Articles tagged “customer service”

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Redefining the Guest Experience with Better Hotel Technology

Redefining the Guest Experience with Better Hotel Technology

Cenium + Skift

Hotels are looking at the guest experience and the offerings available in more sophisticated ways than ever before. However, the current technologies that these services are based upon limit the hotel’s ability to provide the guest with a seamless journey.

2 months ago

Mall Operator Westfield Emulates Luxury Hotels for New Service Style

Mall Operator Westfield Emulates Luxury Hotels for New Service Style

Samantha Shankman, Skift

It is difficult to distill years of nuanced luxury training down into a single program, but Westfield's eagerness to look to luxury hospitality is a sign that it is headed in the right direction.

3 months ago

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From Baby Boomers to Millennials: Why Travel Companies Need to Tailor Their Customer Support

From Baby Boomers to Millennials: Why Travel Companies Need to Tailor Their Customer Support

[24]7 + Skift

Travel providers should pay attention to the preferences in communication of different generations in order to provide optimal customer support to every customer. Download this free report to learn more!

3 months ago

Delta Air Lines Will Take Some Customer Service Calls via Video Chat

Delta Air Lines Will Take Some Customer Service Calls via Video Chat

Brian Sumers, Skift

Yes, Americans do make video calls in their everyday lives. But they make them using machines they own. Do airline passengers want to resolve issues by using one of five kiosks in an airport terminal? Perhaps some do, but we're betting many will find the phone just as useful. This seems like it would have a been a novel announcement in 2009.

3 months ago

Hawaiian Airlines Is Handling Customer Service Inquiries Via Text Message

Hawaiian Airlines Is Handling Customer Service Inquiries Via Text Message

Brian Sumers, Skift

In the not too distant future, we expect bots will be sophisticated enough to handle almost all customer service inquires sent via text message. But we're not there yet, so it's refreshing Hawaiian Airlines is going with an all-human approach.

4 months ago

Ryanair Is Inviting Passengers to Complain Via App

Ryanair Is Inviting Passengers to Complain Via App

Benjamin Katz, Bloomberg

It's one thing to invite annoyed customers to share their grievances. More important is what Ryanair does to address those complaints.

2 years ago

Hyatt Tests Facebook Messenger as a Customer Service Channel

Hyatt Tests Facebook Messenger as a Customer Service Channel

Alexandra E. Petri, Skift

Hyatt is an early adopter of a new form of customer service for hotels: using Facebook Messenger to connect with guests, because in today's world, the key to being relevant is engaging with consumers on the platforms they are using.

2 years ago

KLM’s In-House Expert on the Benefits of Social Media Customer Service

KLM’s In-House Expert on the Benefits of Social Media Customer Service

Joyce Manalo, Skift

Yes, KLM is on a league of its own by being able to leverage all the social care interactions into offers and purchases, but it's still working hard to integrate all its reservation systems, customer database, and social media interactions.

2 years ago

Airbnb Uses How-To Videos to Connect With Asia-Pacific Travelers and Hosts

Airbnb Uses How-To Videos to Connect With Asia-Pacific Travelers and Hosts

Joyce Manalo, Skift

How-to videos inform and build brand awareness. If executed well, viewers will be moved to share them, which adds value by generating earned media.

2 years ago

United’s Image Takes Another Hit as Stranded Passengers Stay in Military Barracks

United’s Image Takes Another Hit as Stranded Passengers Stay in Military Barracks

Michael Sasso and Lauren Thomas, Bloomberg

Airline consultant Jay Sorensen of IdeaWorksCompany is no airline basher. When he says United's latest customer service blunder suggests a paucity of "human culture," then you know the depths of the customer service issues at the airline.

2 years ago

KLM Brings 24/7 Facebook Customer Service to the U.S.

KLM Brings 24/7 Facebook Customer Service to the U.S.

Joyce Manalo, Skift

Travel brands need to reassess their social care effort to see if there's enough attention being paid to customers on Facebook.

2 years ago

United Airlines Puts Its Top Lawyer in Charge of Customer Service

United Airlines Puts Its Top Lawyer in Charge of Customer Service

Adam Pasick, Quartz

Will United answer customer service complaints with gag orders? We wouldn't put it past them.

3 years ago