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優質服務與標識設計才會創造客戶忠誠度
Post by hotelvi, 2018-3-5, Views:優質服務與標識設計才會創造客戶忠誠度。前面我也提到,你下機后,航空公司是不管你的死活的,那么你在飛機上時,他們會照顧你嗎?
我這兒講的不僅是那愚蠢的游泳衣(有看到船帶降落傘的嗎?)。有一次暴風雪,西北航空公司把乘客囚困在機艙內達七個小時之久,用滑梯讓乘客撤離是要花錢的,這個我明白,但是西北航空公司竟然趁火打劫,向饑餓的囚徒收取壟斷價格的餐食飲料費,乘客忍無可忍,群起反抗,將餐食飲料分搶一空。這個我就不明白了,為什么花幾百萬美元做廣告,然后卻冒著負面宣傳、惡劣影響的風險去多賺幾百美元?西北航空公司并不是特例,越來越多的空中沖突事件被認為是公共文明退步的表現,在某種程度上這也許是航空公司公共文明退步的表現吧?
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