Customer Service Experience from British Airways

[Foreigner]

Interesting article on lessons learned on customer service:

Five Customer Experience Lessons British Airways Taught Me

 

[RooFlyer]

Interesting article, although I was lucky to get beyond this carp (but it is Forbes, after all)

Customer experience is about two very simple concepts:

• Deeply understand at actionable levels your customers’ target outcomes, actions, emotions, and values
• Align your culture, competencies, processes and technologies outward to enable customers to achieve their outcomes

 

[drron]

But I certainly agree with her summation of BA customer care-

Instead it telegraphed how BA really feels about its customers. They simply don’t care

 

[Hvr]

Frankly the set up of Forbes web site is an insult to their customers as well. It should've been a one page article rather than three pages with drop downs and cough galore all over the pages.