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40,000-foot-view of Customer Care with Allison Ausband, Executive Vice President, and Chief Customer Experience Officer at Delta Air Lines
Manage episode 404591560 series 3487302
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Imagine the triumph of human ambition as we glide through the skies, a testament to our enduring quest to conquer the very elements — thirty thousand feet aloft, inside a slender cylinder of steel. Within this confined space, humanity gathers, shoulder to shoulder: a microcosm of society.
It's under these conditions that our distinguished guest today crafts an oasis of tranquility and impeccable service. How does one orchestrate such a feat of customer care under these conditions? This is the daily challenge for our guest on this edition of the "Distinguished" podcast: Allison Ausband, Executive Vice President, and Chief Customer Experience Officer at Delta Air Lines. Since embarking on her journey with Delta in May 1985 as a flight attendant, fresh from the University of Georgia with a journalism degree in hand, Allison has risen to oversee the vast customer experience network that encompasses the dedicated efforts of over 63,000 team members in Delta's Customer Care divisions. Under Allison's visionary leadership, the team at Delta marries groundbreaking innovation with a heartfelt dedication to hospitality, securing Delta's position as the premier U.S. airline as named by the Wall Street Journal for the second consecutive year.
With an armory of technology and a top-notch team, excelling at customer experiences starts with being grounded in a singular essential value. Find out how to guide your company to soaring to new heights.
The “Distinguished” podcast is produced by Boston University School of Hospitality Administration.
Host: Arun Upneja, Dean
Producer: Mara Littman, Director of Corporate and Public Relations
Sound Engineer and Editor: Andrew Hallock
Graphic Design: Rachel Hamlin, Marketing Manager
Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0
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