Forum Posts

Sohel Chowdhury
Jul 13, 2022
In Welcome to the Forum
CCO: You run a very complex operation – one that includes customer service, promotions, and content delivery. Tell us about the process and systems you have in place. Stinson: When I started, it was just me doing customer service, community management, and strategy. Since then, we have invested in developing our customer service and associated phone number list social processes. I now have a counterpart on our customer service team who is the phone number list social customer service manager, and he hires agents who engage in channels. For example, we implemented an integrated campaign across all of Priceline.com, including email, TV and web this summer. We promoted our feature called Tonight Only (meaning customers can book a hotel on the phone number list same night). We had done surveys and knew why people were booking last minute, so we took that information and turned it into content to promote Tonight Only. It was engaging content that was more focused on why people book last minute rather than deals. We want to highlight what the phone number list deals mean to our customers - what they are able to do or where they can go because they saved money with Priceline. CCO: A lot of brands, when responding to negative reviews online, seem very scripted. I noticed that Priceline does a good job of personalizing responses. Tell me about how you handle this – and balance the need for consistency with the desire to appear human. Stinson: It's a core value for Priceline: we need to be as customizable as possible. We take complaints as opportunities to show that we offer help and care - that we are here for you. It's a human sitting on the phone number list other end of the computer, trying to help you with your unique situation. It's a process that's evolving as we grow our team. Of course, it has to be scripted phone number list to some degree because there's information we need to relay, but we never want to copy paste. Our team should be as friendly and empathetic as possible when communicating with our customers. CCO: Social media can get negative. How do you help your team fight fires all day, keep them engaged, and avoid burnout? Stinson:It's definitely a challenge, especially on Twitter. People are much more likely to complain than they are to talk about the phone number list great experiences they have had. First, we try to highlight satisfied customers. We get a lot of comments like, “Thank you so much phone number list for your help. You have restored my faith. We highlight them as much as possible. We offer bonuses to agents who are praised online or by email. I also tell people to remember that it's not personal. Travel invokes a lot of passion - both good and bad. Sometimes you have to step away from the phone number list computer to take a break. You also need to take time off and take vacations. I had to cause me to unplug when I'm on vacation because it's too easy to check the stream. You need to know when to part ways and not take ownership phone number list of each other's problems.
Go Behind the Scenes of Priceline's Phone Number List Social Media content media
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Sohel Chowdhury

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