The Customer Experience
But, there are exceptions that prove it doesn’t have to be that way. If you’ve flown Virgin America, you’ve probably noticed the planes are cleaner, the flight attendants are nicer and seem happier, you can order food that is edible, the lighting and ambiance inside the aircraft is distinctive, and the overall experience is dramatically better than anything to be had on any of the other large airlines (with the possible exception of Jet Blue).
If you compare airfares, Virgin America is definitely competitive if not less expensive than the major carriers. So how can they afford to deliver a great Customer Experience? It’s their Service Commitment and integral to the Virgin brand and culture.
With the bar for a “good” Customer Experience so low, I’m surprised that other airlines have not taken advantage of the opportunity to differentiate themselves from the rest of the pack.
There is a notion that great Customer Experiences are synonymous with elite services and upscale products (e.g. Mercedes Benz, The Four Seasons Hotels, etc.), but I think that it’s more about authenticity and delivering a great experience, relative to expectations.
When I travel to smaller towns I typically stay in a Comfort Inn / Sleep Inn, or Hampton Inn. No matter the location, I consistently have a great experience at both of these economy hotels.
I think of it like this: Technology + Service + Design = Customer Experience.
What do you think? I’m always delighted to get feedback.
Take care,
Terry
* In 1995, my very clever travel agent was able to upgrade me – for no additional cost – to the Concorde for my return flight from a business trip to Paris. It was an unforgettable experience with impeccable service, remarkable food and wine, chic ambience. And of course, flying at twice the speed of sound is memorable. I kept a journal of the flight and will use it in my next post.
