Comments on: How Singapore Airlines converts the biggest critics into its strongest brand advocates http://simpliflying.com/2009/how-singapore-airlines-converts-the-biggest-critics-into-its-strongest-brand-advocates/ Helping airlines & airports engage travelers, profitably Sun, 22 Apr 2012 04:02:10 +0000 hourly 1 By: Klantenservice « Nina´s communicatie http://simpliflying.com/2009/how-singapore-airlines-converts-the-biggest-critics-into-its-strongest-brand-advocates/comment-page-1/#comment-4996 Klantenservice « Nina´s communicatie Sun, 17 Apr 2011 19:59:31 +0000 http://simpliflying.com/?p=1211#comment-4996 [...] voorbeeld gaf ik Singapore Airlines, naar aanleiding van dit stuk. Singapore Airlines heeft naar mijn idee het idee van empowerment heel goed toegepast: [...] [...] voorbeeld gaf ik Singapore Airlines, naar aanleiding van dit stuk. Singapore Airlines heeft naar mijn idee het idee van empowerment heel goed toegepast: [...]

]]> By: Turning brand bashers into brand loyalist in 5 easy steps | Ambitions of a Writer http://simpliflying.com/2009/how-singapore-airlines-converts-the-biggest-critics-into-its-strongest-brand-advocates/comment-page-1/#comment-4636 Turning brand bashers into brand loyalist in 5 easy steps | Ambitions of a Writer Thu, 13 Jan 2011 16:11:19 +0000 http://simpliflying.com/?p=1211#comment-4636 [...] Fix the problem. Singapore Airlines follows a simple set of rules to fix customer complaints: If it’s simple, give it to the customer. If the thing that was [...] [...] Fix the problem. Singapore Airlines follows a simple set of rules to fix customer complaints: If it’s simple, give it to the customer. If the thing that was [...]

]]> By: Shashank Nigam http://simpliflying.com/2009/how-singapore-airlines-converts-the-biggest-critics-into-its-strongest-brand-advocates/comment-page-1/#comment-4635 Shashank Nigam Thu, 13 Jan 2011 06:28:50 +0000 http://simpliflying.com/?p=1211#comment-4635 Great to hear! Great to hear!

]]> By: Robert W Mann http://simpliflying.com/2009/how-singapore-airlines-converts-the-biggest-critics-into-its-strongest-brand-advocates/comment-page-1/#comment-4634 Robert W Mann Thu, 13 Jan 2011 05:50:46 +0000 http://simpliflying.com/?p=1211#comment-4634 Etihad takes the same approach to elegantly resolving service failures. It works. Etihad takes the same approach to elegantly resolving service failures. It works.

]]> By: Angry Customers Are Gifts | The Financial Brand: Marketing Insights for Banks & Credit Unions http://simpliflying.com/2009/how-singapore-airlines-converts-the-biggest-critics-into-its-strongest-brand-advocates/comment-page-1/#comment-4631 Angry Customers Are Gifts | The Financial Brand: Marketing Insights for Banks & Credit Unions Mon, 10 Jan 2011 20:10:31 +0000 http://simpliflying.com/?p=1211#comment-4631 [...] at Singapore Airlines, it is a practice to take special care of a disgruntled passenger, ensuring that he is a convert by the end of the brand [...] [...] at Singapore Airlines, it is a practice to take special care of a disgruntled passenger, ensuring that he is a convert by the end of the brand [...]

]]> By: it’s a bird! it’s a plane! no! it’s a… hostel?! in technology on twistr | a world of lesser foolishness http://simpliflying.com/2009/how-singapore-airlines-converts-the-biggest-critics-into-its-strongest-brand-advocates/comment-page-1/#comment-2556 it’s a bird! it’s a plane! no! it’s a… hostel?! in technology on twistr | a world of lesser foolishness Mon, 27 Jul 2009 11:32:02 +0000 http://simpliflying.com/?p=1211#comment-2556 [...] How Singapore Airlines converts the biggest critics into its strongest brand advocates (simpliflying.com) tagged with: Airline    Bunk bed    Hostel    Jumbo Hostel    Singapore Airlines    Swedish language    Travel    Window blind [...] [...] How Singapore Airlines converts the biggest critics into its strongest brand advocates (simpliflying.com) tagged with: Airline    Bunk bed    Hostel    Jumbo Hostel    Singapore Airlines    Swedish language    Travel    Window blind [...]

