Category Archives: airlines

The Root Cause of the Lastest United Airlines Fiasco

As many have read today, United Airlines was caught, again, in an embarrassing incident. This time having the police forcibly drag a doctor off an over-booked flight. They offered $400 and then $800 to re-accommodate and only got two takers when … Continue reading

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Improving Customer Experience

I rarely check luggage so my recent experience may be old news for some of you. It may also not be limited to Delta Airlines, but then again, maybe they are pioneering a valuable customer experience. I criticize the airlines … Continue reading

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I Was Stupid And They Saved Me

I bash the airline industry a lot on this blog. Firstly, I fly often so I get lots of opportunity; and secondly, they give me lots of examples. That being said, when they do a good job, I also like … Continue reading

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Customer-Centricity Is More Than Promotional Hype

A lot is written about the importance of customer-centricity and customer experience. Research by Watermark Consulting shows that companies that provide better customer experience create a better total stock market return that the S&P 500 and customer experience laggards. Thus … Continue reading

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Branding Efforts Need To Propagate Across The Company

I was walking through the Indianapolis Airport recently and spotted the tail you see in the picture. For Gen X and Millennials this tail may not mean anything, but for Boomers and their parents, in California at least, this hits … Continue reading

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You Are Actually Paid To Think, Not Just Read A Script

I have had the chance to fly Alaska Airlines several times recently and find them to be better than average in terms of service provided by their people. (They have been voted the #1 US  airline by travelers several years … Continue reading

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Over-Promise And Under-Deliver Is Not A Good Strategy

While the headline is true, if everyone in your industry does it, you can get away with it longer than is reasonable. Today’s examples are airline related (where else can you find such easy examples of this). I made the … Continue reading

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