5-Star Female Customer Experience

How Delta’s Focus on Customer Experience Turned a Bankrupt Airline Into a Powerhouse Brand ‘Happy employees equal happier customers’

Posted on Posted in Work

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

Airlines don’t exactly have the best reputations these days. Amid the seemingly constant flight delays and crowded terminals, some lament the lost “golden era of air travel” in the 1960s, when fliers dressed to the nines and ate in-flight meals on fine china.

Delta’s svp and CMO Tim Mapes, however, argues that the golden era of travel is now, and that the airline’s 80,000 employees are the key to keeping it that way.

“The flying experience is amazing,” he said. “You’re going 500 miles per hour, 35,000 feet off the ground, with Wi-Fi, and somebody brings you food and drinks. If you compare the ’50s or ’60s to today’s experience, there’s no comparison.”   Read More