One of the keys to customer satisfaction is to set expectations correctly and then meet those expectations. But customer expectations can be reset by your competition, raising the bar for your product or service offerings. KLM and Malaysia Airlines have added social seating programs, not found on US airlines.

It is a well know fact that customer satisfaction can have significant impact on the business bottom line. So when we hear that a company goes bankrupt, we, as customer satisfaction professionals, should check how the company was perceived in the marketplace. According to a report, published in October, 2011, by Amplicate on US airlines, American Airlines was Americas most hated airline on social media for the previous 12 months.

Social media continues to strengthen the consumer’s ability to get satisfaction from large organizations where front line employees have been unable to resolve issues. This story is about Delta Airlines and baggage allowances for US Army soldiers returning from overseas duty in Afghanistan. An issue arose and a dissatisfied soldier posted a video on Youtube that went viral and embarrassed Delta Airlines. It took less than a day for Delta Airlines to issue an apology and change their policy but 200,000 people have seen the video. It was removed from the Youtube site, but the web never forgets and a mirror site picked it up and 20,000 more people have seen it on the mirror site. Outrage followed with news wires picking up the story and there are 1284 articles on this topic on Google.

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