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What do you do if customer satisfaction in aviation is low despite problem-solving efforts?

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Customer satisfaction is the cornerstone of a successful aviation business. When you've tried solving issues but satisfaction remains low, it can be frustrating. It's crucial to delve deeper, reassess your approach, and understand that the solution may not be straightforward. The key is to engage with your customers, gather detailed feedback, and be willing to innovate and adapt. Remember, you're not just moving passengers from point A to B; you're providing an experience. So, let's explore what you can do to elevate customer satisfaction in aviation when initial problem-solving doesn't seem to cut it.

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Hazim Abo Shaeer

Automotive Master Technician at Carmax car retail company

1 Listen Again

Listening to your customers is an essential first step in addressing low satisfaction. If your initial solutions haven't worked, it may be time to collect feedback again but through different channels or with a new approach. Consider deploying more detailed surveys, setting up focus groups, or having one-on-one conversations. The aim is to uncover the nuances of your customers' experiences that may have been missed before. Understanding the emotional and practical aspects of their feedback can provide fresh insights into what is truly affecting their satisfaction.

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Ankush Saxena

Customer Service | Service Delivery | ITIL | Project Management | E-Commerce | Digital Marketing | B2B/B2C |
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If customer satisfaction in aviation remains low despite problem-solving efforts, I would: Conduct in-depth customer feedback analysis to identify underlying issues. Collaborate with cross-functional teams to implement targeted solutions addressing customer pain points. Offer personalized assistance and compensation to dissatisfied customers. Continuously monitor and adjust strategies based on customer feedback. Invest in staff training to enhance service quality and empathy. Communicate transparently with customers about improvements and action plans

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Ine Velaers

Global Executive Vice President @ Density6 * * * | Owner @ InnovInk Creations & AdminVanguard | Journalist @ Mexitverse | Operations Officer | Communications Officer | Project Management | Business Management
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To improve low customer satisfaction, start by gathering precise feedback to pinpoint issues. Map out the customer journey to identify less obvious pain points. Use a closed-loop feedback process to keep customers informed about how their suggestions are being addressed. Innovate solutions, like updating technology or revising service protocols, and provide staff with additional training if necessary. Regularly assess the impact of these changes through follow-up feedback to ensure they're meeting customer expectations.

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2 Analyze Data

Analyzing customer feedback data with a fresh perspective is critical. Look for patterns or recurring themes that may have been overlooked. It's also important to differentiate between systemic issues and one-off incidents. Systemic issues are those that affect a large number of customers and require a broad change in your services or operations. One-off incidents, while still important, may be resolved with targeted actions. By categorizing the feedback, you can prioritize your response and focus on making improvements that will have the most significant impact on overall customer satisfaction.

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Hazim Abo Shaeer

Automotive Master Technician at Carmax car retail company
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This would be my first step to analyze what led this customer to have low expectations and satisfaction that he experienced during his travel

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3 Empower Staff

Empowering your frontline staff can make a significant difference in improving customer satisfaction. Ensure they have the training and authority to handle issues promptly and effectively. When staff can make on-the-spot decisions to resolve customer complaints, it not only improves the individual customer's experience but also sends a message that your company is proactive and cares about passenger satisfaction. Encourage staff to share insights from their interactions with customers, as this can lead to valuable improvements in service delivery.

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Ine Velaers

Global Executive Vice President @ Density6 * * * | Owner @ InnovInk Creations & AdminVanguard | Journalist @ Mexitverse | Operations Officer | Communications Officer | Project Management | Business Management
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Empower your staff by providing comprehensive training and granting them the autonomy to make customer-centric decisions. Encourage a culture of open communication where employees feel valued and listened to, as their on-the-ground insights can be pivotal in enhancing customer experiences. Recognize and reward staff who deliver exceptional service, fostering an environment where going above and beyond for customers is the norm.

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4 Innovate Services

Sometimes, traditional problem-solving methods are not enough, and innovation becomes necessary. This could mean rethinking your service offerings or incorporating new technologies to enhance the customer experience. For example, simplifying the check-in process with mobile applications or providing real-time updates on flight status can significantly improve customer satisfaction. Consider what aspects of your service could benefit from modernization or a complete overhaul, keeping in mind that innovation should always aim to add value for the customer.

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5 Build Relationships

Building strong relationships with customers goes beyond resolving their immediate complaints. Implement loyalty programs, personalized services, or other initiatives that demonstrate long-term commitment to their well-being and satisfaction. Regular communication through newsletters or social media can keep customers informed and engaged with your brand. By fostering a sense of community and showing that you value their continued patronage, you can turn dissatisfied customers into brand advocates.

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6 Reflect Internally

Finally, reflect internally on your company's culture and processes. Are there internal obstacles that prevent effective problem-solving? Is there a disconnect between management's perception of customer satisfaction and the reality experienced by passengers? It's essential to ensure that your entire organization is aligned in its commitment to customer service excellence. This might involve training programs, revising internal policies, or even restructuring teams to better address customer needs.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Ine Velaers

Global Executive Vice President @ Density6 * * * | Owner @ InnovInk Creations & AdminVanguard | Journalist @ Mexitverse | Operations Officer | Communications Officer | Project Management | Business Management
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Implement surprise gestures like personalized thank-yous or free extras for an unexpected delight. Use gamification for engaging feedback, rewarding customers who offer their insights. Map customer journeys to uncover hidden pain points and opportunity spots. Train staff in empathy to enhance personal connections and service. Host co-creation workshops to involve customers directly in your development process, fostering investment and value.

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Shareez S. Baksh

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If your efforts do not yield any change...then I think we did not listen to the customers properly or entirely. Back to the drawing board, start over and START WITH THE CUSTOMER!!!

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What do you do if customer satisfaction in aviation is low despite problem-solving efforts?

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1 Listen Again

2 Analyze Data

3 Empower Staff

4 Innovate Services

5 Build Relationships

6 Reflect Internally

7 Here’s what else to consider

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