Customer experience is the great leveling field. Any tiny company can step in and completely rebuild an experience that is broken, and they win. It doesn’t matter your size or your legacy. Right now the airlines still have regulation on their side making it hard for newcomers to disrupt and innovate, but newcomers are starting to, and we will only see that eventually companies riding their own coattails will not survive.
Hated industries. You know the ones—the industries that customers avoid dealing with as much as possible. The places customers go out of their way to interacting with and have bad reputations of not treating their customers fairly. Here are the five most hated industries according to customers.
The airline industry is not one that I would called beloved. But for people who live on airplanes, who fly a lot for work or pleasure, it’s worth the investment to spend more on a flight — assuming they can afford it. Because the premium seats are not cheap. But they are better, much better.