Category Archives: customer satisfaction

United to Become More Customer Centric … Sure

Posted on October 28, 2019 by

United Airlines had its first ever global media event last week to kick off a “new United.” The CEO wants the media to start asking what’s next instead of what’s wrong. Maybe. According to the Chicago Business Journal, a group … Continue reading →

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Metrics That Don’t Matter

Posted on September 30, 2019 by

As you may know, US airlines keep track of actual on time arrival and departure information and it is publicly available. Late flights arriving or departing are tracked. A belief exists that this information helps the public select flights. The … Continue reading →

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The Power of Who and the Power of Focus (Part 10)

Posted on November 20, 2018 by

For many years, we have espoused the idea of knowing Who should be your customer, and, sometimes more importantly, Who should NOT be your customer. Some recent research suggests that this is powerfully true in terms of customer satisfaction as … Continue reading →

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What Really Sets Amazon.com Apart

Posted on October 23, 2018 by

Amazon.com has claimed a relentless pursuit of customer-centric processes since its inception. Sure, Bezos’ access to VERY low-cost capital and minimal profit expectations gave him an advantage, but others have had those factors and no longer exist. It’s the fact … Continue reading →

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One Directional Conversations in a Two-Way World

Posted on June 5, 2018 by

Any observer of customer relationship management today can easily see we now live in a two-way world. Brands and companies no longer control the conversation or message delivered about them to the marketplace. Sharp companies have dedicated people monitoring social … Continue reading →

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What’s Really Wrong With United Airlines?

Posted on March 14, 2018 by

Over the last 15 months or so United Airlines has received a lot of well deserved negative publicity. Here is a partial list: In January of 2017 they were blamed for killing a passenger’s Golden Retriever dog because it didn’t … Continue reading →

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The Danger of Automated Processes

Posted on February 27, 2018 by

In an effort to increase efficiency, many companies are automating customer experience processes; resulting in unintended problems with effectiveness. I experienced this first hand recently with the Ford Motor Company. I’ve been a fan of Ford since they didn’t take … Continue reading →

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