Data reports that 65% of consumers want companies to improve the digital experience.
42% of consumers have stopped doing business with a company with a bad experience.
89% of companies consider customer experience to be the new competitive battlefield.
The consumer experience is an issue that can cause any type of reaction if a brand does not comply with its users. An example of these reactions was recently recorded by a Volaris user who, upon not receiving a refund from Volaris, decided to destroy the airline’s counter at the Mexico City International Airport (AICM), to the point of being detained by the authorities.
The sum total of all the interactions that a customer has with a brand can be transformed into the customer experience and this can be important, since consumers want to feel connected with their favorite brands, and they want the companies they buy from know and respect them.
Now, taking this definition into account, specialists point out that the customer experience has become the main competitive differentiator of brands today, so companies must ensure that their strategies designed in this sector can offer personalized interactions and pleasant at every point of contact with the customer.
With that, data from Broadridge Financial Solutions Inc. highlighted that more than 69 percent of consumers want retailers to improve their customer experience.
The history
It was through social networks that the case of a woman went viral after causing damage to the Volaris counter at the AICM, for not receiving a refund.
In the video, the woman is seen destroying the computers as “retaliation” after they refused to return her money.
It is worth mentioning that there are many complaints from users of various Mexican airlines due to cancellations and failures in these.
“Don’t give it back to me, but you pay for this,” said the woman identified as María Guadalupe “N” while throwing the airline’s computer equipment to the ground.
It can be seen that, in total, he destroyed at least four computer monitors and a scanner in the viral video.
At this moment, the woman was detained by elements of the Secretariat of Citizen Security of Mexico City (SSC-CDMX) and referred to a Public Ministry to determine her legal situation after destroying the private assets of the airline.
Loses flight and self-control:
It is Maria Guadalupe (56). Demanded reimbursement to @viajavolaristhey denied it and attacked employees in @AICM_mx.
She destroyed 4 monitors and scanners, for which she was arrested. pic.twitter.com/hZHa5NDd1n
– Antonio Nieto (@siete_letras) July 5, 2023
Likewise, it was announced that, according to what was reported by the security corporation of the capital, an airline worker was the one who notified the attack and the destruction of the equipment, for which the elements of the SSC-CDMX they proceeded to finalize the capture of the traveler. As well, the moment was recorded on social networks, where the woman is seen committing the crime.
It is not the first time that a traveler is recorded on video causing destruction against an airline. It happened last November when a woman attacked Emirates airline employees after missing her flight to Qatar at the Mexico City International Airport.
On that occasion, the aggression was also registered on social networks, where the passenger went to the restricted area of the service desks, hitting one of the employees and tearing an electronic device off the desk until she threw it.
And this is how good customer service is one of the important keys that a brand or company must provide its consumers, but also people must be educated to treat the employees who are serving them in a good way.
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