Customer Experience

What’s worse than finding out your flight’s been canceled? This flyer will tell you that it’s the long walk all the way back from the gate to the customer service desk at San Francisco International with carry-on luggage and two young kids in tow, just to get her tickets changed. And that’s exactly what she told the call center service rep of the airline she was flying.

A Service Mystery Unsolved

In the meantime, the airline’s Chief Customer Officer was mystified about reports of rising customer complaints at San Francisco International. Without insight into the particular source of their dissatisfaction, he couldn’t take action.

Solution

For the airline’s Chief Customer Officer, the solution was the Clarabridge Content Mining Platform™. By analyzing internal email and call center logs through CMP, the company was able to assemble a much more detailed picture of customer experience at San Francisco. What he discovered was exactly what the customer had reported—that she and many other San Francisco customers had to walk an excessive distance from their gate back to the ticket counter if their flights were delayed or canceled.

Impact

Acting immediately on this customer experience intelligence from Clarabridge, the Chief Customer Officer had portable ticketing kiosks brought to the airport that could be deployed to affected gates quickly to serve affected customers on the spot. This step was widely reported on travel blogs and in the media, enhancing the airline’s image while building customer loyalty.

Even the customer says she will fly with the airline again, now that they’ve gone the distance for her.