由于工作的原因,多年来我搭乘飞机的次数估计比搭乘公车的次数还要多,但是真正能给我留下“好”印象的航空公司却没有几家。我曾就这个问题和几位在航空公司工作的朋友闲谈过,发现“顾客体验”这四个字对他们而言绝不陌生,而且公司每年也会展开各种形式的内外部调研,针对顾客从了解信息、买票、换登机牌、休息等候、 Due to my work, I have estimated that I have flown more aircraft for many years than the number of buses, but few have really left me with a “good” impression. I have talked to a few friends who work in airlines on this issue and found that the term “customer experience” is no stranger to them and that the company conducts various forms of internal and external research each year, For customers from understanding information, buying tickets, boarding pass, rest waiting,