Disrupting The Friendly Skies: How United Is Changing the Customer Experience

Executive Perspectives Live, one of the top online business shows on C-Suite TV, launches a new episode featuring Jill Kaplan, President New York/New Jersey Region, United Airlines talking about how they’re disrupting the airline industry by providing an excellent customer service experience across the board.

Host Jeffrey Hayzlett talked to Kaplan about taking over one of the largest markets in the world – the NY/NJ area, a $13 billion market, making customer service extremely important to United, with Kaplan calling it their “focus and dedication.” She says how humanization is a key component to tapping into special touch-points while going above and beyond to show customers you care.

Kaplan is aware that customers have choices, especially in a market as demanding as the NY/NJ market. The company’s goal is to create a “customer 360” experience that starts the moment someone clicks on the website, to when they buy a ticket, and ends when arriving at their destination. She states, “Because of the notion that people have a choice, we want to set the bar really high and be the best in class.”

Hayzlett also asked Kaplan about the changes customers will see industry-wide in 2019 and the biggest one mentioned was disruption. She added that there will be enhanced and targeted communications to meet the exceeding consumer demands, while continuing to infuse local voices and representation to meet the needs and wants of the community. After all, Kaplan says, “traveling is about connections. It’s a gift we can create for folks.”

All episodes of Executive Perspectives Live are hosted by Jeffrey Hayzlett and can be seen on C-Suite TV.

Best-selling author, speaker, and former Fortune 100 CMO Jeffrey Hayzlett created C-Suite TV to give top-tier business executives a forum for sharing thought-provoking insights, in-depth business analysis, and their compelling personal narratives.

“I loved the opportunity to talk to Jill Kaplan. Her background in communications plays an essential role in her running one of the largest markets in the world,” Hayzlett said. “The focus on customer service and satisfaction is second to none and United is certainly putting their money where their mouth is and going above and beyond to make sure every customer’s needs are catered to.”