How to improve the airline customer experience

By |2019-05-09T16:28:39+01:00May 9th, 2019|Customer experience research, Customer experience strategy, customer surveys|

Improving the airline customer experience  I’ve just been trying to buy an extra bag on an American Airlines flight for my daughter who comes home from the US this week. Despite the information on their website that says you should be able to do this online after you’ve checked in order to ‘save time

How science can help us better understand customer experience

By |2018-09-22T17:44:07+01:00September 18th, 2018|Customer experience research, customer surveys|

In a previous post (customer surveys are a  waste of time) we said to stop wasting time on meaningless customer surveys. A bold statement but one we stick to as most customers surveys are poorly designed, they do not provide useful insight and it seems their sole purpose is to provide meaningless stats to