Alaska Air | Fernow Consulting https://fernowconsulting.com Insights, strategies & ideas for world class innovation Mon, 09 Aug 2021 18:54:38 +0000 en-US hourly 1 https://wordpress.org/?v=5.9.13 https://fernowconsulting.com/wp-content/uploads/2021/01/fc-favicon2-150x150.png Alaska Air | Fernow Consulting https://fernowconsulting.com 32 32 Improvising in the Air for a Stellar Customer Experience https://fernowconsulting.com/improvising-in-the-air/ Thu, 21 Mar 2013 23:25:42 +0000 http://fernowconsulting.com/?p=45 I was on Alaska Air, minding my own business, when it became clear to me I was coming down with a bodacious cold. I asked the flight attendant if she could bring me some hot tea, to warm me up. This is what she gave me.

A full 2 liter bottle of boiling hot water, thoughtfully wrapped in several layers of paper towels. I used it to make my drink, and the rest – as you can see – made a perfectly fine hot water bottle. That’s improvisation, and great customer service, from an empowered Alaska Air employee.  Gotta love that.

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