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24/7 Software Blog

Your number one goal is to enhance your customers’ experiences.

Do you agree?

They come to your property and expect to be treated well.

But, you want to exceed their expectations too. It’s in your blood.

You don’t want to settle or be complacent.

You want people to leave your property excited to come back for another round. You want them to want more.

You want them to remember the memories they’ve created here.

But, are you doing everything it takes? Yes, everything.

You’ve invested in important training and team building days for your employees.

You go to all the annual conferences in your industry to advance your knowledge as a proactive leader.

Everyone on your staff is world class.

All the issues and incidents taking place on your property are managed expertly. But, that’s still not enough.

Are you paying attention to the small things? We mean this in the literal sense.

“When it comes to customer satisfaction among airline passengers, Spirit Airlines ranks dead last,” shares Kathryn Vasel in her latest CNNMoney article entitled “America's least favorite airline (hint: it's not United).”

According to Vasel’s article, “For the third year in a row, the ultra-low cost carrier had the lowest score in the travel report from the American Customer Satisfaction Index (ACSI). Spirit scored a 61 on a 100-point scale.”

If you’ve flown with Spirit prior to reading today’s article, you’re probably not surprised.

“Spirit is known for its "bare fares" – cheap tickets that are stripped of any additional amenities. That means passengers will pay for things like printing a boarding pass at the airport or beverages during a flight,” writes Vasel.

From our experience, customer satisfaction goes beyond overcoming nickel and diming your customers.

It involves a complete experience. Agree?

But, according to Vasel, “Spirit said it's made substantial strides in the past year.”

"Spirit's committed to improve its operations and customer service,’ a company spokesman told CNNMoney. ‘Beginning last spring, Spirit initiated a number of programs that have led to major improvements in on-time performance and a 64% reduction in complaints year over year," says Vasel.

Now, that’s better news, right?