The Edge of Service® Newsletter, Issue 16: Four Levers in Innovation in Customer Experience

I’m writing this from an eastbound Delta flight, 37,000 feet over northwest Colorado. The onboard wireless service, provided by Gogo, is enabling me to track flight progress and catch up with some research and email.

Gogo is, as of this past week, being sued by one of the airlines for “slow service.” The suit claims that better technology from another provider enables quicker transmission speeds, giving the carrier an “out” to their contract. (Gogo says it is also improving technology and deserves the chance to respond.)

While I don’t care for lawsuits as a way to resolve disagreements, I find myself amused. My, how long ago was it that we came to expect wireless—fast wireless—on flights? This is just one example of how quickly customer expectations evolve….Read more.

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