Comments on: Best lessons in customer service for airlines from Ritz-Carlton http://simpliflying.com/2008/best-lessons-in-customer-service-for-airlines-from-ritz-carlton/ Helping airlines & airports engage travelers, profitably Sun, 22 Apr 2012 04:02:10 +0000 hourly 1 By: Weekly Update – 1/17/11 | CNMT Connect http://simpliflying.com/2008/best-lessons-in-customer-service-for-airlines-from-ritz-carlton/comment-page-1/#comment-4649 Weekly Update – 1/17/11 | CNMT Connect Tue, 18 Jan 2011 07:08:25 +0000 http://simpliflying.com/?p=90#comment-4649 [...] Beyond being dazzled by extravagant luxury and killer views, I was really impressed by the attitude of the mentors who spoke with us. They clearly take enormous pride in their work and share a commitment to top-quality service. [...] [...] Beyond being dazzled by extravagant luxury and killer views, I was really impressed by the attitude of the mentors who spoke with us. They clearly take enormous pride in their work and share a commitment to top-quality service. [...]

]]> By: Weekly Update – 1/17/11 | CNMT Connect http://simpliflying.com/2008/best-lessons-in-customer-service-for-airlines-from-ritz-carlton/comment-page-1/#comment-4648 Weekly Update – 1/17/11 | CNMT Connect Tue, 18 Jan 2011 07:07:23 +0000 http://simpliflying.com/?p=90#comment-4648 [...] mentors who spoke with us. They clearly take enormous pride in their work and share a commitment to top-quality service. This commitment to quality and professionalism is why I am so excited about our students having [...] [...] mentors who spoke with us. They clearly take enormous pride in their work and share a commitment to top-quality service. This commitment to quality and professionalism is why I am so excited about our students having [...]

]]> By: SimpliFlying » Blog Archive » What lessons can airlines learn from Starbucks about branding? http://simpliflying.com/2008/best-lessons-in-customer-service-for-airlines-from-ritz-carlton/comment-page-1/#comment-281 SimpliFlying » Blog Archive » What lessons can airlines learn from Starbucks about branding? Wed, 20 Aug 2008 17:52:10 +0000 http://simpliflying.com/?p=90#comment-281 [...] - and when you think of the most memorable brands in the world, Starbucks ranks right at the top. Like Ritz-Carlton, Starbucks can offer key lessons in branding to airlines, many of which often don’t cost a [...] [...] – and when you think of the most memorable brands in the world, Starbucks ranks right at the top. Like Ritz-Carlton, Starbucks can offer key lessons in branding to airlines, many of which often don’t cost a [...]

]]> By: Ben http://simpliflying.com/2008/best-lessons-in-customer-service-for-airlines-from-ritz-carlton/comment-page-1/#comment-246 Ben Mon, 28 Jul 2008 03:22:00 +0000 http://simpliflying.com/?p=90#comment-246 While the Ritz-Carlton has an excellent credo, it needs to be translated into tangible actions. My experience with 3 different RC properties in a span of 6 months is indicative that the RC group is really losing its touch. Beyond carrying the card and training the staff, it is about identifying staff that believe in the credo. It's even more unfortunate that the man who developed this credo for the RC eventually left it to start his own chain of hotels. That is something to await as his property opens in Singapore in a couple of years time. The RC has become a failing textbook case study. While the Ritz-Carlton has an excellent credo, it needs to be translated into tangible actions. My experience with 3 different RC properties in a span of 6 months is indicative that the RC group is really losing its touch. Beyond carrying the card and training the staff, it is about identifying staff that believe in the credo. It’s even more unfortunate that the man who developed this credo for the RC eventually left it to start his own chain of hotels. That is something to await as his property opens in Singapore in a couple of years time. The RC has become a failing textbook case study.

]]> By: Air New Zealand’s in-flight concierge has all the answers in the air | SimpliFlying http://simpliflying.com/2008/best-lessons-in-customer-service-for-airlines-from-ritz-carlton/comment-page-1/#comment-245 Air New Zealand’s in-flight concierge has all the answers in the air | SimpliFlying Mon, 28 Jul 2008 02:57:21 +0000 http://simpliflying.com/?p=90#comment-245 [...] Best lessons in customer service for airlines from Ritz-Carlton [...] [...] Best lessons in customer service for airlines from Ritz-Carlton [...]

]]> By: Zoe http://simpliflying.com/2008/best-lessons-in-customer-service-for-airlines-from-ritz-carlton/comment-page-1/#comment-241 Zoe Fri, 25 Jul 2008 12:28:44 +0000 http://simpliflying.com/?p=90#comment-241 You mentioned that many airlines are blaming their woes on fuel prices.. But it is a fact that they are struggling due to rising fuel prices? Especially for discount airlines like Southwest, where the very reason why they exist is because of its low prices... And I think they are as efficient as they can be to keep other costs down already. Since they created their very own market, with a total different target group of consumers (compared to major airlines).. They might very well kill the market just by raising prices to accommodate for the fuel hike.. (although they still have a shelter for 3 years because of their fuel hedges) What do you think? You mentioned that many airlines are blaming their woes on fuel prices.. But it is a fact that they are struggling due to rising fuel prices? Especially for discount airlines like Southwest, where the very reason why they exist is because of its low prices… And I think they are as efficient as they can be to keep other costs down already.

Since they created their very own market, with a total different target group of consumers (compared to major airlines).. They might very well kill the market just by raising prices to accommodate for the fuel hike.. (although they still have a shelter for 3 years because of their fuel hedges)

What do you think?

]]> By: Prajakta http://simpliflying.com/2008/best-lessons-in-customer-service-for-airlines-from-ritz-carlton/comment-page-1/#comment-238 Prajakta Sat, 19 Jul 2008 16:15:38 +0000 http://simpliflying.com/?p=90#comment-238 Great article that connects textbook concepts to the real world scenario. Great article that connects textbook concepts to the real world scenario.

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