KLM Airline’s Customer Experience Assessment Writing Sample

Executive Summary

The report analyzes the international clientele of KLM Airlines and its approach to customer experience (CX). The paper also gives some context for KLM Airline and an evaluation of the airline’s CX efforts in light of the appropriate CX models and theories. We then develop a consumer persona detailing an ideal foreign clientele’s demographics, digital habits, perspective, and potential obstacles. To round off our analysis of the customer experience, we consider the role that digital touches played by KLM Airline played at each stage of the customer’s journey.

This analysis draws two SMART CX goals supported by CX frameworks and models to improve the CX. After merging the goals mentioned above and digital CX factors, we create a customer journey map to provide thorough recommendations for all stages of the customer experience. Finally, the report will offer KPIs and data that the airline may use to assess and improve its customer experience. This paper then draws on a wide range of related literature, including studies on conversational artificial intelligence, real-time co-creation, and chatbot interaction with humans. Theory frameworks such as the domino effect, leave-taking experience, and business process re-engineering also affect our report. Finally, the research provides valuable recommendations that KLM Airline can implement to improve its CX strategy and further its commitment to providing world-class customer service.

Section 1: Assessing KLM Airline’s Customer Experience (CX) Strategy and Net Promoter Score (NPS)


The Netherlands’ official national airline is KLM Royal Dutch Airlines (Koninklijke Luchtvaart Maatschappij NV). KLM, founded in 1919, is the most extended, continuously operational airline. With more than a hundred planes and access to over a hundred and seventy different locations across the globe, this Sky Team carrier is a significant player in the airline industry. KLM’s dedication to its customers is well-known, and the airline’s Net Promoter Score (NPS) is a vital indicator of customer loyalty and happiness.

KLM Airline’s Net Promoter Score

Fred Reichheld created the Net Promoter Score (NPS) as a customer loyalty metric to assess the likelihood that existing consumers will promote a company’s products or services to others. The NPS scale goes from -50 to +50, with the latter representing exceptional quality. KLM Airline received a positive Net Promoter Score of +48 in 2019. This shows that most consumers had a positive experience with the company in 2019.

Critical Evaluation of KLM’s CX Activities

KLM Airlines has been putting much effort into offering a unique experience for each passenger by utilizing a wide range of CX models and theories. The following sections will analyze KLM Airline’s CX initiatives using established CX models and ideas and provide critical feedback.

Emotional Engagement

Customers emotionally invested in a brand are more likely to continue purchasing from that company, making emotional engagement a crucial part of the customer experience. KLM Airlines has been actively engaging its consumers on social media by swiftly responding to their questions and concerns. For KLM, this has meant an increase in repeat business. Batra (2017) argues that the key to eliciting an emotional response from customers is to treat them as individuals and show them compassion. During a service disruption, KLM Airlines employs individualized service recovery to keep their customers happy (Bouwman, 2019). Reducing negative emotions and increasing happiness can be achieved by personalized service rehabilitation by attending to the unique requirements of each passenger.

Customer Journey Mapping

Mapping the client experience from beginning to end is helpful for any business. Customer journey mapping has been used by KLM Airline to narrow in on customer frustrations and devise solutions. From purchasing tickets to checking in for a flight, passengers of KLM Airline can expect nothing but the best service from the airline’s website and mobile app. Customers’ points of dissatisfaction can be pinpointed with customer journey mapping, as Batra (2019) suggested. Customer journey mapping has helped KLM Airline locate areas of dissatisfaction and implement changes to boost satisfaction.


Customers place a high value on individualized service, making personalization a critical component of CX. KLM Airlines has started adopting personalization to meet each passenger’s demands. When a consumer visits the website or uses the mobile app of KLM Airlines, for instance, they are given tailored suggestions for flights and accommodations. Batra (2019) argues that businesses can use personalization to increase sales by connecting with customers on an emotional level. With the help of customization, KLM Airline has given each passenger an adventure they will never forget.

In summary, KLM Airlines has been working hard to provide a unique experience for its passengers by utilizing emotional involvement, customer journey mapping, and customization. With an NPS of +48, KLM Airline has nearly all its passengers’ support. Customer path mapping, personalized service recovery, and other forms of personalization have all contributed to KLM Airline’s success in attracting and retaining customers.

