Product Offering and Differentiation Management Essay

Airline Companies
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With social media websites invading every corner of the business world and with customer service being the leading factor for sustaining competitive advantage among service providers, it has become necessary for airline companies to provide the best, impeccable and outstanding services to their passengers (Daouk-Öyry & Ghazzawi, 2016). This is because unhappy passengers now have the power to warn and discourage other people from booking an airline in the future, as it has failed to come up with their expectations. The situation gets worsened when groups of unsatisfied and unhappy customers use their power of sharing opinions openly and drive a company bankrupt. Thus, it can be said that the satisfaction of passengers should be the top priority of any airline company. For this purpose, airline companies can do a couple of things.
First of all, the focus should be on what passengers want, need and expect in terms of services (Zentner, 2016). For instance, if they do not like the quality of food provided during a specific flight, then the airline can consider improving it to a great extent. Another example is that if the collection of movies, songs, and other entertainment stuff is not being liked, then this must be replaced with a better collection. It is important to see different things from a customer’s perspective and ask questions like how would you like to be treated, what are your expectations, what types of changes you need in a particular airline and what types of suggestions you have. These are just a few basic questions that can lead an airline company to improve the way it provides different in-flight facilities to the passengers.
Another important aspect is self-evaluation and differentiation. Airline companies need to analyze their se...