Customer Experience Is the New Customer Service
Skift Take
Customer experience requires deeper thinking about the guest or passenger, which is why when it's done right it makes such a strong impression.
When customer service is done exceptionally well, it's in part due to the predictive skills of the particular customer service representative. It's like a game of checkers: understanding fairly predictable outcomes and always trying to think a step or two ahead.
Note: This is an excerpt from The Versus Issue, the second print magazine from Skift.
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Customer service exists to help alleviate friction. Need help with a booking decision? Had a disrespectful flight attendant? The feedback channels for companies to deal with this friction may have become more complicated thanks to social media, but generally speaking, the operational proto
