cover of episode #25 How Breeze Airways is Proving You Can Create Superior Flying Experiences

#25 How Breeze Airways is Proving You Can Create Superior Flying Experiences

2024/4/10
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Danny Cox: 航空公司应投资于改进旧流程，而不是仅仅专注于吸引新客户。他们应该学习其他行业的成功经验，例如亚马逊和Uber，将收益最大化与客户体验相结合。Breeze航空公司通过减少机场处理工作、提供便捷的短信服务以及赋予旅客更多控制权等方式来提升旅客体验。他们还注重培养内部和外部合作伙伴关系，以确保一致的客户体验。 Danny Cox: Breeze航空公司通过选择细分市场、使用环保高效的飞机以及刺激新需求来实现差异化。他们注重打造赋能型团队，鼓励员工质疑现有流程，并与IT团队密切合作，以改进技术和服务。他们使用NPS评分和商业智能工具来收集和分析数据，从而更好地了解客户需求并改进服务。 Danny Cox: 在领导团队方面，Danny Cox强调赋能的重要性，他鼓励团队成员与旅客建立伙伴关系，而不是仅仅提供服务。他认为，赋能的团队才能创造赋能的客户。他通过表彰员工、定期论坛以及鼓励员工质疑现有流程等方式来培养团队成员的主人翁精神。 Lauren Wood: 节目的主持人Lauren Wood与Danny Cox就航空公司如何改进客户体验进行了深入探讨，并分享了她自身在飞行过程中遇到的问题，强调了旅客掌控权的重要性。她还与Danny Cox讨论了员工体验与客户体验之间的关系，以及如何通过改进员工体验来提升客户体验。

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 On this episode, Danny Cox, Vice President of Guest Experience at Breeze Airways, discusses the challenges airlines face in creating great passenger experiences. He emphasizes the need for airlines to let go of antiquated processes and mindsets and focus on. Danny shares how Breeze Airways is working to improve the airport experience and reduce stress for travelers. He also highlights the importance of partnerships and the impact they have on the overall guest experience. Plus, Danny discusses the role of leadership in guiding the team and fostering an empowerment mindset.

Tune in to learn:

  • What are airlines missing when it comes to great experiences?
  • Making the airport experience easier
  • Why is it difficult to give control back to customers?
  • How Breeze differentiates itself in the market
  • Guiding a customer service team
  • Hard lessons in building a new business

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