How To Improve CX Through Customer Empowerment with Danny Cox of Breeze Airways

Danny Cox is an innovative leader at Breeze Airways, a youthful airline with the ambitious goal of invigorating travel in underserved markets. With an adept focus on connecting secondary markets or linking secondary with primary ones, Danny drives the company's mission to make air travel more accessible and efficient for communities that have lost regular service or are ripe for new opportunities.

Passionate about efficiency, Danny thrives on improving the travel experience by minimizing wait times and inconvenience for guests. He takes pride in hearing travelers commend Breeze for the time and monetary savings the airline offers through direct flights to smaller, local airports. At the heart of his work is creating an experience where guests spend the least amount of time waiting, ensuring their journey is as smooth as the breeze the airline is named after. With a keen eye for identifying and stimulating potential market growth, Danny Cox plays a crucial role in helping Breeze Airways soar to new heights.

Introduction to the Episode
- Welcome to CS Conversations with your host Whitnee
- Introduction of the episode's theme: Improving Customer Experience (CX) through Customer Empowerment
- Introduction of the guest, Danny Cox from Breeze Airways
Breeze Airways' Approach to Customer Service
- Overview of Breeze Airways and its mission in the airline industry
- Danny Cox's role as vice president of guest experience at Breeze Airways
- Innovations implemented by Breeze Airways to enhance guest experience
Removing Friction Points for Guests
- Explanation of how Breeze Airways identifies and removes friction points
- The elimination of a traditional 800 number in favor of a contact center via texting
- Success story shared by Cox about a customer’s preference for texting over calling
Customer Empowerment Initiatives
- The introduction of no change or cancel fees policy for guests
- Benefits of customer empowerment on guest satisfaction and retention
The Role of Digital Communication
- The use of digital tools to prioritize and anticipate guest needs
- Analysis of text data to guide guests more efficiently
Guest Experience: A Case Example
- Direct flights serving secondary airports to ease travel times and convenience
- Focusing on value for guests avoiding larger airports
Challenges and Testing
- Whitnee's discussion on possible challenges in implementing frictionless experiences
- Importance of outcome testing for the company and the guests
Strategy for Empowering Customers
- The transition from traditional customer support to an empowerment model
- Danny Cox's view on giving customers control over their experiences
- The establishment and purpose of the "guest empowerment team"
Reinforcing Confidence in Guests
- Strategies to ensure guests feel supported, especially in urgent situations
- Employing a digital assistant and live support for immediate assistance
Advice for Customer Service Practitioners
- Danny Cox's advice on patience and demonstrating the value of modern customer service methods
- Emphasis on improving customer experience genuinely for the customers' sake, not merely for the company's benefit
Conclusion
- Recap of the discussion points
- Appreciation for Danny Cox and his insights from Breeze Airways
- Closing thoughts from Whitnee and thanks to the listeners for tuning in to CS Conversations
 #CustomerExperience #Innovation #CSPodcast #CXEmpowerment #DigitalTransformation #BusinessStrategy #CSConversations #CustomerSupport #Customercontacts

Listen to the full episode now and enhance your CX and CS strategies!

https://www.linkedin.com/in/whitneehawthorne/