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

Hubspot Sales

JUNE 3, 2022

When a business gains more customer volume through lower prices, invests in R&D, and gains even more market share because of its new and improved products, competitors will struggle to keep up and may end up going out of business. Once this occurs, it can raise prices, spend less on innovation, and allow its customer service to slide.

Airlines 115

Airlines Lead Rank Margin Competition 115

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 Cold Calling 189

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

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 Policies 114

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

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

Smooth Sale

JULY 12, 2022

The Worst Possible Customer Service. Client Perspective: Should my attempt to contact the person in charge prove fruitless, likely, I will never fly on that airline again. The Better Customer Service for the Return Flight: The Sales Success Ingredient. The message was noted and done.

Airlines 78

Airlines Hiring Hotels Customer Service 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 130

Trends B2B B2C Social Media 130

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

Jonathan Farrington

JULY 12, 2013

In this post, I want to cover just two issues which your company faces in retaining customers: • The true value of exceptional customer service. • Moments of truth. Looking around, it’s easy to see how many companies have developed customer service strategies using the telephone. Bon w/e a tous!

Customer Service 36

Customer Service Oracle Customer Airlines 36

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

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

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

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

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 24

Trends Social Media Marketing Airlines 24

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

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 118

Film Travel Ideal Customer Profile Call-back 118

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 Travel Loyalty Hiring 78

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 Airlines 24

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

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

Lessonly

NOVEMBER 11, 2020

One thing though that I have not learned in my time here and could’ve told you coming into this job is that customer service matters. However, before working here, I had no idea how much it matters or why winning in the future will require great service and support. Here’s why customer service training software matters.

Customer Service 26

Customer Service Software Software Training 26

Sales Hacker Training

MAY 29, 2020

What’s your customer service horror story? The customer service that was so bad, no discount or Black Friday deal could entice you back. According to a report by American Express , more than half of all Americans have scrapped a planned purchase because of bad service. What Is a Customer Satisfaction Crisis?

Customer 89

Customer Social Media Twitter Churn 89

Smooth Sale

JULY 11, 2024

Choose whether you want to provide services for business travel, luxury travel, family-friendly vacations, or adventure packages. Specialization can improve customer service and loyalty by focusing your marketing efforts and developing more profound expertise.

Travel 91

Travel How To Ideal Customer Profile Tourism 91

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

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

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 145

Outsourcing Services Scale Lead Rank Lead Scoring 145

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

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

Jonathan Farrington

MARCH 6, 2012

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. So what is the value of good customer service?

Airlines 36

Airlines Customer Service Promotion Inbound 36

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 Airlines CRM Data 48

Product Management University

FEBRUARY 1, 2017

For example, a spike in oil prices a few years ago prompted a series of fuel conservation and new revenue initiatives for airlines that then dictated spending priorities in engineering, marketing, customer service, and many other operational departments.

Marketing 40

Marketing Airlines Proposal Engineering 40

SugarCRM

FEBRUARY 9, 2021

Travel/Airline: 10% more. Optional utilities, such as cable or cell phone service: 8% to 9% more. Customer experience (CX) is business-critical because it directly impacts the sales, revenue, and profit your business generates. Here’s what better experiences will net you in various industries : Hotel/hospitality: 14% more.

Ideal Customer Profile 49

Ideal Customer Profile SugarCRM Customer How To 49

SugarCRM

MARCH 6, 2020

How to Deliver Outstanding Customer Experiences in the Digital Age. One of the speakers we’re most excited about is Alex Hunter, the customer loyalty expert who was once part of the team that founded award-winning airline Virgin America.

SugarCRM 47

SugarCRM Customer Airlines Scale 47

A Sales Guy

APRIL 25, 2012

The bait and switch is when a company advertises a particular product at a particular price, then when the customer shows up to buy, they don’t have the product at that price. As far as I know, the “bait and switch” is against the law in all 50 states, so how United gets away with it is beyond me.

Travel 114

Travel Guarantee Advertising Advertising 114