![]() To combat this, Delta's strategic partnerships with TSA and continuous enhancements to the popular Fly Delta app have illustrated the airline’s investment in a seamless check-in experience. Just as important is getting through security and to the gate on time, he said, which can be the most stressful part of flying. Todd cited effective, transparent communication with customers as one of the most important ways Delta can make the entire travel experience seamless. “You can't really see it, but when you're part of the Delta experience, you feel it.” Besides the operational reliability, I think one of the things is really the people here,” Todd said. “One question I’ve been asked during my time here is what keeps me coming back. They believed others at Delta would be amazed to see what he has accomplished and would integrate his perspective into their own work.Ī Delta Flight Museum employee walks Todd O., Delta's most frequent flyer, through the aviation capsule collection featuring founder C.E. and Chief Customer Experience Officer, and other senior leaders appreciated hearing his perspective. He took the opportunity to encourage those he met to focus on consistency in the things the airline does well and offered feedback on areas of opportunity.Īllison Ausband, E.V.P. And that means Todd is a wellspring of knowledge and experience for a company that prides itself on listening to customer feedback.ĭelta recently welcomed Todd to its global headquarters in Atlanta not just for a special tour to learn more about how the airline runs – including a go in the flight simulator and a peek at flight attendant training – but to deliver his perspective to everyone from frontline managers to senior leaders. He’s a self-proclaimed av geek with nearly 40 years of experience flying on Delta jets – more than many of the airline’s own employees. In fact, he has over 14 million miles to prove it.
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