I got an email today from Smarter Travel announcing the winners of their 2009 Readers' Choice Awards. Notice anything interesting?
Hopefully you saw what I saw, Southwest really took the Readers' Choice Awards by storm. Almost every category Southwest won - and the ones they didn't? Well, those aren't categories you wanted to win: Dirtiest Airline Cabins and Least-Favorite Domestic Airline.
I think this consumer survey example brings up a point we've made in the past: often when you're the best at one thing that improves customer experiences, you're good at a bunch of them. Think about last bank survey or retail survey results you saw, were the same people at the top?
Bank surveys often put USAA and Wachovia at the top, do you think it's a coincidence they're at the top everytime? It doesn't matter if the survey is measuring customer service satisfaction or overall satisfaction or satisfaction with online bill pay. Organizations that take customer insights to heart and are truly customer-centric do very well in these types of awards. Customers are satisfied!
Just to prove that it's not just a fluke Southwest is on top, Jetblue came in second on all the categories too. Jake wrote a post about a week ago talking about a consumer survey conducted about airline customer satisfaction. If you recall, Southwest was the star in that article as well. It's because they take what customers say about topics such as baggage fees to heart. From the looks of it, paying attention to consumer insights and customer opinions seems to be serving them well.
So here's a question, if a consumer satisfaction survey was conducted across your industry, would you win the Readers' Choice Awards?
I think this consumer survey example brings up a point we've made in the past: often when you're the best at one thing that improves customer experiences, you're good at a bunch of them. Think about last bank survey or retail survey results you saw, were the same people at the top?
Bank surveys often put USAA and Wachovia at the top, do you think it's a coincidence they're at the top everytime? It doesn't matter if the survey is measuring customer service satisfaction or overall satisfaction or satisfaction with online bill pay. Organizations that take customer insights to heart and are truly customer-centric do very well in these types of awards. Customers are satisfied!
Just to prove that it's not just a fluke Southwest is on top, Jetblue came in second on all the categories too. Jake wrote a post about a week ago talking about a consumer survey conducted about airline customer satisfaction. If you recall, Southwest was the star in that article as well. It's because they take what customers say about topics such as baggage fees to heart. From the looks of it, paying attention to consumer insights and customer opinions seems to be serving them well.
So here's a question, if a consumer satisfaction survey was conducted across your industry, would you win the Readers' Choice Awards?
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