Flying is about getting from Point A to Point B
In the 1970s, the airline industry was getting commoditized. Everyone had similar planes, the food was awful in most cases, and airline companies provided high levels of service only to business or first class passengers.
Sounds like an industry on its way down or an opportunity for someone to shatter the status-quo? (more…)
Food for Thought: Customer Service Still Matters
Most of us believe that when the economy is down, people will just choose the lowest-priced product. Is this really true?
A recent Customer Experience Impact study* in the U.S revealed two interesting facts. One, even in a dull economy, 58% of American customers were willing to pay more for better experience. Two, as a factor in recommending a company, outstanding customer service was important to 58% of the respondents – more than the number who plumbed for low price or quality!
Cost-Cutting, the Magic Word. Or Not?
As the recession grows and business slows, are you tempted to look at cost-cutting as the solution to all your problems? No doubt, keeping costs on a tight rein will help you maintain some profitability. But while such steps will be necessary, are they sufficient to grow your business? Mostly not, and here’s why. (more…)
