Envoy Air’s Post

No, it is not #TIFOC Thursday, but a special #TIFOC message.. Today's message is a message from the grandfather of #TIFOC (time in front of customers), Ben. Does anyone remember this commercial? It seems timeless. In the video "The Speech" attached, from United Airlines and made by Leo Burnett, Ben bemoans how his company has lost touch with the customer and utilizes technology as the primary connection to the customer. In the video, the company is fired by a 20 year customer because of the loss of customer centric org and he gives out plane tickets to his team for some good old fashioned TIFOC. Have you lost connection with the customer? Are you committed to TIFOC? Watch and enjoy. #customerfocus #customercentricity #customerfirst #customers

Have you ever wondered which air traffic control center is guiding your personal flight or even your air cargo? I can't imagine a more important showcase of teamwork, working together and communication to ensure smooth transitions than what goes on between the 20 different control centers in this graphic.

This came to my inbox this morning. The message from Ben Minicucci, CEO of Alaska Airlines, highlights many important principles in customer communications, especially in challenging situations. - He was clear, candid, and direct. - He sets clear expectations with explanation - 20% of their fleet is down, there will be some impact. Don't promise hyperbolic things like "we'll meet all your needs." Be realistic. - Do the right thing - ground the fleet fully, no half measures. (In this case the FAA did it anyway, but let's take him at face value that he made that decision independently beforehand.) - Apologize. Own it - this would have been easy to subtly blame on Boeing. He didn't. - He had a great balance of speaking simply in layman's terms, without "dumbing it down." Gave a lot of specifics, but without burying the listener in technical jargon or too much minutiae. - He avoided ambiguous, vague language for the most part, and didn't resort to sound-bite, feel-good messaging. - It's not a short video - makes it feel like he is not just doing this because he has to, or trying to get out as quickly as possible. I've struggled with all of these things at various customer-escalation times in my career. Was good to see a strong example, and break it down. Safe travels, my friends.

Check out this video of JimCo in action: https://lnkd.in/eVUQsuTg

The recent CrowdStrike incident, which stranded thousands of passengers, highlights a concerning trend in airline disruptions. Join industry leaders as they discuss your passenger rights and provide insights on navigating airline scheduling challenges this season. Stay informed and prepared! #AAACorporateTravel #BusinessTravel #CorporateTravel #IndustryTips

Great story here on how Extreme Networks can help modernize your network infrastructure. At blueviolet networks, we value your vision. As a Trusted Technology Partner for over 40 years, vendors like Extreme Networks are hugely instrumental toward the achievement of our corporate objectives, because the technology that we consult on, is only as good as the network it resides on: #studentsafety #schoolsafety #scalability #efficiencies #roi #weaponsdetection #dronedetection #cybersecurity Please allow me the honor to have a conversation with you if these things matter to you.

It was awesome to share a virtual stage with Cory Garner in AmTrav's "NDC in 2024" webinar yesterday. And great job moderating Elliott McNamee! Cory's one of the smartest guys in the industry (What's the saying? He's forgotten more about airline distribution than most of us have ever known?) and it was great to be able to hear his perspective. We covered the basics of what American Airlines, United Airlines, Southwest Airlines, and Delta Air Lines are doing and then spent a lot of time trying to figure out what it all means for the future for airlines, TMCs, travel managers and their companies. We didn't agree on everything and we probably left more questions than answers but, still: if you're a connoisseur of NDC webinars (that's everyone, right?), you can use this link to check it out: https://lnkd.in/dtceZgFz

Is there a difference between luck and risk? It's a close call in my opinion. To get the best out of any decision you first need to figure out which one you are basing your decision on! Shout out to Global Airlines & James Asquith. What a story.

Jamco is in the news! Read this article in @AirlineSupplier to learn why airlines should carefully consider their selection of stowage systems to achieve maximum utility from the scarce available space. https://bit.ly/3W1Kibi