Tag Archives: american airlines

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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