Last update: 07-Dec-2013 3:12 am
Saturday, December 07, 2013
Trinidad & Tobago Guardian Online
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To build a business, first build loyalty
Q: How do you build a company culture based on customer service?
I have been thinking about that question quite a bit this past week, partly because of a recent New York Times article about one of our airlines, Virgin America, describing what some see as a tension between making profits and creating a company that people love.
Virgin America has just turned 6 years old, and over that time we’ve put a lot of thought and effort into making flights enjoyable, while almost all of our competitors have focused solely on their bottom line.
As a result, our airline has established a loyal following in a very tough market. Matt Richtel, the reporter, pointed out that a Consumer Reports survey found that respondents ranked us first in a list of airlines; in fact, the customer satisfaction scores were some of the highest seen in years.
Essentially, Richtel looked at Virgin America startup finances in terms of when the company will start working for its investors. We are confident that it will. That’s because the question he was essentially asking was: Do you sometimes have to choose profit over good service?
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