Ensuring a smooth journey
In the competitive airline business, the job of satisfying customers starts long before they board the plane.
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INCREASING competition, coupled with the spread of mobile devices and the rise of social media, has made the job of satisfying customers a particularly challenging one for airlines.
The growing use of tools such as Facebook and Twitter means that customers can share poor experiences quickly and widely, whether it's a tardy response to a complaint or a delayed flight. For instance, a YouTube video started by musician Dave Carroll after his guitar was damaged during transit by United Airlines wiped 10 per cent off the company's share price.
As a result, many carriers are pushing customer experience to the top of their to-do-lists. However, a customer's perception of an airline's service level starts way before he or she even sets foot on the plane.
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