“Process + People”
A low-cost airline ranked among the highest in customer satisfaction, says a survey being released Thursday.
The study finds that 'process' factors, such as check-in, how passengers board the plane and how baggage is delivered at the destination; and 'people' factors, such as hiring the right people and training and enabling them to be successful, are what differentiate carriers in the eyes of passengers.
“Catering to Unexpressed Wishes”
A premium hotelier throughout the Asia Pacific region prides itself on inventing ‘on behalf of the customer’. I.e., if a guest desires a romantic evening, the Intimate Moments package caters to the guests’ unknown whims. While at dinner, the hotel will decorate the guest’s room with 50 candles, draw a bath, set out massage oils, and even provide massage instruction, if desired. Did guests say, ‘I want an Intimate Moments Package and I want it to look like this?’ No…the hotel was one step ahead and imagined it for them.
“Winning by a Hair”
A customer complained about the quality of combs in this hotel’s rooms. The concierge apologized, asked what kind would meet his satisfaction, and ensured him that the hotel would do its best to address his concerns in the future. The guest returned a few weeks later, found a selection of high-quality combs in his room, and left a note for the concierge that said, ‘Thanks for the combs. Much better. See you in a few weeks.’ His business requires a great deal of travel; he is now one of the hotel’s most frequent patrons, bringing in tens of thousands of dollars in annually recurring business.
“Going Beyond What’s Requested”
An on-line travel site unveils a new edition of its site every six weeks. Such upgrades have introduced visitors to a slew of killer apps. One feature sends a message to your pager an hour before your flight, complete with gate information and updates on any delays or cancellations. Another feature downloads an itinerary to your desktop-calendar program or to your PDA. Perhaps most impressive, there’s an automated upgrade feature that works with lightning speed to bump you from coach to business class – and all you have to do is sign up for the service. The company describes these innovations as “trying to give some control back to the traveler. We not only listen to what customers ask for; we think about features that they wouldn’t know to ask for.
