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For Customer Experience Professionals

Case Study: How Delta Air Lines Soared In The Customer Experience Index

July 21, 2014

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Why Read This Report

Every year, Forrester uses the results of its Customer Experience Index (CXi) benchmark to see which firms made big strides in the race for customer experience excellence. In our 2014 data, we saw Delta Air Lines' CXi score go up by 13 points, making it one of the big upward movers of the year. In this followup report, we reveal how the legacy airline went from the middle of the pack in its industry to a virtual tie with top-rated Southwest Airlines, and we highlight what other companies can learn from Delta's success.

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Table of Contents

  • Situation: Delta's Customer Experience Had Taken A Dive
  • Solution: Improve Air Travel Fundamentals
  • Results: All Metrics Point To Unprecedented Success
  • RECOMMENDATIONS

  • Take Care Of What Matters And Measure What Counts, Consistently
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