Delta Airlines – Good Brand Poor Customer Service Experience

Posted on November 25, 2009 WRITTEN BY Hajj E. Flemings
Published in Customer Service Twitter
5 Comments

On Tuesday, November 18th I flew from Detroit, MI to Orlando, FL on Delta Airline and I had a very poor customer service experience. This blog post is not about bashing Delta but about communicating my extreme displeasure as a paying customer. Let me make this disclaimer up front, I have had a positive long-standing relationship with Delta Airline where I am a frequent flyer.

The Brand Experience – Three Important Points

• Touch point – Every person within the organization has to be committed and focused on providing a positive customer service experience.
• Value the Customer – Each person is a brand ambassador and represents the brand and should focus on making the customer feel valued.
• How does your brand respond to a poor brand experience? Every brand will have an opportunity to respond: focus on timeliness, the proper channel, and customer expectations.

After my experience at check-in I tweeted to see if Delta Airlines was listening online it has been 7-days and counting with no response. On the other hand I went online and read how Southwest Airlines responded to a customer in a matter of hours who lost their bags.

Delta_Tweet_web

How important is your brand experience? It is everything. Understand your touch points, value your customers, and respond appropriately.


Published in Customer Service, Twitter
Tagged in Customer Service

Hajj E. Flemings

Author: Hajj Flemings is the founder of Brand Camp University . He has been featured on Fox 2 News (http://bit.ly/Hajj_Fox2News), ESPN.com and BusinessWeek.com on the subject of Personal Branding. His clients include Walt Disney, Ford Motor Company, Skechers Footwear, U.S. Department of Defense (Telecom Division). He has spoken at Iowa State University, Davidson College, University of Michigan and numerous colleges and universities around the nation on personal branding, social media and career development to crowds of 3,500 plus.

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  • http://www.freshpeel.com Chris Wilson

    Hajj,

    I want to commend you for taking this bad experience and turning it into a valuable opportunity to learn from. With these new tools in hand we can sometimes become to quick react and publish a rant before we have time to think everything out.

    To add to your lesson, I think one of the biggest opportunities for brands when it comes to customer service is being responsive. It’s not only about listening and learning from these experiences to improve the way the brand touches customers, but to make them feel acknowledged. Let them know, “We see you. You have been heard.” In this day and age, there is no excuse for not responding or at least acknowledging a negative customer experience after it has been vocalized online.

  • http://www.freshpeel.com Chris Wilson

    Hajj,

    I want to commend you for taking this bad experience and turning it into a valuable opportunity to learn from. With these new tools in hand we can sometimes become to quick react and publish a rant before we have time to think everything out.

    To add to your lesson, I think one of the biggest opportunities for brands when it comes to customer service is being responsive. It’s not only about listening and learning from these experiences to improve the way the brand touches customers, but to make them feel acknowledged. Let them know, “We see you. You have been heard.” In this day and age, there is no excuse for not responding or at least acknowledging a negative customer experience after it has been vocalized online.

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