Motivforce recently undertook a study looking at the most appropriate and effective way to respond to a B2B Loyalty Program participant’s feedback – particularly in the social media environment but with direct implications to contained environments. The results revealed that the most effective response is when help desk employees put themselves in the shoes of the customer before they respond.
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At Motivforce R&D we are all doctors. Not the kind you turn to when somebody on a flight is having a heart attack (although we do get asked sometimes!). We are pretty useless at saving people. We probably could tell you though what the impact of such an incident would be on passenger satisfaction or how it affects the airline’s brand equity. This is useful when you work for a loyalty marketing company.