Originally Posted by
Ken Borough
I saw recently that Tiger Australia has a 'General Manager Customer Journey'. WTF is that? And why does such a small outfit have General Managers?
That'd be to study the 'Customer Touch Points'... seriously, the BS this company goes on with... including VA and their 'customer lens walk' - where a manager takes 30 minutes valuable time to walk the path taken by a passenger to look for 'service impediments'... or 'sub-optimal' whatever... call me old fashioned but what happened to putting people in management positions who bloodywell know what the hell they're managing and get on with it... instead rubbish and vacuous terms like 'customer journey management' are invented to make it look like people's jobs have a purpose. No doubt filled with aviation know-nothings and imposters who have an MBA.