Why I Will Pay More to Fly All Nippon Airways on My Next International Flight

Excellent customer experience!

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.