by Anna Howarth
Three years ago, I was preparing to fly internationally. I arrived at the airport to find that my flight was delayed by 26 hours. I went back home, and returned to the airport the next day. At check-in on day two, I asked the airline representative if, since I was a loyal customer whose flight had been delayed by 26 hours, there was any chance that I could have an upgrade. In response, she stated, “As my CEO says, if you want loyalty, go and buy a dog.” This line was delivered with a satisfied smile, as she continued to check me into my economy seat.
This was the moment when I realized the impact that every single employee has on a customer’s experience. Every internal interaction, whether it be a formal meeting or a corridor conversation, creates the culture of an organization, and if disregard for customers is demonstrated internally, you can be sure your customers will know it.