How brands like Singapore Airlines and Emirates win your heart? It’s in the eyes…
I recently traveled First Class on Singapore Airlines from Singapore to Los Angeles. And then traveled Business Class on Emirates, from Singapore to Dubai.The former has been a dream for some time, and I was keen to learn what the real difference was. Alas, it was quite simple.
In both the flights, I felt a distinct connection with the flight crew that was serving me. I kept wondering why that was. The difference was eye contact. In Singapore Airlines, each time the Singapore Girls spoke to me, they kneeled down, looked at me at eye-level and then spoke. In Emirates, while the flight attendants didn’t kneel down, they always looked me in the eye when speaking with me or passing me something. And coupled with a smile, it was always heartwarming. Even the smallest of interactions were a pleasure.
Quite simple isn’t it? It doesn’t cost anything to smile, and while it might take some time to kneel, it creates a lasting impression. One that often drives brand loyalty. Hence, it’s worth it.
What do you think? Why aren’t more airlines using more such gestures that hardly cost anything, to win over hearts and wallets? Let’s discuss here, and on Twitter (@simpliFlying)