ShepHyken
OCTOBER 31, 2023
But if the company leaders know how much they can give away without losing money and incorporate it into a competitive price, they may have a value proposition that gets and keeps customers. Southwest Airlines is the perfect example of this. It markets the heck out of Two Bags Fly Free®. Connect with Shep on LinkedIn.
ShepHyken
AUGUST 18, 2021
If I had to book a flight on an airline, why would I choose one over another? Most airlines, at least the major carriers, are close in price and offer similar frequent flier programs, so let’s take those out of the decision process. That leaves airline schedules, seat availability, etc. So, how well do you know your customers?
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ShepHyken
FEBRUARY 13, 2024
Whether the customer drives a $25,000 Ford or a $250,000 Ferrari, if they are treated poorly, they aren’t coming back. Regardless of what store you go to, what hotel you stay at, what airline you fly, and what car dealership you do business with, it’s not about the grandeur or the glamour. It’s about how businesses make us feel.
ShepHyken
JANUARY 10, 2024
It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. Because it’s a different airline, it takes an extra couple of steps, and she didn’t want to do it.” Yes, the second agent took great care of me. I booked an international trip for a speaking engagement. What was it?
ShepHyken
NOVEMBER 21, 2023
This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. But, in the airline business, two minutes is a big deal. Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better.
ShepHyken
AUGUST 3, 2022
No employee should be treated poorly by customers. . The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Have a recording that directs the customers with lost luggage to call the airline they used.
ShepHyken
AUGUST 17, 2022
Carlzon was president of Scandinavian Airlines, and he used this concept to turn a sub-par airline into one of the most admired airlines in the industry. He had plenty of examples of how various interactions passengers had with the airline’s employees created an experience that made them want to return and do business again.
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