesson to every undertaking both professional and social, including attending and hosting parties. In the spirit of the upcoming holidays, enjoy the following stories!

Airlines 60

Airlines Loyalty Hiring Commission 60

John Barrows

OCTOBER 14, 2019

When you are getting ready to call the airline for example and get the automated bot on the phone. With higher level stuff, the human is worth more than any other way of dealing with a situation in sales or customer service. How annoying is that? If the FAQs on a website don’t help you but there’s no support.

Scale 77

Scale Airlines Social Media Sales 77

Pointclear

APRIL 19, 2017

I travel a ton, and the Southwest Airlines 737 feels like my personal Sales Force One.” Sales is NOT customer service.”. The longer I do this the more convinced I am that those who tell us sales is complicated are either confused themselves or using complexity as a smokescreen to hide their lame efforts and poor results.”

Conference 124

Conference Outbound Social Media PointClear 124

Jonathan Farrington

FEBRUARY 16, 2014

So what is the value of good customer service? It increases spend, loyalty, reduces cost, promotes your company through positive word of mouth, differentiates you from your competition and can help you charge premium prices for your products and services. General Customer Care Customer Retention Customer Service'

Airlines 45

Airlines Retention Cancellation Customer Service 45

Leading Results Rambings

NOVEMBER 26, 2013

Even the airline sends me a text when a flight is running late. This was not a good service experience. Customer Service Marketing Testimonials Eric Moskowitz DMD experience economy Great Customer experience Service economy' They have my cell phone and email. They know they are running late.

Cost per Acquisition 71

Cost per Acquisition Airlines Call-back Sports 71

SugarCRM

SEPTEMBER 6, 2019

The UnSeller isn’t just a customer experience expert. He’s the go-to guru for thousands of marketers, sales reps and customer service employees around the world. The problem of relationship erosion is even worse when it comes to products and services that are really hard to change.

Customer 28

Customer Customer Service Churn Airlines 28

SugarCRM

SEPTEMBER 6, 2019

The UnSeller isn’t just a customer experience expert. He’s the go-to guru for thousands of marketers, sales reps and customer service employees around the world. The problem of relationship erosion is even worse when it comes to products and services that are really hard to change.

Customer 28

Customer Customer Service Churn Airlines 28

A Sales Guy

SEPTEMBER 14, 2015

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. In many cases, it just pisses us off more.

Airlines 60

Airlines Travel Exact Customer 60

A Sales Guy

SEPTEMBER 14, 2015

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. In many cases, it just pisses us off more.

Airlines 60

Airlines Travel Exact Customer 60

A Sales Guy

APRIL 6, 2012

I had a brutal experience with United Airlines earlier this week. I was at the Selling Power Sales 2.0 Conference and had meetings later in the day. I wanted to see how much it would cost to switch flights home. My original flight was around 11:30 a.m. I called United around 9:30 a.m.

Airlines 116

Airlines Conference Customer Sales 116

SugarCRM

APRIL 23, 2021

What do companies like Trader Joe’s, Southwest Airlines, and Zappos have in common? They’re all known for delivering excellent customer service. No matter how good a company is at controlling costs, hiring talented employees, and developing innovative products, few brands succeed without putting customers first.

SugarCRM 36

SugarCRM Customer Service Customer Inbound 36

SugarCRM

AUGUST 24, 2021

First, we’ll want an understanding of what exactly customer experience is and how it’s different from the concept of customer service that it has largely replaced. Customer Experience: The Key to Success in the New Marketplace. Involve Your Whole Team.

Customer Service 49

Customer Service Customer Airlines Churn 49

SMEI

DECEMBER 20, 2022

There are many companies that use social media to respond to customer inquiries and complaints. Here are a few examples: Zappos: Zappos, an online shoe and clothing retailer, is known for their excellent customer service, including on social media.

Trends 25

Trends Social Media Marketing Airlines 25

No More Cold Calling

APRIL 18, 2019

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. It was my first Delta flight in recent years. Most travelers are rushed and harried.

Airlines 332

Airlines Customer Referrals SalesForce 332

Hubspot Sales

MARCH 15, 2019

There's a reason why airlines instruct us to place our own oxygen mask on before helping others: if we don't take care of ourselves, we can't take care of someone else. They include product, price, place, promotion, people, process, physical evidence, and performance.

Outsourcing Services 144

Outsourcing Services Scale Lead Rank Lead Scoring 144

SugarCRM

AUGUST 6, 2019

After all, employees are permitted to spend up to $2,000 to fix or improve a customer’s experience before calling on a manager. Not the customer service team. It’s how the company has leaned on customer service to build the brand, and why its employees have become so enviably amazing at anticipating needs.

Customer Service 24

Customer Service Customer SugarCRM Social Media 24

Partners in Excellence

SEPTEMBER 5, 2012

Many sales people I meet check their customer service records, has the customer called recently, have they had any issues? I’ll carry a bag of trade magazines with me, skimming them to catch up with what’s going on with my customers. Have they, or their competitors, made any significant announcements?

Film 91

Film Travel Ideal Customer Profile Call-back 91

MTD Sales Training

JANUARY 27, 2017

If the airline counter agent tells you that you must pay extra for your heavy bag, don’t get angry at the agent! Your beef is with the airline’s policy (and possibly your failure to read the fine print). Assertive people mare not afraid to ask, but they also pick their battles. Don’t misdirect your frustration.

Airlines 133

Airlines Policies Negotiation Insurance 133

Jonathan Farrington

OCTOBER 17, 2011

To be outstanding, organizations must deliver excellence in both material and personal service. Customer service is no longer just a question of interpersonal skills. He then set his senior managers the task of improving each of these by just 1%, resulting in a substantial increase in service!

Customer 37

Customer Airlines How To Follow-up 37

No More Cold Calling

SEPTEMBER 6, 2019

We complain about consumer experiences all the time—the phone company that lies about your mobile phone charges, the gas company that puts unknown charges on your bill, your internet provider that no one likes because they make promises and never deliver, and the airlines. That’s why a referral culture leads to a stellar customer experience.

Referrals 189

Referrals Customer How To Airlines 189