Customer Experience Volcanic Moment of Truth Part 3


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And so the journey continues with hotels and airlines being clueless on how to treat their customers during this difficult time. You would think that 9.11 will teach them a lesson. But apparently not.
My hotel placed a signed next to the concierge with a written update on the flight status (It basically says, all airports are closed) The real message to customers facing this sign “don’t talk to us”. Moment of truth like that should provide the hotel with an opportunity to demonstrate empathy and ask guests if need any more help – extension of stay, laundry services, how to purchase missing items. Instead the hotel opted for a simple sign that illustrate the pinnacle of efficiency. “Leave us alone”
Trying to engage is simple conversation with the airline rep whil rescheduling my flight (still don’t know if it wll take off) resulted with similar response. I was actually trying to demonstrate emphathy for the difficult day she might be facing. She simply ignored me.
Lesson – Empathy and emotional engagement are the best way to respond when all other options are not available. Do not leave your customers stranded emotionally. You can’t blame the volcanic ashes for that. You can control this element of the customers’ abandonment. Be there for them even iif it only a listening ear and an open heart you can provide. This is the best time to build long term relationship.

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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