Being Wrong Can Feel So Right
I got an email from Delta Airlines.
That said they were changing the policy so that you could no longer use the Delta Sky Club after arriving at a destination.
Henceforth, you can only use the Sky Club BEFORE a flight, not after, they pronounced.
I thought that was a strange decision because freshening up after landing is a very useful benefit of the Sky Club, especially after long journeys.
Delta sent this email to all frequent fliers, and? evidently they FREAKED OUT.?
So much so that I just got ANOTHER email from Delta that says, quote “We heard your feedback in response to our updates, including that some customers want to visit a Club to refresh after landing or to recharge ahead of a meeting. We value your input - and we’ve acted on it. Arriving customers will be able to enjoy the club upon arrival, as you do today.”
Wow!
1. They must have gotten absolutely beseeched with “feedback” to reverse course like this.
2. Bravo to Delta for having the guts to change their mind, and for doing so very fast.
3. Why didn’t they run this by a customer advisory council first, which would have saved a whole lot of trouble and egg on face. This is a lot of egg. This is "omelette on face?"
4. What I love most about this is that it signals to all Delta customers that indeed feedback MATTERS.
领英推荐
Just about every company sends out some kind of survey to customers...
And then what happens?
Does anyone read them?
Are changes made?
And even if they are, it’s rare that customers KNOW their feedback made an impact.
So while this isn’t a great week for Delta, I believe it will actually create more and better feedback from customers like me (and you?) going forward, because now we have evidence that it can actually make a difference.
Don’t overlook the power of this technique in your own business.
If a customer has an idea or a criticism that you act upon, don’t hide that fact, celebrate it and communicate it to ALL customers.
It’s an important cue that you care and that you’re actually paying attention.
What do you do with customer feedback in your business??
Comment and let me know. I'll feature best ideas in my next edition of The Baer Facts, and send you some $JAY coin, too.
Founder, Chief Strategist & Storyteller at EDited mktg.
2 年Excellent share, Jay. KUDOS to you. And Delta.
Chief Experience Officer at billquiseng.com. Award-winning Customer CARE Expert, Keynote Speaker, and Blogger
2 年Jay, I didn’t just ?? like your post. I didn’t just ?? like your post. To me, readers who like a post feel it's good, not better. just average. Nobody raves about average. And those readers will forget the post when they find something better.?I ? loved it!? That means I will remember it when I hear that a company wants to make changes that might affect customers. Sadly, though, customers have what Jon Picoult coins as "consumer inertia" – customers who are are "lazy creatures at heart, adhering to what American psychologist Clark Hull famously termed the 'law of less work.'" So if Delta had not announced the change, customers may not have dissented so loudly, and instead accepted it. It's very similar to what gas companies have done to increase housing fuel or gas prices without any announcement. Thank you for showing your insight, Jay. I appreciate you. As you are always, be GREAT out there!
Bloomington Web Designer & Consultant | ?? Web Hosting Expert | ?? Digital Marketing Strategist | ?? Pickleball Enthusiast | Helping Brands Build Online Presence | ?? Work Hard, Play Hard Advocate | ???? Self-Employed
2 年Good article. Feedback is really important and honest feedback is hard to get. I have some pretty solid reviews on various platforms but really, I wonder from my clients what they struggled with during the process or what I could have done better. It's hard for them, I think, to share their true perceptions without feelings getting in the way. If you have any suggestions of how people can get more honest feedback (not necessarily on a public website) then let us know!