Section 2: KLM’s Chosen International Customer Segment

KLM, which has been around for over a century, is a global airline connecting people worldwide. KLM has narrowed its marketing efforts to a specific type of foreign passenger for the best possible results.


KLM has identified those who frequently fly in the corporate sector as its target market. Men between 25 and 55 make up most of these travelers. They have more disposable income and travel more frequently for business objectives than recreational tourists. They place a premium on being able to work and stay connected throughout their trips and on the ease, versatility, and effectiveness of their travel arrangements.

Digital Behavior

This demographic is most interested in using digital tools that help them organize their trips and maintain contact with friends and family back home. Eighty-six percent of business travelers use smartphones, and 65 percent bring laptops or tablets. Because of this, KLM needs to ensure that it is a website and mobile app are compatible with these gadgets. LinkedIn and Twitter, widely used for professional networking, should also be high on KLM’s list of priorities, given that business travelers frequently utilize them.

Attitudes and Motivation Towards International Travel

Attending professional events like conventions, seminars, and conferences is what drives business travelers. They view trips abroad as a chance to learn new things and meet new people who can help them in their careers. Global Business Travel Association found that 92 percent of business travelers agree that in-person meetings are critical to the success of any company. Therefore, KLM’s marketing to this demographic should emphasize the value of personal contacts.

Possible Barriers to International Travel

Business travelers may be discouraged from taking trips due to several factors, despite their desire. Travel costs, visa requirements, and security worries are the major deterrents. 63% of business travelers worry about their safety when traveling, and 48% worry about visa complications, according to a survey by CWT. KLM can ease passengers’ minds by publishing safety tips and visa information on its website and social media pages. In addition to providing affordable fares, KLM should also provide convenient booking choices.

Customer Persona can be formulated based on the characteristics, digital behavior, attitude, and motivation toward international travel.

Name: Simon


Occupation: Chief Executive Officer

Nationality: American

Preferred Digital Tools: Laptop, Smartphone

Preferred Social Media: Twitter, LinkedIn

Attitude and Motivation towards International Travel: Simon takes at least two international business trips annually to attend conferences and meet with clients. He places a premium on being able to work and stay connected while away from home, and he gives equal weight to convenience and flexibility.

Possible Barriers to International Travel: Simon is worried about the price of travel and the possibility of danger while away from home. Visa procedures frustrate him because of the time and effort they demand.

Section 3: Evaluation of KLM’s Airlines’ Digital Customer Journey

The digital touchpoints that KLM Airlines, the Dutch flag carrier airline, has developed to serve its clients at every point of their journey have helped the company establish a strong brand identity. KLM has put in much work to improve the digital customer service it provides through its website, mobile app, social media, and chatbot. One of the most critical variables in determining customer satisfaction in the airline sector is the quality of the service provided, as stated by Kamkiew (2021). As a result, KLM Airlines has made its digital touchpoints simple to use to provide a memorable experience for its passengers.

KLM Airlines’ website and mobile app allow users to do preliminary research into flights, including searching for flights, checking flight availability, and making reservations. The desktop version and the mobile app simplify booking flights based on specific criteria. The airline also provides customized suggestions depending on the customer’s previous searches, which is nice. According to Heimonen (2021), one way to boost consumer pleasure and loyalty is to offer tailored recommendations.

KLM Airlines accommodates its customers’ varying preferences during purchasing by accepting a wide range of payment methods. The safety and security of customers’ information are also guaranteed by the airline’s provision of a secure payment channel.KLM Airlines’ website and mobile app allow consumers to manage their flights, check in online, and get boarding cards after the purchase. The airline also allows passengers to monitor their flights in real time and make any necessary reservation changes. The airline’s chatbot is also accessible to answer passengers’ questions about their reservations. Thompson (2018) maintains that chatbots help increase consumer involvement and satisfaction.

In addition, KLM Airlines’ social media accounts serve as an essential point of contact for the company online, allowing it to interact with passengers and win their loyalty. Customers can get up-to-the-minute information on flight times, weather forecasts, and travel advisories from the airline via its social media pages. KLM Airlines is also very responsive to questions and concerns raised by passengers via social media. As a result, customers have a better time and have more faith in the company. Unintentional app experiences can significantly impact the consumer experience, as Dube et al. (2014) stated. To that end, KLM Airlines has invested much in making its digital touchpoints uniform and easy to use across all platforms. The airline’s website and mobile app were developed with the customer in mind to ensure a seamless experience regardless of the device being used. The airline’s mobile app provides several services to its customers, including flight tracking, luggage monitoring, and airport maps.

