Tag: customer experience

Leadership

Good Leadership

I found this note and a bottle of perfume in my hotel room, given as a gift by the housekeeper, one with whom I had a short interaction. I don’t know if this was something that he did on his own or was asked to do this as part of a process. Irrespective of that, I felt good. I wrote a thank you note, told the cashier when I was checking out, shared this story with at least 10 of my colleagues and now I am sharing it here. If this was a personal initiative of Kunal, it shows that […]

Creativity, Ideas, Innovation, Leadership

How could SouthWest Airlines spend A Billion Dollars for IT Modernisation

One of the biggest news story this last Christmas season was the cascading effect of flights being cancelled by Southwest Airlines. According to their SEC filing, they had to cancel more than 16700 flights over the holiday period in December, costing them an estimated $725million-$825 million. The reason for this cascading effect was a perfect storm of outdated technology, a natural storm and their very own business model (point to point service instead of the hub and spoke model that almost all the other airlines follow). In a recent press release, their CEO Bob Jordan shared the following: We are currently […]

Customer Engagement

Great Customer Experience is not Just the Responsibility of the Brands

Yesterday, I went to a unisex salon for a grooming session. I was attended by a young stylist. I started to engage him in a conversation. I asked his name (Sohail) and the place from where he came from (Chandigarh).  I asked him about how long he was in Bangalore, how did he end up here in Bangalore. He said how his uncle had come to Bangalore in search of work and he got him a job at this salon (owned by someone in Delhi). Apart from the salary he was drawing, he also had a paid accommodation provided by […]

Customer Engagement, Marketing

Customer Engagement: Ideas for Airlines to Improve Customer Engagement

The airline industry has been notoriously infamous about the poor customer experience and engagement. This has also played a big part on the overall profitability of the industry. The only airlines that are making profits are the one’s that have some semblance of good customer experience going. If you take flights for work on a regular basis, you will agree that we spend enormous amounts of time reaching the airport, at the airport (both at the destination & the origin), on-board the aircraft and the drive away from the airports. So, I thought what could the airlines do to help […]