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Customer Delight - What do my specs have to do with it?

Professional hazard - air travel is certainly one of the hazards. Travelling is considered as one of the high stress activities. However, it also has an aura of glamor and glitz amongst loads of people.

What are the bases of selection of a flight by an executive -

usual ones

- schedule
- punctuality
- comfort (seat width, pitch etc)
- food
- "service" (it is black box to put anything and everything in there)

not spoken about ones

- mileage points
- incentives
- smarter/attractive pursers/hostesses


But is there any customer delight.......

I met Alan M on a flight from Delhi to Mumbai and got chatting on availability of alchohol on Indian domestic flights. Since all flights are "dry", I asked him as to what is the reason for chosing Kingfisher?

Alan smiled, and then actually burst out in a loud laughter. He asked " Do you really want to hear the truth?" "Of course" was the prompt response.

Alan came to India for the first time in October last year on exploring business opportunities for the wine and spirits industry. He travelled extensively and of course by many airlines. Started with NACIL (Indian Airlines then) and then was truly thrilled with Jet. "I never experienced such a service level in any domestic airline in Europe and Americas" was the deadpan statement from him. Then his eyes sparkled and said " Then I travelled Kingfisher first"

He was maha thrilled with all aspects mentioned before and added "but no where in the world has any airline got travellers' spectacles cleaned in utmost pleasure and top quality manner. It costs me at least GBP 10 to get it done as professionally back home. This is a great insight into customer delight".

I was still digesting it when the penny dropped.....

"The delight is the fact that there is an interesting story to tell whenever I am in a group of globetrotters and make an impact", he said gleamingly.

Great talk. Thanks Alan for sharing the same.

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