Section 4: Smart Objectives

Objective 1

Increase Customer satisfaction of KLM’s frequent corporate travelers by 10% within the You are following six months, as measured by the Net Promoters Score(NPS), using the Customer Experience (CX) framework developed by Forester Research.

To achieve this goal, businesses must provide excellent customer service at each point of contact. This idea is central to the CX framework created by Forrester Research. By providing customers with timely and relevant updates, alternative travel arrangements, and compensation for their inconvenience, KLM can work toward its goal of improving the personalized service recovery process in the event of service disruptions like flight delays or cancellations. KLM can do better for its clients in the digital realm by making its website, mobile app, and chatbot more accessible, informative, and adaptable. This objective meets the SMART criteria by outlining a precise aim, providing a measurable statistic, being attainable within a reasonable time frame, being relevant to KLM’s target market, and having a clear deadline for evaluation.

Objective 2

Increase customer loyalty and advocacy of KLM’s frequent travelers by 15% within the next 12 months, as measured by repeat purchases and positive online reviews, using the Customer Experience Management (CEM) model.

Bernd Schmitt’s CEM model provides the theoretical foundation for this goal by stressing the significance of establishing emotional connections with customers through experiences that engage their senses, emotions, and behaviors. KLM can make a lasting impression on its target market of frequent business travelers by prioritizing their senses in the design of its aircraft, passenger lounges, and in-flight entertainment. Providing customized and sympathetic service, acknowledging loyal customers, and actively connecting with them on social media are all ways in which KLM can work to improve the emotional experience of its regular corporate travelers. KLM may also focus on increasing the behavioral experience of its frequent corporate passengers by delivering services like travel suggestions, recommendations, and exclusive offers before, during, and after their trips. This goal meets the SMART criteria because it is well-defined; it includes a quantifiable statistic; it is reachable within a realistic time frame; it is relevant to KLM’s target market; and is time-bound.

Section 5: KLM Airline’s CX Recommendations

To increase customer happiness and loyalty among KLM’s regular corporate passengers, the company must first thoroughly understand the customer journey and then locate possibilities to create a consistent and pleasurable experience across all touchpoints. A customer’s interactions with KLM can be visualized using a Customer Journey Map (CJM), which details the customer’s journey from the point of first contact with KLM until long after the client has completed their trip. It is possible to make the following suggestions in light of the SMART above CX goals:

Pre-Travel Stage

To better serve its frequent business travelers, KLM can tailor its suggestions and deals to each individual’s tastes and preferences from their past bookings and trips. This can be done by analyzing consumer data and determining their preferred modes of transportation using data analytics and machine learning algorithms. Thanks to the airline’s real-time co-creation services, customers can tailor their flights with KLM by selecting their favorite seats, meals, and entertainment (Buhalis & Sinarta, 2019). Chatbots and voice assistants are two examples of conversational artificial intelligence technologies that KLM might employ to answer passengers’ questions and offer helpful suggestions about their trips (Boonstra, 2021).

During the Travel Stage

KLM can enhance its regular corporate passengers’ emotional and behavioral experience by focusing on the senses and offering individualized and empathetic service. KLM’s aircraft, customer lounges, and in-flight entertainment are all built with the senses in mind (Yang, 2019). KLM may show appreciation and reward its loyal customers with perks like early boarding, access to the VIP lounge, and complimentary upgrades. According to a study by Seidenberg et al.(2020), KLM’s use of social media has allowed the company to better communicate with its consumers and aid them during travel interruptions.

Post-Travel Stage

By sending individualized post-trip emails and asking for input, KLM can improve the experience of its frequent business travelers. KLM can express appreciation for their clients’ loyalty and solicit feedback on the service they received using tailored emails and chatbots. KLM may utilize this information to determine where to make changes and develop tailored service recovery procedures (Bouwman, 2019). KLM can also offer incentives like special discounts or loyalty points to clients who advocate for the company online.

