A few days ago, I had a flight from Singapore to Bali. I already knew from other business travelers that Asia’s budget airlines are regularly not on time! So it was not a surprise to me when our pilot informed us about a delay of 40 minutes. Usually, you hear an apology, and that’s all. AirAsia did it differently and surprised the passengers with a live concert. One of the flight attendants played guitar and entertained us for around 30 minutes (watch the video), and the delay was not an issue anymore. That is an excellent example of how a company can turn a weakness into a positive customer experience. Maybe you cannot eliminate the weaknesses of your company in short term, but you can try to find creative ways to transform them into a good experience for your customers.
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