American Airlines Renewed Focus on the Customer Experience

Recently, as I traveled back home to Chicago on my weekly Thursday evening American Airlines flight, I found myself without any reading material. Feeling desparate, I checked out the seat pocket in front of me. I had no interest in buying any life altering invention, so I picked up the in-flight magazine, The American Way.

I was very interested when I came upon an article from Craig Kreeger, SVP - Customer Experience, on American's "renewed focus" to enhance the customer experience. "Today, we are working to improve your journey with us from start to finish -- mindful that it really begins when you select and book your flight and ends as you pick up your bags upon arriving at your destination." This particular article provides examples of how they have invested in technology to improve the travel experience, such as a free iPhone app.

I look forward to following his updates on his progress, as well as experiencing them myself! To read his entire article, please go to page 77.

http://www.emag-americanwaymag.com/october_15_2010.html

Report - Consumers Pay More for Great Experience

Interesting research report from RightNow that reveals that 55% of North American consumers have become a customer of a company because of their reputation for great customer service. Read more...

http://www.marketingcharts.com/direct/consumers-pay-more-for-great-experience-14657/?utm_campaign=newsletter&utm_source=mc&utm_medium=textlink

The Case for a Chief Marketing Technologist

Here is a very good article posted in Ad Age.com that I could not agree with more. I have had deep experience throughout my career leading various marketing initiatives and strategies that involved strong interaction and dependency on technology and the various internal and external resources and solutions available to make it all come together and work. The line between Marketing and Technology increases to become blurred and it is critical that they work hand in hand...

http://adage.com/cmostrategy/article?article_id=146175

Your thoughts??