Collaboration with CX Department

KLM should strengthen coordination within the CX department to consistently implement consumer needs across all touchpoints (Kok, 2022). Training seminars and workshops can improve teamwork and communication and guarantee everyone is on the same page when meeting customers’ requirements and wants. KLM can also develop a centralized platform for consumer data to provide instant access and analysis for all departments.


To better match the sustainability principles of its frequent corporate passengers, KLM can strengthen its sustainability projects and spread the word about them (Ahonen et al., 2021). KLM may encourage environmentally responsible travel by promoting carbon offsetting, eco-friendly in-flight services, and trash reduction programs. KLM can also suggest eco-friendly itineraries and lodgings according to the customer’s preferences.

In conclusion, the suggestions above align with KLM’s SMART CX goals of boosting the satisfaction and loyalty of its frequent business travelers. KLM can provide a consistent and enjoyable experience across all customer touchpoints thanks to digital CX effects, including data analytics, conversational artificial intelligence, and individualized service recovery procedures. For the sake of providing consistent service, KLM should also make sustainability initiatives a top priority and improve internal coordination within the CX division.

Section 6: KLM Airline’s Customer Experience Key Performance Indicators(KPIs)

KLM Airlines is a well-known, global airline that serves travelers from all over the world. To stay ahead of the competition, customer-centric businesses like KLM need to regularly assess the efficacy of their approach to improving the customer experience. Analytics and key performance indicators (KPIs) are potent resources that KLM may utilize to improve its approach to the customer experience. To improve KLM Airlines’ customer experience strategy, this section suggests several key performance indicators and statistics.

KLM can use the Net Promoter Score (NPS) as a critical metric to improve its strategy for providing a positive experience for its customers. The Net Promoter Score (NPS) measures how likely a client is to suggest a company’s products or services to friends and family. According to Kubatova (2021), NPS is widely used in the airline sector to gauge passengers’ happiness and loyalty. The Net Promoter Score (NPS) provides KLM with a metric for gauging customer satisfaction and pinpointing opportunities to enhance the airline’s customer service. Monitoring the Net Promoter Score (NPS) and acting on the data it provides allows KLM to serve its clientele better. Customer satisfaction with KLM’s website, employees, and flights may be gauged via NPS.

KLM can also evaluate how well its customer service is doing by using the Customer Effort Score (CES). A company’s efficiency can be measured using the Customer Effort Score (CES). The key to enhancing the customer experience, say Ransbotham et al. (2021), is reducing the customer’s workload.KLM can use CES to evaluate the ease of their ticketing, security screening, and boarding procedures. KLM’s CES monitoring allows the airline to zero in on the root reasons for customer dissatisfaction, improving the company’s ability to decrease customer effort. At CES, KLM could test how effectively a website and mobile app work together to provide a pleasant experience for travelers.

Key performance indicators (KPIs) are useful, but analytics may reveal much more about how KLM may enhance its strategy for the customer experience. KLM can benefit greatly from the analytical capability of sentiment analysis. Sentiment analysis examines how consumers feel about a product or service offered by a particular brand. According to Barto and Badánik (2019), an airline can use sentiment analysis to understand better how its customers feel about its services. KLM can utilize sentiment analysis to keep an ear to the ground on reviews and social media platforms for customer feedback. KLM may better satisfy its customers if it takes time to analyze their online comments.

KLM can employ sentiment analysis to track what passengers say about the airline’s flight attendants, onboard movies, and food.

Predictive analytics is an additional crucial analytic technique that KLM can utilize. Predictive analytics is the practice of predicting future events by analyzing past ones using a combination of statistical algorithms and machine learning methods. According to Deng et al. (2021), predictive analytics can help airlines streamline their maintenance schedules and cut costs. KLM can apply predictive analytics to understand better what causes flight delays, cancellations, and other operational concerns. KLM can improve its operating efficiency by examining past data for patterns and trends indicating impending problems and then taking measures to remove them. KLM may use this type of analytics to pinpoint the causes of flight delays, such as bad weather, maintenance issues, or a lack of available staff.


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Boonstra, L., 2021. Introduction to conversational AI. In The Definitive Guide to Conversational AI with Dialogflow and Google Cloud: Build Advanced Enterprise Chatbots, Voice, and Telephony Agents on Google Cloud (pp. 1-27). Berkeley, CA: Apress.

Bouwman, S., 2019. Personalized Service Recovery: An enhanced passenger experience during operational disruptions.

