How Delta’s Focus on Customer Experience Turned a Bankrupt Airline Into a Powerhouse Brand

Dear all,

today we’ve found the interesting case of Delta, Eleven years after filing for bankruptcy in 2005, Delta recorded record profits in 2016 while receiving kudos from inside and outside the industry, landing on lists for customer affinity and best places to work.

How they are able to do this?

Here’s how Delta built a powerhouse brand, and how its Atlanta roots have contributed to its success:

 

  • Sharing the love

    Throughout its history, Delta has followed the adage that “happy employees equal happier customers.”

  • Southern hospitality

    “There’s no doubt that being Southern brings this airline an aura of hospitality,”

  • Experience counts

    Improve the customer experience. Since it acquired Northwest Airlines in 2008, Delta has been on a mission to reinvent air travel, upgrading the in-flight experience with better food, craft beer and more movies on flights. In February, it introduced free in-flight meals in 10 domestic markets as part of its investment in improving the onboard experience.

“The challenge is to make every customer feel like one in 180 million versus one of 180 million.”


Here the full article.

Alfa Experior

 

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