Customer Experience: Quality
Quality is easily taken for granted, until it doesn't exist.
It can be very frustrating to be an airplane passenger in today's world. If you fly first-class, or purchase another upgrade, you might be immune to what others face: more seats installed, resulting in less space; delays related to maintenance issues you would think could be detected BEFORE passengers get on board; and cold planes.
Of all of those, the cold plane showed me the lack of quality. When I fly, I wear layers, I carry a light blanket, I wear socks. And still, one day on a flight, I was so cold I had to complain. The stewardess said, "Oh, I know, we always have that problem with this plane."
OK, so she was aware. That led me to the logical question: "Can I please have a blanket?" To which she replied, "Oh, no we only have those in first class."
Really? To know you have a problem with a particular product, but to not be prepared to offer alternatives or something, anything that would help?
Quality. When it's not there, and you still pay a high price, it's not much fun. Neither is freezing on flights.
Dee Dee has helped create and coach "customer care" programs and cultures for healthcare, government, travel, financial services, plumbing, retail, publishing, automotive and entire communities.