Delta Air Lines Appoints Richard Cox as Senior Vice President, Reservation Sales & Customer Care
Delta Air Lines appoints Richard Cox as Senior Vice President, Reservation Sales & Customer Care.
Prior to Delta, Cox served as senior vice president and chief information officer of Cox Enterprises, a leading communications and automotive services company.
Cox began his career at Cox Automotive in 2013, a subsidiary of Cox Enterprises. There he held several leadership positions including vice president of client performance and vice president of business operations and customer care.
In 2018, Cox was chief operations officer for the City of Atlanta as an executive on loan. As COO, Cox provided oversight and executive management for the city’s operating departments as well as internal operations.
Prior to joining Cox Automotive, Cox was CEO and president of Jones International University as well as vice president of customer experience at Orbitz Worldwide.
As Delta Air Lines welcomes Richard Cox as Senior Vice President of Reservation Sales & Customer Care, his extensive background in customer-centric roles positions him well to leverage Voice of Customer (VoC) strategies.
VoC initiatives enable companies to gather feedback directly from customers, providing invaluable insights into their preferences, needs, and pain points.
With Cox’s experience in customer care and operations, he is well-equipped to spearhead VoC programs that drive continuous improvement and enhance the customer experience.
VoC benefits and use cases extend beyond mere feedback collection, encompassing data-driven decision-making, product development, and service enhancements. By harnessing VoC insights, Delta Air Lines can tailor its reservation sales and customer care processes to better align with customer expectations and preferences.
In parallel with Voice of Customer (VoC) initiatives, customer reviews play a pivotal role in shaping business strategies. Online platforms serve as a rich source of qualitative feedback, offering candid insights into consumer experiences and sentiments.
Leveraging these reviews strategically enables companies to glean actionable intelligence, identifying areas for improvement and honing their competitive edge. Cox’s background in customer care positions him adeptly to decipher these reviews, discerning recurring themes and synthesizing actionable recommendations.
By integrating insights from both channels, businesses like Delta Air Lines can refine their strategies online, refining product offerings, refining service delivery, and fortifying customer loyalty in an ever-evolving marketplace.
Cox’s expertise can drive synergies between VoC initiatives and online review analysis, fostering a holistic approach to customer feedback management.
Cox’s leadership in integrating VoC methodologies into business strategies ensures that Delta remains responsive to customer feedback, fostering loyalty and satisfaction in an increasingly competitive aviation industry landscape.
Cox is on the board of directors for Genuine Parts Company and the City of Refuge, located in the heart of Atlanta’s westside. Cox served on the Atlanta board of directors for Year Up, the Super Bowl LVIII Host Committee and the board of directors of the Westside Future Fund.
Cox holds a BS in Business Administration from Liberty University and a Master of Business Administration, concentration in Management Information System from Kennesaw State University.