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Experience This!

Sep 24, 2019

Learn about one of the biggest annoyances in air travel, treating your most loyal customers poorly, and the importance of learning all you can about your customers.

Bite-Sized Delight From the Episode:
• Consider How You’re Treating Your “Middle Seat” - on airlines, the middle seat is the worst customer experience. How are you using creativity and technology to enhance the “middle seat” experience in your business?
• Expiring Customer Loyalty Rewards Doesn't Feel Very Loyal to the Customer - are your loyalty programs governed by archaic, non-customer-centric rules? If so, does that feel like loyalty to your customers?
• Does Your Organization Apply “Customer Understanding" - learn how to use listening, characterizing, and empathizing to build customer experience

Start the Conversation:
Have we fully explored the role bots play in our customer interactions?

Are You Looking for Things We Referenced?
"Airlines are Finally Fixing the Middle Seat" - by Mark Wilson, featured at

When Loyalty Rewards Expire, So Does a Customer’s Loyalty” - by Dan Gingiss, featured

Customer Understanding - by Annette Franz

Get more resources and the full show notes at See you next week!