Companies spend millions of dollars in an attempt to make the customer experience better only to find out that they missed them mark once again. Many of them fail to realize unless you make the employees happy you will never make the customers happy. Delta Airlines figured this out and achieved some remarkable results. Take a look at this excerpt from the article With more cash in hand, airlines are splurging on better service for passengers by Scott McCartney of The Wall Street Journal.

“Having better morale among employees really helps the operation,” says Jim Whitehurst, Delta’s chief operating officer. One example he cited: Delta put flight attendants in new uniforms last year hoping to improve morale. Indeed, the company found that after donning the new uniforms flight attendants treated customers better. Customer complaints dropped by half.”

What are your thoughts?

Michael D. Brown
http://www.themichaeldbrown.com

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