Unlock new value and lucrative revenue channels by turning customer pain points into points of infatuation.
Readers of my book Slingshot: Re-Imagine Your Business, Re-Imagine Your Life know that the airline industry is brimming with untapped potential to enrich the lives of customers. For many air travel is fraught with frustration and hassle, but what happens when we begin to identify those 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?
My latest example of how the airline industry can apply Slingshot-like thinking comes from App:
Airlines are introducing a new bevy of fees, but this time passengers might actually like them.
Unlike the first generation of charges which dinged fliers for once-free services like checking a bag, these new fees promise a taste of the good life, or at least a more civil flight.
Extra legroom, early boarding and access to quiet lounges were just the beginning. Airlines are now renting Apple iPads preloaded with movies, selling hot first class meals in coach and letting passengers pay to have an empty seat next to them. Once on the ground, they can skip baggage claim, having their luggage delivered directly to their home or office.
In the near future, airlines plan to go one step further, using massive amounts of personal data to customize new offers for each flier.
[Image via SnowPak.]