Buhalis, D. and Sinarta, Y., 2019. Real-time co-creation and nowness service: lessons from tourism and hospitality. Journal of Travel & Tourism Marketing36(5), pp.563-582.

Deng, Q., Santos, B.F. and Verhagen, W.J., 2021. A novel decision support system for optimizing aircraft maintenance check schedule and task allocation. Decision Support Systems146, p.113545.

Dube, A., Helkkula, A. and Strandvik, T., 2014, June. The ripple effect: intended and unintended app experiences. In AMA SERVSIG 2014 Conference Proceedings Services Marketing in the New Economic and Social Landscape.

Heimonen, K.J., 2021. Improving Finnair Cargo Customer Experience: Case Online Booking Service.

Kamkiew, W., 2021. Factors influencing service quality of Thai Airways international flights.

Kok, J., 2022. Enhancing team collaboration in the Customer Experience department: Improving collaboration between the teams of the CX department for a more consistent implementation of the customer needs.

Kubatova, V., 2021. Re-engineering of business processes in customer service chains.

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Thompson, C., 2018. Assessing chatbot interaction as a means of driving customer engagement.

Yang, G., 2019. Design for Leave-taking: Research and design for leave-taking experience in an aviation context.

Fairness And Justice In Courts Essay Example

Within the judicial system context, fairness and justice are two concepts that are closely related. Treating everyone equally and without bias during a legal process is known as fairness, irrespective of their influence or standing. Access to the law on an equal basis guarantees that decisions are made fairly and without bias. Fairness requires transparency, meaning that every party involved in a legal proceeding should have an equal opportunity to access information and participate (Berk et al., 2021). Treating others how we want to be treated is a concept without prejudice or discrimination. Justice means giving individuals what they are entitled to or merit.

Considering factual data and legal regulations is essential to reaching an accurate conclusion for a specific circumstance. Accountability for one’s actions and upholding the rule of law are essential to justice. The main concept is providing everyone with their deserved portion of rewards and punishments. However, fairness demands fair and equitable treatment for everyone, while justice entails delivering deserved outcomes. A breakdown of the judicial system may occur if there is no fairness or justice present to maintain public trust.

Importance of courts in a democracy and how they impact individuals

Any functioning democracy requires courts to maintain the rule of law and provide dispute-resolution mechanisms that ensure accountability. The Judiciary’s role is critical in maintaining a system where individual rights are respected by providing checks on legislative and executive powers (Blackley,2019). The court significantly impacts individuals since they play an essential part in settling conflicts, determining whether or not governmental activities are legal, and safeguarding citizens’ liberties.

To be treated fairly and justly while having their constitutional rights protected is what people expect from the court. Far-reaching implications that significantly affect people’s lives can result from court decisions. Legal precedents that guide future decisions are often set by court rulings that shape public policy and influence social norms. Child custody arrangements and damage awards for personal injuries are just two examples of how courts can directly influence individuals’ lives through their rulings.

Concerns about “fairness” and “justice.”

In the Texas state court system, there is worry about whether or not judicial elections uphold principles of fairness and justice. Texas judges must run a campaign and gather money to fund it as elected officials. If political affiliations influence judges or feel obligated toward donors, the system risks being seen as biased. Diversity on the bench can suffer when candidates from specific backgrounds or political affiliations are not given equal opportunities for funding and election. One worry is how funding affects the quality of representation.

When someone cannot afford an attorney, they might need access to high-quality legal assistance, which can create imbalances within the judicial process. The federal court system may be more trustworthy than the state court system in Texas. Federal judicial appointees have lifelong terms, which means they are not obligated toward any particular political party or monetary gain. The perception of impartiality and independence can enhance the public trust that this creates. The relevance and accessibility of the federal court system to address specific concerns of Texans are not always assured.

State courts may significantly impact everyday legal issues like family and criminal law (Simard et al ., 2020). The state court system may be trusted more by individuals in these regions. Individual experiences and perceptions can cause variations in trust toward judges. The expectation is for judges to uphold the law without any bias or partiality. Most judges in Texas are committed to preserving justice and creating a just and unbiased legal framework, even though there may be apprehensions about the effect that political or financial considerations could have on their verdicts.

