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.

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