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Written by: Julie Weed
Delta Air Lines started reinvesting two years ago to update its 50 Delta Sky Clubs around the world, 47 of which are in the United States. The changes include redesigned food displays, relaxing background music and a signature scent in the lobby, said Marc Ferguson, general manager of the Delta Sky Club Experience, who is helping reimagine the lounges.
“We’re in a place where we can reinvest in the customer experience from ticket purchase to arrival at the destination,” said Anthony Black, a Delta spokesman.
Customer Experience is the primary source of competitive advantage for airlines.
J.D. Power's North America Airline Satisfaction study shows that "the carriers most focused on providing a pleasant experience are being rewarded with higher customer satisfaction and loyalty." And Temkin's Experience Ratings also highlight the importance of customer experience, rating airlines according to three criteria: success, effort and emotion, which measures how consumers feel about their interaction with the airlines. Want travelers to feel better about their interaction with your airline? Add scent to the lobby or club and give your customers a comforting and relaxing experience.