Community and Public Perception of Judiciary

Perceptions from both community and the public are important factors for the Judiciary. Public trust and confidence in the legal system are crucial for a functioning judiciary. Courts being viewed by the general public as partial or unjust could lead to decreased compliance with laws and reluctance to seek legal remedies. A breakdown in the rule of law and loss of faith in a democracy are potential consequences. The actions of judges and the court system may be impacted by how they are perceived publicly. The likelihood of judges prioritizing issues important to the community and considering how their decisions affect public perception may increase.

The court system’s effectiveness and accessibility may be affected by public perception influencing funding and policy decisions. Besides, this perception from society potentially affects diversifying the bench. People of various ethnicities may refrain from taking up legal professions or judge positions if they do not believe in and consider judiciaries unjust. With positive community and public perception, the Judiciary can function effectively. Ensuring that the court system is legitimate and effective requires trust and confidence.

Reasons why judges care what the public thinks

Since judges serve the public and their decisions affect people’s lives, they should be concerned about what the public thinks. Their role is crucial in upholding laws & serving justice, making it important for Judges’ actions to inspire public trust & confidence in Judiciary. If the court system and the rule of law are perceived as unreliable due to biased or unfair judges, it can lead to a loss of faith. Compromising the judiciary’s and democratic processes’ legitimacy may negatively impact society. Public trust and confidence in courts can be bolstered by perceiving judges as unbiased and fair.

Judges’ accountability lies with the public, who appoints or elects them. The failure on the part of judges to consider the community’s needs and concerns could lead them to receive criticism or even get dismissed from their posts. What people think matters greatly in influencing policies and funds allocation towards courts’ systems is why judges should pay attention. Ineffective or inefficient perceptions from the public toward courts may cause funding cuts and insufficient backing for beneficial policies.

How can the public perception of the courts be improved, and what would a well-functioning court system look like

Improving how the public views the courts requires using multiple methods. To improve how people view the courts, there are multiple key approaches: The transparency of the court system should be maximized. Court proceedings being open to the general public and having easy access to its records are essential. Building trust and confidence in the court system can be aided by this. Fairness and impartiality are key qualities required by judges when making decisions. In addition to this, the legal system needs to operate without showing signs of prejudice or favoritism. To guarantee that the court system is perceived as impartial and equitable. The court system should be accessible to everyone, irrespective of social status or income. Simplifying court procedures and providing legal aid for indigent individuals are necessary to achieve this.

Efficiency is crucial for the court system to make timely decisions. The court system can lose public trust and confidence due to delays and backlogs. Involving courts within communities can be done by having judges communicate more frequently with members of society so they understand how verdicts are reached. This could assist in establishing trust and confidence within the court system. When discussing a successful court system, one must consider its transparency, fairness, impartiality, and accessibility. Efficiency, along with engagement within the community, is equally significant. The court system’s essential role in a functioning democracy can be preserved by improving these key areas and enhancing public perception.


Berk, R., Heidari, H., Jabbari, S., Kearns, M., & Roth, A. (2021). Fairness in criminal justice risk assessments: The state of the art. Sociological Methods & Research50(1), 3-44.

Blackley, K. (2019). Court Curbing in the State House: Why State Legislators Attack Their Courts. Justice System Journal40(4), 269-285.

Simard, L. S., Robertson, C. B., Rhodes, C. W., Camp, B., Gugliuzza, P. R., Harrison, J., … & Shaughnessy, J. M. (2020). US Supreme Court Brief of Professors of Civil Procedure and Federal Courts as Amici Curiae in Support of Respondents, Ford Motor Co. v. Montana Eighth Judicial District Court, No. 19-368.

Gentrification In Brooklyn Sample College Essay

Specific Purpose: To persuade my classmates that gentrification is still large in most parts of the United States.

Central idea: Most families in the U.S. are losing their residences in Pilsen to gentrification.

Attention: What and how far can you go at the risk of having a home?

Creditability: When residing in Chicago during the massive gentrification, I got an opportunity to understand gentrification and its effects. I learned about the struggle low-income families faced to retain their homes. Yes, a common example of people who suffered gentrification is Puerto Rican families in Lincoln Park. In this speech, I will begin by defining gentrification, then proceed and explain its effect on most American families, and finally discuss how gentrification is being committed today.

Relevance: If you know people who were moved from their original places, the primary factors considered are location and price. This is a reality a lot of people experience when moved.

