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@ FDOS_UK – 24/09/2015 08:49 BST
1 – if you position yourself as a premium brand, the aim should be zero defects
But, let’s be truthful here, I don’t really believe that IAG’s accountants (the customer service & marketing functions were dissolved a long time ago…) understand the concept of a “premium brand”. Which is why they have pitched themselves resolutely at “average plus” within the legacy carriers: they can price and deliver accordingly.
Maybe it’s just that we, as punters, have yet fully to catch on to this and persist with complaining in the vein hope that they’ll up their game… Personally, I am prepared to pay a certain % over cattle class for a product that is a certain % better than cattle class. On the basis of their financials, I cannot be alone in that. If I wish to push the boat out, I will indulge myself on CX…