Case study: Alaska Airlines’ lean startup test in airport lounges

alaska-737Seattle-based Alaska Airlines can already boast about plenty of things, including on-time performance (#1 major airline, according to FlightStats) and customer satisfaction (tops among traditional carriers, according to JD Power). But the internal Customer Research & Development team is always hunting for ways to upgrade the experience of flying with Alaska, which served nearly 30 million passengers last year.

Sandy Stelling, Managing Director of Customer R&D, and Jerry Tolzman, Customer Innovation R&D Manager, walked us through a recent effort to develop more personalized services, and shared some slides. Both will be leading a session at our Seattle Field Study later this month.

colorline500pix

... continued ...

Gated Message – NO TRIAL (pre-Abacus launch)

Innovation Leader
Want to read the rest? Join Innovation Leader!
Are you responsible for creating new growth in a large organization? We've got you covered. IL members get full access to our research, articles, case studies, live events, webcasts & conference calls, downloadable resources and more. Become a member »

Case Studies, Articles
Members-only online access to articles, case studies, best practices, video tutorials, more.
RESEARCH REPORTS
Exclusive reports on topics including metrics, benchmarking, labs, compensation, and more.
IL Events LIVE EVENTS
Member discounts to our one-of-a-kind, loved-by-participants live learning events.
Il Resources RESOURCE CENTER
Dozens of downloadable checklists, innovation frameworks, spreadsheets, and dashboards.
Learn More & Become a Member