By: Kurt Hunter
The customer/user experience was fantastic:
– Upgraded, without request, to a seat with more legroom when I checked my baggage. The associate said, “You are pretty tall – how about a seat with more legroom?” Okay….what’s the catch?
– Greeted by a well-dressed associate who bowed and said, “Good morning” …..with a genuine smile (gasp) as I boarded the plane – where am I?
– A package containing a pillow, blanket, and headphones were waiting at my seat – how much extra is this going to cost?
– Received a hot towel to moisten my face and hands when we reached cruising altitude
– Two bottles of water were next to me when I woke up from a 5-hour nap. The flight attendant said she thought I might be thirsty….uhhh..WHAT? You actually put some thought into what I might want?
– Received recommendations for trying Japanese cuisine during the flight
– Served my choice of tea during the flight
– Greeted with a bow and a genuine “Thank You” as I deplaned
– Every customer request was greeted with a smile and a bow
It was by far the best service I’ve experienced on an airline. It’s obvious to me that the leadership of All Nippon Airways spent a great deal of time on customer/user experience. It was almost as if the flight attendants and others All Nippon Airways staff knew what I wanted before I knew what I wanted. That’s excellent customer experience.
Do you anticipate your customers’ wants and desires? Do you monitor customer behavior and tailor your products/services to those behaviors? Do you create the systems and train your staff to deliver a seamless, WOW experience for your customers?
Good luck.
Awesome. Wet you travelling domestic?