Airline Customer Service Training
Customer Loyalty’s Gender Difference
Do men and women have different relationships with companies?
American Airlines seems to think so, along with a slew of other experts studying the statistics.
A recent article in the New York Times discuses some statistical findings on the differences between which businesses men are more loyal to versus which ones women are.
According to the data, women tend to stay more loyal to companies where personal relationships are a focal point whereas men stay loyal to organizations where with more general associations with groups.
For instance, women usually remain more loyal to hairdresser than they would say a hospital. Why? Well women are interacting and developing a relationship during their close interaction with the one hairdresser, whereas a hospital is much larger in scale, with swarms of personnel where any feelings of intimacy can get lost in the shuffle.
Men on the other hand, are more loyal to hospitals, clubs, and other groups that work by association and experience.
The article goes on to suggest companies target their advertising efforts to accommodate such tendencies. What about service?
Knowing interpersonal relationships with female customers are especially important, businesses can tailor their service strategies accordingly.
How?
American Airlines discovered Women made up the majority of ticket purchasers. In response to this data, American Airlines debuted a special website specifically for women that helps the airline better cater to female needs and concerns.
This is just one example of how marketing and service strategies can continually adjust to fit the evolving expectations of customers and achieve lasting and lucrative loyalty.
Tags: Customer service training for airlines, customer service training for women and men, service training for different genders, service training for customer gender, female customer service.
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Tags: Customer service training for airlines, customer service training for women and men, female customer service., service training for customer gender, service training for different genders
