Originally Posted by
jagmeets
Or..get back to the basics..1) improve the product, 2) incentivise the customers- especially the best ones- to bring business back, and 3) have a leadership that inspires the team. Small bits on all, though admittedly hard-work...harder work than a) changing the menu design and claiming F&B improvements, b) paying a cheap consultant for a bad copy paste job, c) an all hype, no concrete takeaway strategy session
Basically the opposite of what's been going on- cutbacks when competition is improving, kicking the loyal base in the backside, and a leader who inspires antagonism from pretty much all stakeholders, continuing at the helm..
Well that's the customer-friendly way of doing it.
But CX certainly doesn't have to do that. They can cut costs until only the captive HKG O&D passengers' faces turn blue. Ground old and larger aircraft and maximise thin frequency. Optimise fares based on HKG slot hold til our balls are the same colour as our faces. And certainly relegate the "loyal" but captive non-premium frequent travelers back to where CX thinks they belong.
(Anything else they can copy over from BA/IB?)