Empathy of Airline Industry–
Caring, Individualized attention given to customers
Empathy basically is when the employees of the organisation make the customer feel at home, at ease, making him feel wanted. The customers are mostly offered the same service from most of the airlines. The easiest way for an airline the maintain and grow it’s client base is to be empathetic towards their customers, to understand their specific needs and to cater to them & they should make each customer feel like he is a unique asset to the company & like their single most important client. Addressing the clients by their first names, keeping a track of their usual flying routes, their preferences in flight & catering to all of those, maybe giving him his favorite seat each time he travels.