Customer Experience at 32,000 Feet
As I write--and post--this blog, I'm in an airplane, 32,000 feet above the Eastern Seaboard. It's a great ending to a two-day trip to Orlando to attend Forrester's Marketing Forum 2009, which, cooincidentally, focused heavily on innovation.
As a tech-loving business traveler, I appreciate any amenity that makes staying productive and connected easier. This includes something as simple as the selection of outlet types (U.S., UK, and European) that the Royal Lancaster Hotel in London provides in the wall above the desk in their rooms. And the outlets that Amtrak provides on its trains so you can work without running your battery down, or out. Or, pervasive wireless Internet access throughout some hotel properties, so you can work wherever you feel like, instead of just at the desk in your room. But the best so far is what I'm using right now: onboard Internet access on my Delta flight from Orlando to New York.
I had heard about Delta's gogo service, but assumed it was a first-class amenity. Yet I'm back here in coach. A bright green card in my seat-back pocket informed me that some Delta flights now offer the service to anyone on board (for $9.95). Luckily, this is one of them.
It was a great surprise, because--aside from the cool factor of sending emails from an airplane that's in flight--I'm getting work done that I hadn't expected to accomplish until tomorrow. I was able to post a new discussion to our 1to1 Insiders group on LinkedIn, respond to several emails, check the status of a survey we're running via Zoomerang, and post this blog.
What makes this really great for me is the added productivity I'm getting by having this access. What makes it great for Delta is that anytime I fly in the near future an integral part of my purchase decision will be whether there's a Delta gogo-enabled flight headed to my destination.
Delta's just made our relationship a bit stickier--without extra air miles.
Related Entries
- Guest Blogger Joseph Jaffe: It's Better to Be S.A.F.E. Than Sorry
- Guest Blogger Ralph Heath: What Has Happened to Customer Service in America?
- Preventing a Customer Experience from Going Downhill
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