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Monday, March 16, 2009

Bravo Air France - A Story of Great Customer Service

This week I’m teaching social media marketing at the ESC Graduate School of Management in Clermont –Ferrand France. Hopefully I’ll get posts on this up this week, but for now, my purpose is to share a story of great customer service.

When we hear stories of the airline industry these days, it is often times stories of negative experiences or of yet another round of measures designed to cut costs for the airline companies. Fees for checked bags, minimal refreshments with charges for most, crowded flights, and irritable flight crews.

Personally, I had accepted the complete demise of service in the airline industry. Only Continental and Jet Blue have seemed to manage a modicum of success in providing quality customer service.

Air France performed brilliantly. On a flight from JFK to Paris, Air France got it right. What specifically you ask?

Friendly, gracious flight crew
Delicious meal service (seriously)
Complimentary beverages throughout including wine/beer and after-dinner liquors even in coach
Constant replenishment of water and juices throughout the flight
Multi-function entertainment system including programming, movies, games, and news

And did I mention the friendly, gracious flight crew?

Companies today do need to manage costs – but it shouldn’t happen at the expense of the customer. Air France still understands the power of the loyal customer, and the ability of an exceptional service experience at building loyalty.

Bravo, Air France!

Wednesday, March 11, 2009

I'm working!

I'm really quite the pitiful blogger of late - I will update more next week though to relay my experiences at the ESC in Clermont-Ferrand, France. Promise.

I'll be presenting on social media marketing.

More to come!