Delighted customers generally tell four friends about their experience, while disgruntled can tell up to 40.
Aer Lingus’s frequent flyer programme leveraged a weakness (small customer base) to their advantage by delivering a sharper resolution service than any other airline. Customers experienced:
- Fast, genuine responses to complaints and enquiries
- Relevant ‘we give a damn’ resolutions, leveraging known interests
- Face-to-face meetings
- Improved hand luggage allowances
Aer Lingus won global recognition for recognising that customer’s don’t care what you know until they know that you care.