Building Loyalty: Southwest Airlines Style
May 1st 2007 02:04
BusinessWeek recently published a great article about how Southwest Airlines turned a typical airline delay into a loyalty building experience for its customers. On this particular flight, the aircraft was being pushed from the gate when the passengers were told the plane would have to de-ice causing a two and a half hour delay. If that wasn't bad enough, the pilot had reached his maximum hour limit set by the FAA, so a new pilot would have to replace him. After all that, the plane then had to be de-iced again because of the original delay!
The entire article can be found here: Customer Service Champs
The great thing about a situation like this is that Southwest Airlines knows how to handle it. And the whole method is really simple. The people who work for Southwest actually care about their customers. Imagine that! The pilot walked the aisles answering any questions the weary travelers had, and after the flight, free ticket vouchers were mailed to the customers. This type of treatment absolutely builds customer loyalty. Not only that, everyone on that flight will tell their friends and family about the experience, and chances are they will remember Southwest Airlines the next time they book tickets.
The entire article can be found here: Customer Service Champs
The great thing about a situation like this is that Southwest Airlines knows how to handle it. And the whole method is really simple. The people who work for Southwest actually care about their customers. Imagine that! The pilot walked the aisles answering any questions the weary travelers had, and after the flight, free ticket vouchers were mailed to the customers. This type of treatment absolutely builds customer loyalty. Not only that, everyone on that flight will tell their friends and family about the experience, and chances are they will remember Southwest Airlines the next time they book tickets.
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