The power of the personal: An airline customer experience fairytale paid SAP
Let’s face it, if you’re a seasoned traveler , airline travel isn’t something you look forward to. Do a quick search on your social networks and look for connections raving about how much they love the process. I’m guessing you’re much more likely to find customer-service sob stories. to connect with travelers and personalize their journeys, because in the age of customer experience, passengers are incredibly quick to go online and let airlines know when they’re unhappy.
At that point in time, I didn’t have an allegiance to any airline and was dreading traveling over the Thanksgiving holiday. The night before we left, I peeked in at her as she slept. She was clutching a note to her beloved fairies, letting them know we were going on vacation, but that we’d be back. Inspiration struck, and I wrote a note to whoever the person was that I’d meet at the airline desk when we arrived in the morning.
It was a long shot, but as a parent, you come to realize that you have a very limited window to create magic for your child, and so when those chances arrive, it’s a matter of throwing yourself into the opportunity.Once boarding started, I began coming to terms with the reality that this wasn’t one of those moments. The flight was full, running late, and many passengers had a connection to make in Chicago.
I do want to make a special announcement. As you can tell earlier today, we had a little magic working in our favor. That magic was actually a message that came across that said some fairies are helping to guide us along our way. More specifically, the message was to a young passenger on board today…He told the passengers where my daughter was sitting, and when she peeked her head up, they started clapping and giving her thumbs-up signs.
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