I have recently returned from three weeks of sun and scenery in the USA, as part of my travels I took a couple of internal flights, on Delta Airlines to transport me in and out of Salt Lake City, my starting point, then travelling up through Idaho into Yellowstone National Park.
So for those in the know…The Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano.
Kano informs us that customers are always looking for their needs to be fulfilled and certain features if provided can “delight” customers and generate both loyalty and that word of mouth experience that drives sales and beyond. He also adds caution that you also have to get the basics right and standard performance is expected
So in an example, it’s no good having a chocolate on your hotel pillow if the sheets are ripped and the wifi is so slow, you think you’ve gone back to dial up!
Anyway, back to Delta Airlines.
Their app was a dream and I managed to book everything very easily and I had all the details on my phone, plus when I arrived at LAX, I had a “nudge” from my Apple watch, sent from the app, to tell me where to find the bag drop. It also told me the wait time, which wasn’t great news as it was the 4th July weekend, but comforting, no less.
So once I had dropped off the bags, the tracking number loaded to the app and I didn’t need the little receipt, so one less thing to keep safe.
So here’s the extra delighter, although I’m easily pleased. My Apple watch gave me a nudge about 20 minutes later and I had a message from Delta, that my bag had been loaded safely aboard the plane! How cool was that!
So the flight was smooth and even though this was only a short domestic transfer, they had the full size touch interface screens at each seat and you could watch the latest movies or TV at no cost!
The final touch was whilst coming off the plane at SLC, my watch gave me a nudge again, and told me that my bag was safely in Salt Lake City and I’d find it on bag carousel #4…totally Awesome and a sense of relief combined…what excellent customer service!
By the way, Yellowstone was awesome too!
