Category Archives: customer service

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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The Customer Is NOT Always Right

There is a relatively old expression that says “the customer is always right.” Everyone knows that’s not true, but the idea is to treat them as if they are right. I have suggested that the customer is usually wrong, but … Continue reading

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Make Doing The Wrong Thing Hard

To help prevent errors, a construct translated as “make doing  the wrong thing hard” has been around informally for many decades. It was formalized as part of the Toyota Production System by Shigeo Shingo and called poka-yoke in Japanese. This … 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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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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Brick and Mortar Suicide Continues … Unabated

This topic is, unfortunately, a common theme for me (just do a search of the blog). It seems retailers have become so focused on getting better deals from their suppliers that they are forgetting that if they don’t actually sell … Continue reading

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