It isn’t nice, but I rarely stay on the line to answer the “brief” surveys that companies ask you to take after speaking to a customer service representative. Usually, the survey isn’t so brief and it’s tedious to respond to ranking questions.
But, on a recent call to Delta Airlines, I was asked to answer one question. I was intrigued — what was the question? — so I stayed on the line and it was this: “Would you hire the last person you spoke to at Delta Airlines?” Read More→
If you’ve read my blog for any length of time, you’ll know that until last year I was a dyed-in-the-wool New Yorker. There are things that make New York unique, such as the Statue of Liberty, the New York Yankees — and Jewish delis: Katz’s, the Carnegie, and the 2nd Avenue Deli, to name just a few.
The are renowned for the lines of customers waiting to order pastrami on rye, please, or a bagel with a schmeer (cream cheese). But what distinguishes these delis is an intimate knowledge of their customers. They know who their customers are and what they want. Read More→
Imagine my surprise as I was about to take my seat on a Delta flight yesterday and walked by “Economy Comfort” seats in the first couple of rows in the economy section. The words were spelled out in large letters on the front of each seat back.
My first thought was, is my seat in the “Economy Uncomfortable” section of the plane?
Delta Has a Branding Problem
What about my comfort?!
Who on earth thought up this name for seats that give you 4 inches more leg room and 50 percent more recline? Over the years airlines have developed various seat configurations and classes of travel — first class, business and economy — to satisfy customers and rake in more money.
But it sends the wrong signal to the passengers in regular economy that they are headed to a seat for a cramped and uncomfortable ride.
Reader reviews are generally positive about these seats (on Delta and partner KLM), but passengers have an expectation of comfort, without having to pay extra for it.