Room for service innovation
Last week I did fly back
from India to Amsterdam. And I was surprised by the lack of
leg-space. I am not very tall (compared to the youth – 1.88m) and
still my knees were in back of the chair in front of me. Stretching
my legs was impossible because there was a construction under the
chairs preventing this. Sitting in this highly uncomfortable
position for more than 8 hours is damaging for your body. That is why
I have now severe back pains.
This was the case in the
flight from Delta as well as the one from KLM. So, these western
companies should know what the average length is of their customers.
So, they are still putting their drive for profit ahead of customer
delight. But they still don't understand that if I am unhappy with
the service, I will not buy a flight with their airline the next
time. On the short term they have made a profit, but on the long term
they loose much more.
This is such a simple
opportunity for service innovation, just give a few centimeters more
leg-space.
Also the "hand-luggage"
that people bring on board is incredible, both in size and in number.
Everything is packed. When I mentioned this to a stewardess she
confirmed this problem, but said that it was the responsibility of
the ground-crew. This silo-approach kills business and customer
delight. This tendency to bring too much luggage on board will stop
if you stop people at the door and send them back.
It is the service which
counts and not the department who is supposed to provide it!
There is so much
opportunity for innovation if you put your customer at the heart of
all your activities and experiences! In the long term you will earn
more money with this approach.
Is the customer your
starting point?
GROW
YOUR PEOPLE, GROW YOUR BUSINESS!
