CHAPTER 9

Building a Culture of Empowerment and Connection

I recently arrived at the airport a bit early to check in for a flight and was chagrined to see that it was running over two hours late. There was no earlier flight, and I expressed concern about being late for a meeting. The counter agent looked at his computer and, without missing a beat, said, “You’re a good customer. Let me see if I can get you on another flight that’s running on time.”

He then handed me a boarding pass for a competitor’s flight. This did not immediately help his airline’s revenue stream, but it certainly reinforced my loyalty to it. The agent’s short-term investment bought a lot of goodwill and positive WOM.

This chapter addresses how to create a culture in which ...

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