Innovation  |  Competition  |  Brand Power  |  Promoter Customers  |  Agile Business  |  Momentum  |  Aligned Team  |  Leadership  |  Customer Centricity
Opinion CX Infrastructure

Singapore Airlines Reveals Continued Investment in CEM Leadership

Singapore Airlines has always been an industry leader in the area of customer experience. Personal experience has shown that, while they don’t always get it right, as a company there is a leadership vision around ‘investing in infrastructure’ to support a CX leadership strategy.

The most recent announcements, including updates about the forthcoming Accenture-led CEM system being built for the airline all point to a consistent belief at two levels:

1. The important of customer experience as a differentiator and source of leadership advantage

2. The belief that strong infrastructure can create opportunities that processes and people management can’t.

Singapore Airlines has always stood out for replacing its in-flight products long before they start falling apart — a market contrast to other leading global airlines. In this case, only a few years after launching their first edition 777 business and first class products, they have already upgraded to new generation which incorporates the latest technology and comfort features.

Equally important is the commitment to deeper systems infrastructure — geared toward empowering team members both on the ground and inflight to deliver a superior and more personalized customer experience. If there’s one thing we can fault Singapore Airlines for its the team’s over reliance on systems to deliver the customer experience. It has however allowed a level of consistency to be developed that most airlines can’t achieve.

Apr 3, 2014 | Original Link

Are You Using These 5 Approaches to Greater Business Agility?

3 Ways to Innovate the Customer Support Side of Your Business

Going From Good to Great on Customer Centricity: 4 Ways Companies are Creating Real Advantage

Using Customer Centric Strategies to Build Business Momentum


Article CX Strategy

It's impossible for companies to focus on the 'easy' market segments (ie. non millenials) and get comfortable with a less than competitive product or service offering. 

theEdit NEWSLETTER latest issues
LATEST ARTICLES strategy, insights, examples
Article CX on Social

The price is very high for falling behind when there’s an evolution going on — it can be extraordinarily bad for your brand.

Connect to Customer Excellence Magazine
Different social platforms ...
varied experiences.

Get a wide perspective on
Loyalty | CX | Rewards | Mobile | Gamification | Omnichannel | VOC
LATEST OPINIONS from our editors

Achieving customer satisfaction has never been more complicated -- with so many generations of customers (Boomers and Gen X, Y and Z).  Throw in a multitude of communications platforms and the problem gets even more complex.

  © 2010-2017 Ideal Path. All rights reserved.