Airlines Coaching Personalization 
Beyond Philosophy
APRIL 15, 2019
We spoke with Marilyn Suttle, a conference speaker, and three-time best-selling author and coach, on a recent podcast. Singapore Airlines, which has been consistently voted one of the top airlines in the world, has a strong customer service culture. Communication is critical for achieving both personal and sales goals.
ShepHyken
MAY 12, 2017
Our personalities in great part determine how we influence the people around us. I have always coached leaders, that when they lead, they need to have some rebel in them. The best leaders coach and guide their people to empower them, instead of fixing their people, which actually disempowers them and comes across as arrogant.
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SharpenCX
JANUARY 15, 2020
First up: Alaska Airlines. Alaska Airlines has been steadily climbing on the ACSI Index since 2015. And last year, they were the only airline to push past the 70 th percentile, reaching 80% satisfaction and nabbing the number one Customer Satisfaction score in the industry. There’s a lot to love about Alaska Airlines.
CX Global Media
JUNE 22, 2017
In 1981, Jan Carlzon became CEO of the faltering Scandinavian Airlines. Each person interacting with a customer must be aware (and prepared) to fulfil the awesome responsibility. At any given time, the one person with whom your customer is interacting can define the organization as a whole. Who is Jan Carlzon? Click to Tweet.
Steve DiGioia
JANUARY 11, 2016
Just ask the airline and retail industries if holidays are days that “we all should be off”. Of course employee number 2 will never fully explain the facts of his termination or that he has received numerous coaching sessions and other opportunities to address his job performance that ultimately led to his dismissal.
C3Centricity
SEPTEMBER 12, 2016
You could take the luxury coach service from Puno to Cusco and arrive four hours earlier. They rely primarily on coach services between the major cities, but they are unlike anything I’ve seen anywhere else around the world. Meal service is a three-star affair, not the snacks that most airlines offer today.
CX Accelerator
APRIL 30, 2018
It takes a special type of person to handle the type of pressure and stress that comes with a CSR career. Do you ever find yourself asking, “Does this person really exist?” This concept was first introduced by Scandinavian Airlines president Jan Carlzon in the 1980s. Then come talk to me. If so, you’re not alone.
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