Tag Archives: american airlines

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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God bless SWA

As regular readers know, I fly a lot. Over the last few years I have increased my travel on Southwest Airlines. This has occurred because with all the mergers I rarely get upgraded on the “legacy” airlines, and with fewer … Continue reading

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The dichotomy of the airlines

Maybe it’s schizoprhenia, who knows. I was getting ready to leave to go to the airport to catch my American Airlines flight to St. Louis when I get a call from a live person telling me the flight has been … Continue reading

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Culture vs. Strategy

It was reported last Friday that Republic Airways had “won” the right to buy Frontier Airlines despite a lower bid than Southwest Airlines submitted. Both companies have valid strategic reasons to buy Frontier, and Southwest’s larger size allowed them to … Continue reading

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What goes around…

A short time ago I lost part of my power adapter on an American Airlines flight. I travel with my laptop and a Targus power adapter so that when I am on a flight with seat power I can use it to avoid … Continue reading

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Snatching defeat from the jaws of victory

I witnessed something tonight that I wish was surprising or shocking. Unfortunately it wasn’t. I was sitting on my American Airlines flight from Dallas to New Orleans as they closed the cabin door a few minutes early. Nice, because that … Continue reading

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Cutting customer complaints

The fastest way to cut customer complaints is to make it so hard or pointless to complain that they don’t bother. Research studies published several years ago suggested that only one person in 26 with a reason to complain would do … Continue reading

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The “wow” factor

My wife’s Garmin died last week. Well, at least it appeared to have died. Since we are going to Irelandthis week, and planned to bring it with us, I needed to try to resurrect it. It demonstrated all the conditions … Continue reading

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Is It Safe To Fly?

Since I fly a lot, people have asked me a bunch of questions about the current American Airlines maintenance debacle. Questions have ranged from “do you feel safe flying” to “how can they do this to their customers.” As you … Continue reading

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