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Put Your Money Where Your Metrics Are
The author discusses how to Link Customer Experience to Employee Evaluation, Rewards & Recognition Within A Culture of Accountability.

Other sas airlines Related Articles

Travel Savvy: Passengers paying for everything in flight
Free is too expensive for today's airlines

How Employees Are Your Greatest Asset in Building Loyal Customers
Do you believe that you cannot be the Southwest Airlines of your industry when it comes to building loyal customers? Read how one local retail store in a rather unglamorous and highly competitive industry has not let that belief stop them from becoming successful.
Motivate Your Salespeople Like Richard Branson
Richard Branson, the eccentric founder of Virgin Airlines and multiple other businesses is the epitome of "unconventional" businessman. He does things HIS way, he does things the way he feels are right...and with a billion or so in the bank, he's been more right than wrong.

Are You a Problem Solver or a Problem Blamer?
I fly a decent amount and have had a lot of good and a lot of bad experiences with the airlines. The biggest issue I have with the airlines, especially my carrier of choice, is not that they make mistakes. I don’t expect any business to be perfect. At issue is how they deal with problems. Too often, their first reaction is to put the problem back with me. The protocol seems to be to assume first that the customer is wrong (blame), and take responsibility much later, if ever. How do you react when there is a problem with your product or service?
Create Empire Building
Have you ever wondered how Richard Branson built his empire from nothing? What’s certain is that when he was 19 and larking about with his student newspaper he didn’t sit down and write out a business plan that included owning a couple of airlines, a space program, an island paradise and a financial institution or two!

The 4 Things Your Customers Really Want
There was a study conducted by Delta Airlines a few years back and the results were so startling that it became quickly obvious that these results could apply to all types and sizes of businesses and organizations. The study centered on what their customers really wanted from Delta Airlines.
Airline Reservation System Software
The modern Airline Reservation System provided by the new-generation is helping airlines to gain potential over other industry by following cost effective software solutions.
Satisfaction and Success
A recent consumer survey of satisfaction levels with respect to a variety of industries revealed that the airlines score consistently at the lowest levels of customer satisfaction. If you fly regularly, this will not shock you. I realize that with increasing regulations and skyrocketing fuel costs, the airlines are facing unprecedented challenges; however, it is important to note, with the same regulations and fuel prices, that one airline consistently scored good marks in consumer satisfaction.

Innovating by Breaking the Rules
Innovators are rule breakers. We often see how new entrants to a market break the rules. The low cost airlines did this when they challenged the ways in which the major airlines did business. The new players used e-tickets, did away with allocated seating, bypassed travel agents, flew to new, smaller airports, etc. So, if you want to be innovative, you have to work out how to at least challenge the rules to if they can be effectively broken. How? Read on ... and find out.

EQ Matters in The Global Economy
Apple, Southwest Airlines, Google, Infosys, Disney, Whole Foods, Fed Ex and others are systematically “mining” the workforce in search of emotionally intelligent diamonds.
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