What makes Singapore Airlines a great services marketer?

Description

Singapore Airlines is considered to be one of the premier air carriers when it comes to delivering customer experience. A key part of their success is they’ve managed to master the four key elements separating marketing services from marketing products. They also have a firm understanding of how to minimize the gaps between customer expectations and reality by research and training.

The Assignment

To answer this week’s question, please review the attached video as well as this video on flying Singapore Airlines – https://www.youtube.com/watch?v=3CrpWOY8bKE&t=2s. Based on these two videos, explain the things Singapore does to mind the gaps and understand the different approach required to market a service.

Source: https://www.youtube.com/watch?v=y_uUnrIVO-c&t=419s

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