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Showing posts from March 6, 2012

Room for service innovation

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Last week I did fly back from India to Amsterdam. And I was surprised by the lack of leg-space. I am not very tall (compared to the youth – 1.88m) and still my knees were in back of the chair in front of me. Stretching my legs was impossible because there was a construction under the chairs preventing this. Sitting in this highly uncomfortable position for more than 8 hours is damaging for your body. That is why I have now severe back pains. This was the case in the flight from Delta as well as the one from KLM. So, these western companies should know what the average length is of their customers. So, they are still putting their drive for profit ahead of customer delight. But they still don't understand that if I am unhappy with the service, I will not buy a flight with their airline the next time. On the short term they have made a profit, but on the long term they loose much more. This is such a simple opportunity for service innovation, just give a few ce