Delta Airlines and Customer Service Case Study by Nicky

This paper discusses the commitment to customer service at Delta airlines.
# 145407 | 1,134 words | 10 sources | APA | 2010 | US
Published on Nov 07, 2010 in Business (Companies) , Business (Marketing) , Business (Consumer Behavior) , Aviation, Aeronautics (General)


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Description:

In this article, the writer first notes that the airline industry in general has suffered a lack of customer service over the last decade due to exceptional economic and environmental forces impacting their ability to perform profitably. The writer points out that Delta's initial strategies of concentrating on cost efficiencies over customer centricity have cost them in customer satisfaction ratings over the last ten years. The writer discusses that instead of becoming as utilitarian in service attitude as many of their competitors however, Delta made the decision in 2006 to concentrate on how to become one of the leaders in airline customer service and earn the trust of customers as a result. Delta's commitment to customer service today often includes the integration of new yet proven technologies to enhance the experiences customers have with them. Due to these factors it is clear customer centricity is inherent in their marketing plans.


Outline:
Introduction
Review of Current State of Customer-Centric Orientation of Delta
Delta Customer Service and Customer Centricity
Identification of Problems or Areas for Improvement
Recommendations to Make Delta More Customer-Centric
Conclusion

From the Paper:

"Instead of becoming as utilitarian in service attitude as many of their competitors however, Delta made the decision in 2006 to concentrate on how to become one of the leaders in airline customer service and earn the trust of customers as a result. Many airlines do not take into account customer service in their core marketing plans. American Airlines has slipped precipitously down in customer satisfaction polls, as has United Airlines. Delta Airlines initiated a re-branding strategy that included the development of entirely new approaches to listening to customers' needs, and integrating them quickly into their service strategies. As a result, Delta has risen in the J.D. Power & Associates rating of airline satisfaction to second place in the latest year's rankings. Delta scored above average on the factors of overall satisfaction, flight reservations & scheduling, check-in process, aircraft interior, boarding & deplaning including baggage handling, flight crew, in-flight services, and cost & fees."

Sample of Sources Used:

  • David Field (2006, August). Trust seeker. Airline Business, 22(8), 48-50,53. Retrieved December 12, 2008, from ABI/INFORM Trade & Industry database. (Document ID: 1124601721).
  • Dan Fitzpatrick (2005). Embattled mainline carriers move to cut costs and fares. Knight Ridder Tribune Business News,1. Retrieved December 12, 2008, from ABI/INFORM Dateline database. (Document ID: 819814151).
  • Garrow, Laurie and Ferguson, Mark (2008). Revenue management and the analytics explosion: Perspectives from industry experts. Journal of Revenue and Pricing Management, 7(2), 219-229. Retrieved December 12, 2008, from ABI/INFORM Global database. (Document ID: 1479596291).
  • Higgins, Kevin T (1996). Flying high. Marketing Management, 5(3), 6-11. Retrieved December 11, 2008, from ABI/INFORM Global database. (Document ID: 10698149).
  • Lisa LaMotta (2006, April). Delta rebranding push takes page from Song. PRweek, 9(17), 3. Retrieved December 11, 2008, from ABI/INFORM Trade & Industry database. (Document ID: 1033197541).

Cite this Case Study:

APA Format

Delta Airlines and Customer Service (2010, November 07) Retrieved June 07, 2023, from https://www.academon.com/case-study/delta-airlines-and-customer-service-145407/

MLA Format

"Delta Airlines and Customer Service" 07 November 2010. Web. 07 June. 2023. <https://www.academon.com/case-study/delta-airlines-and-customer-service-145407/>

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