IiFayili zokuPhumela kuqala kwiNgqinquthela yokwaneliseka kwabaPhakathi Gxininisa kwiSwendwe
Akufuneki ukuthetha, kukho igumbi elincinci lokuphucula ukwaneliseka kweziganeko zabagibeli beenqwelo-moya.
Inkampani yophando yehlabathi yemveliso ye-JD Power yenza isifundo sonyaka sogqithiso lwabagibeli kwiinqwelo-moya ze-North America. Isifundo se-North America se-Airline Satisfaction Study senzelwe ukulinganisa ukwaneliseka kwabathengi kubo bonke abathwali abakhulu, ukuphonononga iimpendulo zokuhamba kokuzilibazisa kunye nabahamba ngezoshishino. Ngeentsuku zokuqala zophando lweemakethe zomoya, idatha yaqokelelwa kwinani elincinci labagibeli abazimisele ukugcwalisa-in-bubble ngesandla ngesandla sephepha lokuhlola ukwaneliseka kwephepha lokupapashwa ngexesha lohambo. Ucwaningo olwanelisayo lwe-JD Power luhlangene iimpendulo ezivela kubagibeli ababalelwa ku-11,400 abaye bahamba ngexesha lonyaka lovavanyo.
I-Power Up kwi-Advanced Customer Satisfying Experience Experience
Amandla eMfundo eNyakatho yaseMntla Amerika yokuQinisekisa ukuThuthukiswa koMoya kukuba uvavanya amava othengi abagibeli kwiindawo ezininzi zokuhamba ngokusekelwe kwinqwelo-moya yangoku.
Uphononongo olwanelisayo luthatha umculi uphando ngokusebenzisa amava abo, ukukhangela, ukugibela ibhola, ukuhamba, ukuhlamba, kunye nokubuyiswa kwempahla. Isiphumo soluvo lwenzuliso yintsebenzo yokukhuphisana yamacandelo amabini eemarike eziphambili zee-airline: Iithwali zentambo kunye nabathwali abangezantsi.
Izalathisi eziphambili zithathwa ngokubhengezwa kwabaxhasi , ukunyaniseka kwabaxhasi , ukuphumelela kwamanyathelo okuphuculwa kobungqina , konke okuye kwahlanganiswa ukubonelela ngenjongo yokusebenza komsebenzi wendiza.
Abantu abakwi-Travelers United, inhlangano yokukhuthaza ukuhamba emoyeni inombono wabo ngokuzaneliseka kwabagibeli nokunganeliseki. UCharlie Leocha, umongameli wee-Travelers United, uthi:
"Njengoko iinqwelo-moya zikhononda ukuba abathengi baphatha izihlalo zabo njengempahla, iinqwelo-moya ngokwabo ziyabaphatha abagibeli babo - ngaphandle kweenqwelo ezihamba phambili kunye neklasi yokuqala-njengento yokulayisha imithwalo."
Ukufumana uphando lweemarike kumxhasi kumxhasi kubhekiselele kwezinye iindlela ezingabizi kwaye zilula ukuphucula imbono yabagibeli. Uhambo lwemoya lunokuba luncedo ngakumbi kubagibeli ngokusebenzisa amacandelo ambalwa ezorhwebo lokubamkela izihambi: Amagosa esango loqeqesho kunye nabagadi beentaba ukuze bancumo kubagibeli. Ukunganyanzelisi imirhumo yokulinda abagibeli ukuba bathathe i-flight ephambili ebonisa izihlalo ezikhoyo. Ukuqinisekisa amalungu entsapho ahlala ndawonye kwaye awanakho ukuhlawula abanye ukuba benze njalo. Ezi zonke zilula ngokwaneleyo ukuba zingene kwiinkonzo zamakhasimende zentambo , zishiye umngeni omkhulu kunokwenza utshintsho olufanelekileyo kwimimandla yefowuni nakwiwebhu abahlala besisebenzisa.
Amasebe e-JD Amandla ukuya kuMlinganiselo kunye nokuqinisekisa iiCandelo leeFowuni
Ngo-2004, i-JD Power yaqalisa isisombululo esitsha sesisombululo sezoshishino zabo ezazijoliswe ekudibanisaneni ngqo nabathengi ngamaziko okufowunela. Inkqubo yoQhagamshelwano yeCandelo loQhagamshelwano lenzelwe ukuvavanya umgangatho weendlela zokuhlala zeefowuni kumaziko okufowunelwa kwamashishini, kunye naliphi na i-response response voice (IVR) ngeendlela ezizenzekelayo zokunxibelelana ngee-telephony ezenza iifowuni, kunye neendlela ezisekelwe kwi-web-based self-service amashishini angasebenza. Ngokuchonga nokuhlaziya izinto ezikhethwa ngabathengi ngeefowuni zokunxibelelana kwee-call, i-JD Power iyakwazi ukuncedisa imibutho kwiinkcubeko ezahlukeneyo ukuphucula ukwaneliseka kwamakhasimende ngokusingatha ngokufanelekileyo nangokusebenzayo kweziteshi.
Imithombo:
Elliott, C. (2015, Meyi 15). Ukuba ufuna inkonzo yamakhasimende ahloniphekileyo, yiyo iinqwelo moya eziza kuhamba.
Fortune .
JD Power (2015). Isifundo soKwaneliseka koMoya weNyakatho yaseMerika.