Winning companies pay attention to the simple things, the one per cent things, to create trust and purchase preference in the minds of their customers.
Earlier this year, low-cost India based carrier IndiGo created aviation history. They ordered 180 Airbus A-320s with a list price of almost $16 billion. This was the single largest order ever in terms of number of aircraft by an airline globally. Recently I travelled with them from Singapore to Mumbai.
Clearly Indigo is doing many things right to get ahead in this highly competitive industry. This includes paying attention to even the small things. During my trip,the hostess announced the home towns of all her colleagues when introducing them. She also mentioned all the Indian dialects they were able to converse in. Two simple ideas that immediately created a connection with their passengers, given majority of them were of Indian origin.
Before disembarking, the hostess requested everyone to dispose off their trash in a bag which was then immediately passed around. She went on to remind everyone that this would help them to clean the aircraft and turn it around for the next flight quickly. A simple announcement which highlighted their commitment to on-time departures, at the same time motivating everyone to do their bit to clean up.
In these dynamic times, companies who continue to win in the marketplace are the ones who are committed to doing the simple things, the one per cent things, better than the opposition can. No wonder Indigo can afford to be so bullish about its future.