British Airways are creating better customer experiences by using iPads! Rather than use scrolls of papers with all the personal information about their customers, their cabin crew now have an ‘app which uploads up to the minute.information about their customers that allows them to create ‘personalised’ customer experiences.
They experimented with it last year, and apparently, it’s been so successful, they are now rolling it out across the fleet. The ‘app provides information about individual passengers on things such as airline club status, ticket class and special dietary requirements. They can even tell if there are several employees from the same company on a flight, even if they aren’t sitting together – not sure if that means that customers in economy can put the drinks bill on the managing director’s bill if they are in first class!
It’s a great example of utilising customer information to create a personalised experience and definitely sets a benchmark, whether you are in the airline industry or not.
How well do you know your customers? Crucially, how well do you maximise this information to create a ‘remarkable’ experience for your customers?