Take Flight - Flipbook - Page 4
Establishing a repeatable
customer experience
CUSTOMER FOCUS
There are more than 2,500 air charter operators nationwide, according to
the National Business Aviation Association (NBAA)4. And for the thousands
of consumers who fly privately each year, there are hundreds of variables
that come into play every time they fly. With this many factors, there has
been a void in the private aviation industry when it comes to delivering
consistent, repeatable and extraordinary experiences.
In other industries, companies such as Tesla and Apple have created
consistent customer service by controlling the experience and anticipating
customer needs. The private aviation industry, however, has primarily
been operated on good intentions, tribal knowledge and a “let’s do the
best we can” attitude.
According to Business Jet Traveler’s Fourth Annual Reader’s Choice Survey,
jet card, fractional and charter are ranked between 4.21 and 4.32 out of
5 for customer service5. These satisfaction numbers are not at a level
that other industries would consider to be drivers of customer loyalty.
A study by Spherion states, “Consumers regard customer service as
a top priority when choosing to buy from a brand again and when making
recommendations to friends6.” In fact, one out of three jet card sales
come from Cardholder referrals. Customer service in private aviation
2,965
PUBLIC USE
RUNWAYS7
Hard-surface greater than
4000'
559
COMMERCIAL
AIRLINE
RUNWAYS3
For the most part, Amazon doesn’t
own or produce the products it sells.
Likewise, Sentient doesn’t own the
jets on which its Cardholders fly.
Both companies have a model that
focuses on what they do produce—
a premium customer experience.
Amazon offers the best imaginable
service by surveying customers on
their purchases to ensure quality,
as well as anticipating a customer’s
next purchase. That focus on the
customer experience shows in
ratings like the 2014 Customer
Loyalty Engagement Index where
Amazon ranked in the top 10 brands
that are best at meeting customer
expectations. Like Amazon,
Sentient anticipates its Cardholders’
expectations in order to provide
a seamless experience every time
they fly.
is lagging because the experience is rarely consistent from flight to flight.
Sentient developed its proprietary platform to address this issue.
Sentient Fact:
63,000+
Annual outbound/
inbound calls logged at
the Sentient Command
Center
TAKE FLIGHT
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