Wow, Look at These Three Airline Improvements!

What is happening at Delta? I know it's not very fashionable to congratulate an airline but I feel compelled to do so.

Firstly, full disclosure, I am a Diamond frequent flyer with Delta as I travel back and forth across the pond frequently. I normally travel economy class but as I am a Diamond frequent flyer on domestic flights I do get upgraded.

Here are 3 changes I have seen with Delta that I think need celebrating:

1. Having led 3,500 Customer service people in my last corporate role I know how difficult it is to get everyone in the organization to do something different. About 18 months ago I started to hear Delta people thank me for my business. I remember thinking at the time, "It’s a new campaign and it will never last"….. but I was wrong, and it has. In fact, it has gotten better. I am now thanked for being a Diamond flyer in 95% of my interactions. I am sure if a Delta senior exec is reading this they will be disappointed at the 5% of time that this doesn't happen, but let me tell you, I know how hard this is to get people to do something as simple as this. I have to applaud them for this success.
2. When I call them with an enquiry I am asked if I would like to complete a one question survey at the end of the call. As I am in the business of Customer Experience I normally say yes as I think feedback is important. They ask a really great question: “Would I employ the rep that I have just been speaking to in a customer service position?” It makes me really think about the person I dealt with and truly consider my answer. I think this is a great question.
3. Now I know this next bit is because I am a Diamond member, but this was a truly excellent experience. Recently my wife and I were traveling from our home in Sarasota on vacation to Boston, connecting through Atlanta. As we disembarked at Atlanta I heard our names being called out as we stepped off the plane. Lawrence Epps, a Delta employee, was standing with a name card (see picture) and invited us to join him for an personal ride, in a Porsche, to our next gate at the other end of the airport. Well, he didn't have to ask twice!

Lawrence was very personable and courteous. He thanked us for our business (see point 1) and explained that Delta had been performing this special service in Atlanta for Diamond members and this service was being expanded to a few more airports. In my view, rightly so, they are treating their high value customers in a different way to everyone else as it makes good business sense. For someone who is not easily surprised by a Customer Experience, as this is my trade, I was genuinely surprised and happy. Again, the point is, they are saying thank you for your business.

I know a number of you will have horror stories of how Delta and other airlines have delivered poor service. I have these as well. But in an age when everyone knocks airlines, I would like to say well done to Delta. I think these are three good examples where Delta is actively doing something to improve their Customer Experience and they should celebrate this success.

If you enjoyed this post, you might be interested in the following blogs:

• Hiring Customer ready employees
• Southwest Airlines create a fun experience
• How Emotions Generate $$$

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Colin Shaw is the founder and CEO of Beyond Philosophy, one of the world's first organizations devoted to customer experience. Colin is an international author off our best-selling books and an engaging keynote speaker. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. If you would like to follow Beyond Philosophy click here

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