“I want to listen more to the customers. They’re not standing still and they’re also evolving, as is the company as a whole, myself too.”
“I always observe what the demographic of the passengers is – where they come from and what their habits are – and then on the trip itself I’ll look out for what we’re offering in terms of inflight entertainment, as that’s part of my personal career history.
For example, what programmes are we running and is the device working properly. Quality checks, if you like. When I return to Hong Kong I’ll message or call my colleagues who are in charge of these areas and give them feedback. I tell them what can be tweaked or improved and remind them all what we can do better to make sure that everyone travels well. In my current role we’re focused on expanding our reach so that our customers experience more because we genuinely want them to have a ‘life well travelled’.
I want to listen more to the customers. They’re not standing still and they’re also evolving, as is the company as a whole, myself too. We need to react to that by understanding what they want, listening to their wishes, and seeing within our remit whether we can grant those wishes accordingly.”
