Focusing on the customer experience and creating customer value should be top priority for any company servicing customer
When customer service is the key focus the customers will be happier and the employees will be more motivated which in turn results in increased customer loyalty, higher retainment of key personell, lower staff turnover, improved brand equity, a better image, free word-of-mouth recommendations, business success and a better experience for everyone.
Here follows a customer complaint letter from someone that did not have a great customer experience.
Dear LIAT,
May I say how considerate it is of you to enable your passengers such an in-depth and thorough tour of the Caribbean.
Most other airlines I have travelled on would simply wish to take me from point A to B in rather a hurry. I was intrigued that we were allowed to stop at not a lowly one or two but a magnificent six airports yesterday. And who wants to fly on the same airplane the entire time? We got to change and refuel every step of the way!
I particularly enjoyed sampling the security scanners at each and every airport. I find it preposterous that people imagine them all to be the same. And as for being patted down by a variety of islanders, well, I feel as if I’ve been hugged by most of the Caribbean already.
I also found it unique that this was all done on “island time,” because I do like to have time to absorb the atmosphere of the various departure lounges.
As for our arrival, well, who wants to have to take a ferry at the end of all that flying anyway? I’m glad the boat was long gone by the time we arrived into Tortola last night — and that all those noisy bars and restaurants were closed.
So thank you, LIAT. I now truly understand why you are “The Caribbean Airline.”
P.S. Keep the bag. I never liked it anyway.
Source:the BVI Beacon
Thanks to RIchard Branson for sharing this article on his blog
Strategic Vision 