Good Customer Communication – From the Top
April 9th, 2010
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Today i received an email from the CEO of Qantas apologising about the recent disruptions to their services. Initially i thought i was someone important then i realised it went to all Frequent Flyers. The good news is that this email directly addresses some of the bad press the airline has been receiving. It was good, from a customer perspective, to actually hear from the man at the top and not some PR mouth piece.
Overall this is a great example of using PR and email to directly get to those customers that really matter, the frequent flyer. More companies should use this approach more often. Overall, well done … not just fix the maintenance issues.
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