American Airline’s response to the reporter: “It shouldn’t have to be that it only happens with a great agent,” says Maya Leibman, American’s chief information officer.
American Airline’s response to the reporter: “It shouldn’t have to be that it only happens with a great agent,” says Maya Leibman, American’s chief information officer.
Well, no it shouldn’t. But for too many companies, the bean-counters have measured the short-term cost of staffing people and training versus automation, Internet tools, self-service scanners and the like. Marketing has been silent on the long-term impact of such moves. Who is voice of the customer in your company?
Ellen is building Zealots for American Airlines. Technology can also help, but it is almost never a substitute for great personal service.
American Airlines can learn a thing or two from Waffle House. All employees are required to spend at least one day a month in restaurants. The CEO doesn’t want his management to get too far from the roots of serving customers. The financial (and CIOs) of American Airlines should spend a few days in Ellen’s role. They might learn the value and costs of service.
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