WestJet views their customers as guests rather than just travelers or passengers.Because the goal of this strategy is about experience-based differentiation at all touchpoints (websites,in-flight,ticket agents),WestJet can be said to be practicing:
A)customer relationship management
B)the selling orientation
C)the marketing orientation
D)customer experience management

Question

Quizplus · Accepted Answer

WestJet's strategy of treating customers as guests and focusing on experience-based differentiation at all touchpoints aligns with the practice of customer experience management, which involves designing and managing the customer experience across all interactions with the company. This goes beyond just the marketing or selling orientation and includes all aspects of the customer journey. While customer relationship management may be a part of this strategy, it is not the primary focus.

WestJet Views Their Customers as Guests Rather Than Just Travelers