Customer Experience Volcanic Moment of Truth Part 1


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Well, joining tens of thousands of passengers worldwide, I am currently not where I was planning to be. The Volcanic ashes took over and cleared the European airspace from any airplanes. This crisis presents a unique opportunity for companies to demonstrate their commitment to customers. As I navigate my way through the unknown, it is interesting to observe how different companies behave. I will keep you posted as I personally experience these customer experiences. My interest is not to create a “Shame the company” exposure, but rather to draw lessons.

Booking a hotel room in London these days is a challenge. The internet sites are not reflecting true availability. We are back to phone based, direct reservations. I was able to obtain a hotel room in the last minute by calling the hotel directly. As I was standing in line to check in, many existing guests were joining me each requesting an extension to their current reservation. I was amazed that the hotel never thought about such possibility and prepared for it. They were taking reservations from NEW customers, and failed to consider the existing customers.

Lesson 1 – existing customers comes first. The least you could do is call their rooms and ask for their plans. Do not wait for them to contact you. Be proactive.

Lior Arussy
One of the world’s authorities on customer experience, customer centricity, and transformation, Lior Arussy delivers results. His strategic framework converts organizations from product- to customer-centricity. It is drawn from his work with some of the world’s leading brands: Mercedes-Benz, Royal Caribbean, Delta Air Lines, MasterCard, Novo Nordisk, Walmart and more.Arussy is also the author of seven books, including Next Is Now (May 2018)


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