Sometimes we get caught up in our own Sage CX world.  Many times we feel frustrated in our daily jobs.

 

I recently had the opportunity to visit the CX group at Delta Airlines.  So airlines is fresh on my mind when I learned about the Germanwings Flight 9525 tragedy.  I wonder what my magic solution would be if my boss asked me to solve for the pain point of "customers fear pilot will crash the plane".  

 

The Germanwings pilot in this article reminds us the importance of being honest, being human and being real to our customers; no matter how bad the crisis. 

 

We thank every customer for their business each and everyday.   When customers sign us a check for $500 whether it is for a plane ticket or a business software, it is an honor to serve them.  They are trusting us with a part of their lives or their entire lives.  And we should take that very seriously.