How many positive experiences and interactions did you have on your last commercial flight? Chances are they were more negative than positive. And most certainly you were not rushing to the airport to get there too early, nor lingering at the airport long after your flight. But what happens when we begin to identify customer pain points and then to turn them into points of infatuation that actually create more fun, more thrilling, more simple, more comfortable, more liberating, more safe, more meaningful, more efficient and more harmonious experiences?
Although a bit oxymoronic for a legacy carrier, see how Delta Airlines, as well a handful of airports, are trying their hand at turning pain points into points of infatuation in order to enrich customer experiences.
Via The New York Times.
On a recent business trip to New York, Joe Pullin of Novi, Mich., did something he would have considered unthinkable not long ago.
Rather than rush off the plane and into a cab headed into Manhattan, he lingered at the arrival gate at La Guardia Airport, stopping for a leisurely lunch at Bisoux, a French bistro, and using the iPad mounted on his table to order his meal, check his e-mail and pay the bill.
“I’m very impressed. I think it adds another dimension to this airport that never existed before,” said Mr. Pullin, a consumer electronics executive and frequent business traveler.
[Image via The Epoch Times.]