Curious Title for my article today.
That’s was what «Susan» yelled – I think that was her name- she refused to identify herself .
Are my 63K+ miles flown on Spirit enough to share my opinion when I feel I received a bad customer service?
Do Susan or Cloe? (yes Cloe, the supervisor who never showed up), understand the consequences of poor customer service?
Spirit executives, do you like losing customers? Is one customer an acceptable loss?
The reality is that you never lose just that one client. It turns out that, based on statistics, an average customer who had a bad experience can share that experience with about 8 to 12 people.
Those are bad news, but it gets even worse. 13% of dissatisfied customers share their experience with 20 or more people.
Let’s take me for example: I shared my experience with my 59K + Followers on twitter and my over 40K followers on Facebook/LinkedIn.
According to JD Powers a well-known American poll surveyor, in 2019, in the US, Spirit Airlines ended seventh, with 711 points.
Very below from where corporate executives anticipated.
To achieve good customer service, various factors «in the management area» must be taken into consideration. It is a must to always live up to the expectations of those customers who decide to acquired your services.
I ask … It might be that Susan or Cloe, aren’t clear or they have no understanding of Spirit’s purpose or aspirations? .
It is essential that the company’s aspirations are clear. It is important that in this era of social media and multimedia these ideas be transparent to the public and especially to employees..
There must be a deep understanding of what matters to customers. Although Spirit may have a system that helps identify customer service issues, the company does not correctly evaluate the data, and tends to be less efficient at implementing the corrections that determine a better outcome..
To constantly improve, you have to establish metrics. The key to satisfying customers consists not only in measuring what happens, but also to use that data to establish real actions.
Successful companies begin from above, with metrics to measure the experience and from there they descend in key cases and performance indicators. To move from knowledge into action, the presence of adequate leadership is necessary.
Pedro Vasquez FIGHT FLL -MED 3/3/2020 NK237.
