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I just read an article in a Peppers & Rogers newsletter mentioning the work of Alaska Airlines to improve the customer experience and how this year they made a profit (amazing in airlines). And I read this perfect quote I had to share:

“In an interview with the Seattle Times on February 27, Chairman Bill Ayer spoke of the importance of customer value. ‘From a customer standpoint, we’ve got to hit the mark in terms of customer value,’ he said. ‘You think about the industry, everybody else can buy the same airplanes, they can go to the same airports, have the same gates and all that. The difference is people.’ ”

That is it – you can really make a difference in the service you provide. The interaction of your employees with customers is where you can make a profit, you can make a difference and stand out from your competition. (Southwest Airlines is another example of that.)

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