I recently undertook one of my crazy “fly-around-everywhere” weekends, which took hubbie and me to six countries on ten planes with four airlines. You might think I’m crazy to spend precious leisure time on flights and in airports (on that, I couldn’t possibly comment), but from a CX (customer experience) perspective, there’s a lot of… Continue reading The loyalty quandary faced by airlines
When talking about customer experience, bringing the story to life with real world examples is a really useful way to help people “get” what you are trying to achieve. It’s not always easy to do in a public forum such as a blog – I need to be mindful of individual’s privacy and customer reputations,… Continue reading 3 examples of when above & beyond service drives loyalty
So you reckon you’d rather like to earn status with your preferred airline to get priority security and boarding, unlimited lounge access, complimentary champagne, and a shiny metallic card to allow you to sashay past other passengers? This week, I’m offering a crash course in attaining status and building your frequent flyer habit! Don’t go… Continue reading Tier Point Runs for beginners
As most readers know, my “hobby” revolves around airports, airlines, business lounges and planes. So I was looking forward to the latest results from Skytrax, who produce an annual ranking system, based on approximately 20,000,000 customer reviews. Here’s three observations I made from the 2017 Skytrax results: Customer satisfaction comes from delivering the right experience… Continue reading Customer satisfaction versus profits – an aviation perspective
I’ve just booked my 4th weekend break for 2018. What, you haven’t even organised your summer holiday yet? You do realise you’ll be paying through the nose for that week in the sun? Friends and colleagues marvel at how often my husband and I go on holiday, enjoying priority security lanes, sipping champagne in first… Continue reading 5 secrets of an elite frequent flyer
On return from a recent holiday, I was fortunate enough to be in my favourite seat on my favourite plane – American Airlines flight AA100 from New York JFK to London Heathrow. Not for the first time, I’ve chosen a specific route home to incorporate this flight, and once again, it was a great experience. Next… Continue reading Why flight AA100 is the place I feel most at home
Last weekend, I flew out to discover the Rock of Gibraltar, and for an airline geek, landing on such a unique runway (between a mountain and the sea) was very exciting! I know, I know, I love flying – the plane, the crew, the airport – the whole lot combines to create a great experience. With… Continue reading Can a regulated industry create a great customer experience?