There’s no such thing as a perfectly and continuously satisfied consumer. No matter how much you are able to infatuate your customers at first, there will come a time when it will wear off. Which is why you always have innovate, try new things and try to delight all over again.
Ah, the airline industry, awash in red oceans, has infinite ‘leg room’ for innovation and customer infatuation. It’s an industry and theme I enjoy posting about, for example in Pay by weight, not per seat and Cuddle your way across vast blue oceans. In fact, in my book Slingshot I discuss an idea of how airline loyalty programs could easily create infatuation for both airlines and customers alike. So in light of this, I was particularly interested to learn about a recent move by American Airlines to infatuate flyers by rewarding those who pack light.
Via The Economist:
EVER since American carriers began introducing fees for checked bags, overhead bin space, especially on short flights, has been at a premium. Cost-conscious travellers try to squeeze as much as possible into the largest possible carry-on bags, often causing chaos when boarding. In response, some airlines have occasionally allowed travellers without large bags to board flights first, rewarding those who pack light.
Last week, American Airlines announced that it would formalise the practice, and its new boarding guidelines put customers without overhead luggage ahead of boarding groups two, three and four. (Elite frequent flyers, uniformed members of the armed forces, and first- and business-class passengers still get on before the light packers.)
[Original image from Slingshot: Re-Imagine Your Business, Re-Imagine Your Life.]