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Good distillation of the philosophy
In the Washington Post, Steve Pearlstein talks about good experience in business, mentioning Copernican Award winner JetBlue as a case study. It's a nice distillation of the philosophy.
From If You Focus On Customers (Or Voters), You Win:
[W]hether you're talking business or politics, you don't need extensive polling or market research to predict the winners. It's actually pretty simple: Just identify the quality players who are focused on their customers. Which makes it all the more curious why so many people inside politics, and inside business, spend so much time and money making things more complicated than they need to be, even as they ignore the simple things most important to voters and customers.
Businesses, egged on by management consultants and pressured by Wall Street, get caught up in complicated strategies to manipulate customers or markets in ways that have little to do with improving quality, effectively putting their interests at odds with those of their customers...
Consider JetBlue, which in just six short years has become the hands-down favorite U.S. airline among readers of Conde Nast Traveler and Travel & Leisure. How did they do it? Its most important decision was not getting caught up in those clever tactics employed by the traditional airlines to use their far-flung route networks and predatory pricing to drive competition out of their hubs, and then to use their sophisticated reservation systems to squeeze the maximum revenue out of each flight.
Instead, JetBlue's strategy, as its executives explain it, was to "simplify the process" and "bring humanity back" to an industry that had lost focus on the customer experience...
Nice to see the good experience viewpoint getting some ink in Washington!
See also: Cleanliness in passenger airlines
(Thanks, Kevin)
