Chapter 4 Customer Value Starvation
Air India, Whither Goest Thou, and Tata: How to Create Value
My first trip with Indian Airlines was around 1954 in a Dakota DC3, and with Air India in 1968, on the much-heralded Boeing 707.
Since then, I have been an Air India fan and a loyal customer. Not to say I did not have some bad experiences, but many more were good. For instance, there was the time we were held up in Paris for a day to change engines and Air India took wonderful care of us (got us great rooms, transportation, and meals and had good updates on the plane departure) or the time the stewardess sat with my wife who was travelling alone because our small child would not stop crying. Or when Indian Airlines ...
Get Creating Value for Leaders now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
