‘DISNEY INVENTED IT; UNITED NOW EMBRACES IT:


ntbraymer

CUSTOMER SERVICE DELIVERY-THE MISSING LINK IN THE RE-ORGANIZATION OF AMTRAK TO FULFILL A CONSISTENT, POSITIVE CUSTOMER EXPERIENCE”

By M.E. Singer

In response to the long awaited, desperately needed re-organization of Amtrak announced January, 2017 by CEO, Wick Moorman, it is time to recognize a missing organizational value that a parallel ,previous problematic culture, United Airlines, recently embraced. Sadly, any notion of customer experience at Amtrak over the prior ten years before Mr. Moorman, if addressed at all, was through an “echo chamber.”

Acknowledging how Disney created the relevance of having an overall, hands-on perspective of the Customer Experience, United Airlines, under ex-CSX President Oscar Munoz, has jumped in with both feet, with United now having a Senior Vice President Customer Service Delivery. Indeed, the immediate relevance for Amtrak is how United has explicitly delineated its expectations for the position of Customer Service Delivery: “Our customers have told us they want…

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