]]> By: How Singapore Airlines converts the biggest critics into its strongest brand advocates « BIB Spring Blog http://simpliflying.com/2009/how-singapore-airlines-converts-the-biggest-critics-into-its-strongest-brand-advocates/comment-page-1/#comment-2170 How Singapore Airlines converts the biggest critics into its strongest brand advocates « BIB Spring Blog Thu, 28 May 2009 19:04:40 +0000 http://simpliflying.com/?p=1211#comment-2170 [...] critics into its strongest brand advocates Posted on May 6, 2009, 8:52 pm, by Shashank Nigam 9 comments [...] [...] critics into its strongest brand advocates Posted on May 6, 2009, 8:52 pm, by Shashank Nigam 9 comments [...]

]]> By: Ian Whittaker http://simpliflying.com/2009/how-singapore-airlines-converts-the-biggest-critics-into-its-strongest-brand-advocates/comment-page-1/#comment-2046 Ian Whittaker Mon, 11 May 2009 18:54:34 +0000 http://simpliflying.com/?p=1211#comment-2046 Hi Shashank, Simple really, as you know, treat someone right (because it's the right thing to do) and they will be happy with your service, things go wrong in life, it's how you deal with them. Deal with them right and the customer will sing your praises, use you again and refer you to others. A good book is 'how to win customers and keep them for life' by Michael LeBoeuf. Kind regards Ian Hi Shashank,

Simple really, as you know, treat someone right (because it’s the right thing to do) and they will be happy with your service, things go wrong in life, it’s how you deal with them. Deal with them right and the customer will sing your praises, use you again and refer you to others. A good book is ‘how to win customers and keep them for life’ by Michael LeBoeuf.

Kind regards

Ian

]]> By: Spectra Nova http://simpliflying.com/2009/how-singapore-airlines-converts-the-biggest-critics-into-its-strongest-brand-advocates/comment-page-1/#comment-2045 Spectra Nova Mon, 11 May 2009 18:51:25 +0000 http://simpliflying.com/?p=1211#comment-2045 Great Lesson! That's what a response attitude and a tremendous sense of empathy achieves Great Lesson! That’s what a response attitude and a tremendous sense of empathy achieves

]]> By: George Wu http://simpliflying.com/2009/how-singapore-airlines-converts-the-biggest-critics-into-its-strongest-brand-advocates/comment-page-1/#comment-2041 George Wu Mon, 11 May 2009 18:31:29 +0000 http://simpliflying.com/?p=1211#comment-2041 There is a strategic marketing aspect to this as well. Beyond just providing better customer service, there's an old maxim that converting your harshest detractors into satisfied customers creates your strongest promoters. It's often tough to justify the return on investment of doing so with every one of your critics, but it can sometimes be done at reasonable cost. You see this in your article - Singapore Airlines trains it's staff to compromise in complicated situations. So they sky is not the limit. Clearly Singapore Airlines is thinking smart not just about providing good customer service, but about taking advantage of bad situations to create good will. That sometimes it's not just about making the disgruntled customer shut up and go away is something all businesses need to keep in mind. There is a strategic marketing aspect to this as well. Beyond just providing better customer service, there’s an old maxim that converting your harshest detractors into satisfied customers creates your strongest promoters. It’s often tough to justify the return on investment of doing so with every one of your critics, but it can sometimes be done at reasonable cost. You see this in your article – Singapore Airlines trains it’s staff to compromise in complicated situations. So they sky is not the limit.

Clearly Singapore Airlines is thinking smart not just about providing good customer service, but about taking advantage of bad situations to create good will. That sometimes it’s not just about making the disgruntled customer shut up and go away is something all businesses need to keep in mind.

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