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External factors can damage our brand, where employees must carry out a good strategy to avoid an image crisis.
A positive shopping experience is of vital importance so that customers bet again to acquire our products or services.
A good service attitude has a direct impact on brand loyalty.
An employee of Aeromexico has shown an attitude of impeccable service before flights retarded of the airline, improving the image of the brand in the eyes of Internet users.
The air transport industry It allows millions of people to enjoy different services through the same solution, both in terms of the import and export of products, as well as the transport of people and even pets; however, taking into account the pandemic, there is still a considerable period of time before revenues in this return to normal.
According to the Statista graph where it shows the annual evolution of the global passenger air transport revenue, during 2021 this industry registered 231 billion dollars (less than half if we buy the 607 billion dollars in 2020); Likewise, information from the World Tourism Organization (WTO) shows that the tourism industry could return to normal, not before 2024, but showing considerable growth compared to the previous year.
Every day that passes population worldwide is once again regaining confidence to travelr, seeking to find in the airlines and flights a good experience that can be recorded in your memory, so the companies developed in this sector seek to offer the best service attitude to continue promoting their economy; however, old problems such as flight delays they remain a constant.
A user on social networks has exposed his case where he was at the airport and encountered a fairly common situation, flight delays; however, he identified an Aeroméxico employee that he was providing a particular service, informing everyone that the flight was delayed and thus avoiding crowds and confusion among passengers, maintaining order between aisles.
If only @Aeromexico give the same service as this employee of yours, Miguel angel Olvera, his name, was all the time announcing the flight was delayed but thanks to that he did not make a mess boarding from cdmx to MTY, he puts a lot of desire and all the attitude #Respect pic.twitter.com/MGHqiEL0BT
— Don B. (@betoball) March 11, 2022
Given this, the user has received the service of this Aeroméxico employee as remarkable in the face of delayed flightsinviting the other members at the airports to take charge of offering this type of service on a constant basis, thus improving the image of the brand, even with the inconsistency presented.
Offering a product, service and value proposition are essential for the success of a brand; however, we have the opportunity to achieve a greater loyalty with our customers if we choose to provide them with a good experience, done where the employees of a company have a direct impact.
The image public of a brand can consist of its respective philosophy that is perfectly described on its website and even within its stores, but this does not work if employees are not promoting its institutional values in practice before consumers.
Deliver positive customer experiences It is of vital importance for them to bet again on acquiring our products or services, a fact that can be achieved through a good attitude. An example of this was shown to us some time ago by the Costco worker, who ran out of the checkout system, but this did not stop him from seeking to make his customers more enjoyable and he began to play with them while the system returned. ; or even those Starbucks workers who ran out of product, but offered the consumer two alternative options, facts where the workers and their ingenuity managed to improve the experience with the brands.
According to the Zendesk Trends report, 57 percent of customers think customer service is one of the main attributes that make you feel loyal to a brandwhere workers play an indispensable element to achieve this.
The fact that the employees of a company show themselves with a good attitude of service, directly benefits the image of a brand in the mind of the consumer.