Posts tagged customer service
In this day and age, is it unreasonable to expect companies to have an appropriate response for age old customer experience problems?

The airline industry is a highly competitive one. Technology, hand in hand with a human touch, will deliver better experiences for customers.  The challenge is in the alignment of the culture, processes, systems and capability of the organisation, with the needs of customers in a way that employees are empowered and engaged to deliver. That goes for at any point in their customer experience, but is even more of a priority in times or disruption.

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How to align your customer promise with your company culture

To be powerhouses in customer service, organisations need to explore how well positioned they are to deliver on their key customer drivers - in other words how aligned the needs and dreams of their customers are with the culture and capability of their company, now and in the future.

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