At traditional airline companies, pilots are the stars. At startups, the most revered staffers are usually the C-suite founders or the technologists.
But for Wade Eyerly, founder of aviation startup Beacon, the most important staffers work in customer service.
As a service business, passenger experience is key. “Empowering [customer service staff] to do whatever’s necessary to make your experience right is what makes us succeed,” says Eyerly. “You’d be surprised how difficult that is as a company culture to internalize, to really get.”
In this short video, he explains why startups -- especially those targeting more affluent customers -- will need to bet big on service to survive.