A tale of two airlines: Customer experience lessons from Air Asia & Kingfisher Airlines
Customer experience expert Shaun Smith examines two similar airlines that are experiencing two very different sets of financial results.
What's the biggest obstacle to implementing customer experience successfully?
Kingfisher Airlines CEO, Vijay Mallya, took a different approach by betting on a five-star service model that went way beyond what any other airline offered. However, this required the market to grow steadily and remain relatively price-insensitive. Kingfisher got off a great start and gained plaudits for its quality product and excellent service experienced by what it calls its ‘guests’. Its cost base was high but it survived by targeting the top of the market.
1. Don't gold plate your customer experience
2. Treat your customer experience and employee experience as one and the same
3. Be clear about what you stand for and stick to it
4. Take a holistic view of the business
Shaun has been a leader in expanding management attention from the narrow focus on customer
service to the wider, more strategic drive towards customer experience. He is the founder of Smith+co
the leading UK based customer experience consultancy. He is co-author of five acclaimed business
books, his most recent being, ‘On...