Uplifting Service - Blog

Flying is the Business of Freedom

By

Please post your comments here. Flying is the business of freedom. I’m in Geneva today, speaking with 200+ global team members in the IATA Management Meeting. We are focusing on improving service worldwide with airlines, […]

Read More

How to create loyal customers and brand evangelists in the travel and hospitality industry

By

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of […]

Read More

Service Attitude Builds Loyalty (Never Mind the Mosquitoes)

By

Our weekend was certainly memorable, but it was not what I expected. We did stay in a bungalow right on the beach, but it was a stuffy room with bird-size mosquitoes and a bathroom that emitted a rare and unpleasant seafood smell. The food was tasty, but the service was by no means speedy. All of this might sound like a recipe for a terrible weekend, but somehow it wasn’t. The kindness and obvious effort put forth by the staff made it easier to overlook the resort’s shortcomings. We were always greeted with smiles and addressed by name. On our last night, the cook re-opened his kitchen just so we could try a special local dessert. It was so evident that everyone genuinely wanted to please us.

Read More

Should a low-cost airline be tagged with "service"?

By

A recent article in Businessweek caught my eye. Titled “Most-hated airline is also the most profitable”, the author states, “…the low-cost model rightly treats airfare as a utility. There really does not need to be a service component attached to consuming airfare.”

I believe this point of view incorrect. There IS a service component in airfare…and in every other form of service or product delivered throughout the world.

Let’s explore this together.

Read More

5 Stealth Ways to Make Air Travel More Fun

By

This article was published by Chester Elton on LinkedIn. I have flown millions of miles on several airlines, which means some weeks I spend more time in the air than on the ground. While most […]

Read More

Customer Experience Update
Contact Us

Thank You For Sharing This Page



Share By Email To:

Your Message:

CAPTCHA Image Change image

Enter the CAPTCHA code.

Share with more people?