Two Delta leaders discuss their unique viewpoints on how Delta works to earn the trust of its customers in its work to build a loved consumer brand.

Delta hosted a speaker series at its booth at CES 2020 in Las Vegas, raising the curtain on the world’s best airline and how Delta people continue transforming the customer experience. 

Delta Senior Vice President of Pricing and Revenue Management Eric Phillips joined Delta Vice President  Global Brand Experience Byron Merritt to talk about how trust in a brand provides a platform for pushing boundaries, like the industry game-changers the airline unveiled at CES2020.

Phillips said that Delta’s vision for the future begins with getting the basics right: industry-leading operational reliability shows customers Delta values their time, outstanding service provided by employees who listen to and care about our customers show we care, and product offerings that let travelers customize their experience based on what matters to them most are table stakes. He added that getting these right allows Delta to earn consumer trust so the global airline can focus on innovating new experiences.

New to Delta and bringing with him two decades of experience in brand design leadership at companies like Nike, Byron talked about how the brands that get this right are the brands that are deeply committed to knowing their consumer, and that Delta has made that a priority. 

Watch as Eric and Byron talk about building a trusted brand at CES2020.

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