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Qantas Doubled Down on Customer Experience and It Paid Off!

Updated: Apr 2, 2023



Qantas Airlines faced a billion-dollar loss in 2013 due to intense competition from low-budget airlines. Rather than cutting budgets and downsizing staff, Qantas focused on enhancing the customer experience through streamlining operations, investing in technology, and offering customer perks. This resulted in increased sales, customer trust, and recognition as the best business airline for domestic travel in Australia. Prioritizing customer experience paid off for Qantas and helped them regain their position as an industry leader.


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