You’ve worked hard to make your customer experience pleasant and seamless. So why do passengers, including some of your best customers, feel so frustrated? Find out by drawing a passenger’s hassle map, a diagram that highlights every stressful event around flying. Doing so can help you create solutions that delight passengers and prompt word-of-mouth recommendations.
Oliver Wyman studied the top irritants of travelers (diagram below) and ways to delight customers by easing those stress points.