Not long ago I posted some suggestions to United Airlines, submitted some feedback to them, and wrote that I’d keep you apprised of the progress. I was prepared to be underwhelmed. But United managed to surprise me positively. Not every
A recent experience trying to get a standby seat on an American Airlines flight left me baffled. What does it say about a company if they could treat you well, but don’t? Does such a company value your business or
While others write about the Top 10 Reasons to listen to customers more powerful examples are all around us. After all, if Zappos can generate $1B in word of mouth (WOM) revenue why do companies continue to ignore their customers?
In my last post, I had some harsh words and pointed advice for Eurostar’s customer service team. Over two weeks from my initial inquiry, Eurostar’s Traveller Care team responded. Here’s how I graded the end-to-end experience. Responsiveness – Poor. Two-plus