As an update to my previous post, American Airlines and US Airways formally announced their merger. According to our 2012 Temkin Ratings, they are the two worst U.S. airlines in customer experience. US Airways actually holds the bottom spot in our experience, loyalty, forgiveness, and trust ratings. By contrast, the recent merger between Southwest Airlines and AirTran represents a combination of the two top airlines in customer experience.
Does this mean that the merger will create a mega-monster in terms of customer experience? Hopefully not. But I recommend that every member of the newly combined management team focus on all four customer experience core competencies:
- Purposeful Leadership
- Compelling Brand Values
- Employee Engagement
- Customer Connectedness
The bottom line: There’s a lot of work ahead for American Airlines and US Airways