E6S-113 Customer Journey and Experience Part 2- De-United, but Maybe There's Hope

Intro:  Welcome to the E6S-Methods podcast with Jacob and Aaron, your weekly dose of tips and tricks to achieve excellent performance in your business and career.  Join us as we explore deeper into the practical worlds of Lean, Six Sigma, Project Management and Design Thinking.  In this episode number 113, Aaron continues to cry about his United experience, and as usual, Jacob paints the more optimistic picture.  Here we go. http://bit.ly/E6S-113; Leave a Review! http://bit.ly/E6S-iTunes


Click for full journey map

Click for full journey map

I            Real-life customer experiences

a.       United Airlines

i.      Consistently bad experience

1.      Bad systems

2.      Bad culture

3.      Bad policies

Click for full journey map.

Click for full journey map.

ii.      They say they’re coming back (not sure I’ll give them the chance to prove it

1.      https://www.linkedin.com/pulse/how-united-airlines-plotting-customer-service-comeback-elliott?trk=pulse-det-nav_art

2.      Check out the excel file for the full journey map in the show notes

b.      National Car Rental

i.      Consistently good experience

1.      Easy in & out

2.      Never an issue

3.      Courteous service

c.       Best Buy

i.      One very bad experience (save for future episode)

Outro: Thanks for listening to episode 113 of the E6S-Methods podcast.  Stay tuned for episode 114 for an interview with Helmut Welke, in his Lean Supply Chain approach to increase company momentum without adding mass.  Don't forget to you can find notes and graphics for all shows and more at www.E6S-Methods.com. "Journey Through Success. If you're not climbing up, you're falling down.  Leave a Review! http://bit.ly/E6S-iTunes