DEPARTMENT SPOTLIGHT | Experience

Prioritizing the customer experience is essential for driving business success, fostering loyalty, and creating a positive brand image. The customer journey crosses over all areas of our business, which means we all have a role to play. So why is focusing on the Customer Experience so important?

Customer Satisfaction: A positive customer experiencel eads to higher satisfaction levels, which in turn makes customers more likely to recommend our company to others.

Loyalty and Retention: Great customer experiences foster loyalty, encouraging customers to stick with a brand over competitors. Retaining existing customers is often more cost-effective than acquiring new ones.

Brand Differentiation: In competitive markets, CX can be a key differentiator. Companies that prioritize CX can stand out and attract more customers.

Increased Revenue: Satisfied customers are more likely to make repeat purchases and spend more over time, contributing to an increase in overall revenue.

Positive word-of-mouth: Customers with great experiences will likely share their stories with friends and family, leading to new customer acquisition.

Valuable Feedback: Focusing on CX allows us to gather insights and feedback to help with service improvements and the right products on our aircraft.

Enhanced Brand Image: A strong commitment to customer experience enhances brand perception, improving trust and credibility in the marketplace.

Adaptability to Change: Listening to customer feedback and focusing on their experience can help businesses stay flexible and adapt to changing market demands and customer preferences.

Each year, we send a Customer Survey to our Managed Owners and Fractional/EMBARK customers. This happens at the end of October. The overall feedback gives us a NetPromoter Score (NPS), considered a ‘health barometer’ for our customers. This year, we scored a combined 68, which is excellent. Some of the comments in the survey – “keep providing great service,” “hard to improve on excellence,” and “Airshare is the best; it’s all 100%.” Although we are doing well, we still want to continuously improve. Last week, a cross-section of our leaders came together to discuss our current customer experience and brainstorm how to raise the bar to the next level. Each group was given a different part of our Customer Journey to discuss and present their ideas back to the team. The team then voted on what suggestions would most positively impact our customer experience. Please take a look at the graphic at the bottom. So, as we head into 2025, we have the start of our Customer Experience Strategic Plan.

A heartfelt thank you to everyone. You all work tirelessly to look after our customers and owners. THANK YOU!