I took a medium-length flight with a respected European carrier this morning. I know how to check-in online to get a single aisle seat.I know how to get through security quickly at Frankfurt Airport.I know where to get a free Financial Times to read.I know where to get the best toasted Foccacia with Goat Cheese for breakfast. For some reason today’s flight was packed with elderly passengers.I followed them (metaphorically speaking) through the whole airport departure experience.For them it was far from routine and even further away from comfortable: Free Trial: NPS® Software Collect and act on NPS-powered customer feedback in real time to deliver amazing customer experiences at every brand touchpoint.By closing the customer feedback loop with NPS, you will grow revenue, retain more customers, and evolve your business in the process. The customer experience simply wasn’t designed with elderly customers in mind.It was presumably designed by middle-aged people with other middle-aged people in mind. Over 90% of everybody who has ever lived, is still alive today.
It is high time that companies actively designed their experiences with the elderly in mind. Are the elderly short-changed by most of today’s experiences?
Far better to do it voluntarily than have elderly lawyers breathing down their necks, or worse, to have the leaden-hand of government over-regulation make things worse for all concerned.
Members may download one copy of our sample forms and templates for your personal use within your organization.
Please note that all such forms and policies should be reviewed by your legal counsel for compliance with applicable law, and should be modified to suit your organization’s culture, industry, and practices.
Neither members nor non-members may reproduce such samples in any other way (e.g., to republish in a book or use for a commercial purpose) without SHRM’s permission.