In order for Delta to keep
its competitive edge, they have to understand and research the wants and needs
of not only their customers but also how to acquire new ones. Delta Air Lines
states that their superior customer service and relationships allows them to
beat competitors. One of the ways Delta understands customers is by taking
employee and customer surveys seriously, and then responding with action plans
to always improve employee satisfaction and engagement. Another way Delta enhances their value is by
reading over numbers, reports and metrics. Without looking over the data that
is relevant to their business, changes cannot be made.
Airline traveler’s value:
on-time flight arrivals, cancellation avoidance, baggage handling and customer
service. Delta Air Lines is away are the needs that travelers demand from an
airline and are constantly improving upon each value. For the second year in a
row now, Delta has both the third-highest on-time arrival rate at 85.9 percent
and the third-lowest number of mishandled bags at 2.08 per 1,000 passengers
each month.
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