Who’s paying the price?
I know, the airlines may not be required to give you food coupons or refreshments for no reason, and many stick to the legal requirements for fear of overrunning costs, but they seem to forget the golden rule in business: If you take care of your customers, your customers will take care of you (your bottom line), and you cannot build customer loyalty with negligent service, and it is during crises like this a airline can really show how service-minded it actually is. Especially in the case of SAS, which recently launched a massive ad campaign around the theme “we are re-launching service”…well, so much for the ad campaign…
The season…to be merry?
In terms of supply chain management in times of crises this means that you need to be able to handle the situation better than your customers expect you to handle it. Think ahead, be prepared, and most of all, be prepared to go a long way to satisfy your customers, even if your terms and conditions do not require you too. Now that may not make your supply chain resilient per se, but it will definitely be a major contribution to making your brand name and reputation resilient.
Merry Christmas!
Links
- aftenposten.no: Chaos continues at Gardermoen
- osl.no: Oslo airport official website
Related
- husdal.com: Airports – vital to supply chains?