Monthly Archives: May 2013

Customer Satisfaction Scores go up in a Big Way when Airline Employees Smile at Passengers

J.D. Power & Associates uses a 1,000 point scale to assess customer satisfaction in the airline industry. According to a recent article by Katia Hetter which was recently posted on cnn.com, “Passengers who are greeted by airline staff with a smile, even infrequently, report satisfaction scores that are 105 points higher than among those who never get a smile. Passengers who report airline staff smiling at them consistently report satisfaction scores that are 211 points higher than those who do not get any airline smiles.” As you can see, the smile is a very powerful business tool and has a major impact on a companies bottom line. It’s a tragedy that more companies don’t understand this.

A High Level of Employee Engagement Results in High Customer Satisfaction Scores in the Airline Industry

According to an article by Katia Hetter, posted on CNN.com, JetBlue Airways ranked first for satisfaction among all North American airlines for the ninth consecutive year. “JetBlue also earned the top score among low-cost carriers for the eighth year in a row. Southwest Airlines was a close second among discount carriers with 770 points to JetBlue’s 787. Airlines are ranked on a 1,000-point scale.” The article went on to say, “Of course it helps to have happy (engaged) employees.” Jessica McGregor who is the senior manager of J.D. Power’s global travel and hospitality practice, was quoted in the article as saying, “One of things we see is that when you see companies that have high internal employee satisfaction (employee engagement), they have high customer satisfaction as well.”
Note: The parenthetical comments in the above post are mine.

J.Crew CEO Speaks out on Productivity

An article by Danielle Sacks in the May 2013 issue of Fast Company magazine includes J.Crew’s CEO Mickey Drexler’s 10 rules for creative success. Mr. Drexler points out that every business could be creative. “I talk to so many people about the lack of creativity in companies in America. Part of creativity is contrarianism. Creativity battles common wisdom. Because if there’s common wisdom, there’s an opportunity. In my own experience, whatever was a good idea was a bad idea to most people.” He also points out that American companies are built to destroy creativity. “If you become the head of a big company today, you’re not the youngest person in the world. You have a contract. You get a jet. You have a huge overpaid salary. You get bonuses. Do you think that CEO is going to screw around with fast, creative change? No. And the board of directors–the last thing they want is someone who’s going to change things. Steve Jobs–he would bet the company, he wouldn’t care. But there are very few people who run companies that way.” These are excellent observations and so true. My new book, The Engagement Formula, shows you how to build an organization that fosters a high level of creativity. www.rossreck.com