Proposition statement: Gentrification is believed to affect the most vulnerable families negatively.


Gentrification, for those unfamiliar with the term, extensively renovates a neighborhood to meet primary and basic standards considering social class (the upper-class people). Through this process, the price of renting or owning a home incline, leaving family-owned enterprises bankrupt. Low-class individuals are left homeless. For example, demolishing individual homes in Lincoln Park, Chicago, was a major menace, as recorded in the program “Major Urban Renewal (Whittaker 7).” For decades, the place has been undergoing gentrification. The neighborhood was once associated with immigrants where working-class Americans resided. Now, Lincoln Park is perceived as a fancy area with various trendy stores, restaurants, and young professionals. Gentrification is also common today in Philadelphia (Whittaker 7). However, gentrification, to some, is necessary. It is a complex process, and there are two-sided perspectives. However, we must look closer at its negative impacts on communities, specifically the most vulnerable.

The first measure to comprehend gentrification is acknowledging the affected communities. People of color and lower-income communities are often forced to shift from homes once developers move in, affecting housing prices. These people are left with limited options and relocate to undesirable areas, which leads to a lack of support and community systems. As the process escalates, local businesses are replaced by larger, more effective chains, negatively affecting community culture. Since the 1960s, for example, gentrification has occurred in various cities in the U.S., such as New York and San Francisco. In Vancouver, gentrification targeted benefiting people in Downtown Eastside. Nevertheless, did the process help the people in the neighborhood? No. The process made housing prices higher than anticipated, making businesses less community-minded (Szőke and Kate 160). The old cultures and traditions of the inhabitants were erased. Also, Neubauer wrote about the effects of gentrification in South Washington, DC. He claims that in the process, where there was an upsurge of condominium construction (approximately 275%) in 18 enlisted areas, there was an increase of 100% in commercial buildings and a boost of $76.6 to District tax collections (Jackson). In this context, most non-whites were displaced and moved to undesirable areas. To comprehend gentrification and its effects, one understands its bright and dark sides.

While some believe gentrification enhances economic growth, research suggests that the process widens the wealth gap. For example, the resources and property value decrease f a new resident moves to a new place. Also, rent shoots high, making it difficult for low-income people to afford residences (Easton et al., 291). Conversely, the process leads to a loss of diversity, which hurts the communal social fabric. A good example where gentrification has caused a series of problems in Portland, especially for the queer. I listened to Doctor Sylvie Tessot’s story while visiting Boston. I analyzed the city and visited the South End gentrification. In her Speech, Tessot emphasized diversity, questioning why middle-class Americans believe in equity yet not focusing on the problem without hurting people of low incomes or color (Tessot). So, I agreed with Tessot since people who support gentrification fail to conform to fundamental social norms. So, what should we do to address the issue? The first step is to address the affected communities. Their stories might be useful in reaching a final decision. Also, we must support policies prioritizing affordable houses and rights that safeguard the liberty and rights of tenants.

Indeed, gentrification is a complex issue with more negative effects than positive results. It affects mostly the most vulnerable people, like people of color and low-income communities. We should work together to find solutions that enhance inclusion and equity. Only by listening to the voices of those who have or are experiencing gentrification can we find better policies and supporting ideas. Focusing on culture preservation, benefits from local businesses, and affordable houses may lead to a broad review of the issue. Gentrification should not be supported. Gentrification is tearing apart most communities, erasing our cultural history, and causing original homeowners to live in misery.

Thank you all.

Work Cited

Easton, Sue, et al. “Measuring and mapping displacement: The problem of quantification in the battle against gentrification.” Urban Studies 57.2 (2020): 286–306.

Jackson, Kyle A. Gentrification and the Decline of African American Arts and Culture in Washington, DC. Diss. Drexel University, 2016.

Szőke, Teréz, and Kate Parizeau. “Community-based public art and gentrification in the Downtown Eastside of Vancouver.” GeoHumanities 5.1 (2019): 157-177.

Tissot, Sylvie. Good neighbors: Gentrifying diversity in Boston’s south end. Verso Books, 2015.

Whittaker, Daniel Joseph. Re-imaging antiquities in Lincoln Park: Digitized public museological interactions in a post-colonial world. Illinois Institute of Technology, 2015. 1–12.