Tag Archives: customer satisfaction

Which comes first the chicken or the egg?

Back to two of our favorite subjects: customer service and airlines. The AP reported on May 20th that once again the U.S. Airline industry had received “dismal” grades from their customers. But then who is surprised? I doubt even the airlines … Continue reading

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What A Difference A Decade Makes

About 10 years ago I locked my keys in my Hertz rental car in 8 below weather in Minneapolis. I called Hertz for help and they told me (seriously) to bring the car back to the airport and they would … Continue reading

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Should you bother with customer retention?

For years experts (us included) have written about the value of customer retention. The idea is that retaining customers is more profitable than creating new ones and that profitable growth comes from keeping your existing customers while working to add … Continue reading

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Price vs. Value

  You don’t have to have been with us long to know we believe that nothing needs to be a commodity if you look at what the customer is buying instead of what you are selling. (If you want to … Continue reading

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Why is US Airways the worst US Airline?

First, let’s get clear on the ranking. Consumer Reports reported in their June issue that a survey of their readers (over 30,000 respondents) ranked US Airways as the worst US Airline. Now, the question is how do they earn that … Continue reading

Posted in airlines, customer loyalty, customer satisfaction, customer service | Tagged , , , , | 15 Comments