Back then: Director of marketing Diana Klug was proudly showing off
Boeing’s high-tech interactive Customer Experience Center a 30 000-square-foot space where it can demo airplane interiors but more importantly connect with customers face-to-face in a customized environment that addresses their needs. The Center is flexible adaptable and offers various levels of messaging and content can be updated as needed.
Now: Klug is still flying high at Boeing but always with an eye on the customer. Here’s what’s new on her radar screen:
What has changed this year at Boeing?
We continue to focus on the customer experience and really understanding where they want to go what their most pressing needs and aspirations are and getting close to them and supporting them in their efforts. The direction hasn’t changed but we continue to do the job better. For example tapping into Boeing’s vast databases for context on what the customer is doing with its fleet to enable the dialogue with them in terms of what their needs are.
And your biggest achievement this year?
From a Boeing standpoint its biggest achievement was the successful rollout of the 787 Dreamliner. That was an activity that engaged our customers from all over the world and again provided them the opportunity to communicate with their constituencies in their individual markets.
What challenges does the coming year hold?
Our customers will be entering our new 787 Dreamliner which just rolled out July 8 into service. That is huge. We are very excited to help them introduce this product to the world and to their passengers. One aspect of this was accomplished over the summer. We reached out to our customers through the Internet to provide them information and work with them to produce microsites to help bring the experience and the benefits of the 787 Dreamliner to their customers the ultimate end-user. A large number of those are already implemented by many of the airlines. We have two other major product rollouts also in 2008 the 777 Freighter and the 747-8 Freighter. But the continuing theme here is working very closely with the customer on all of these activities.