There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Frontier Airlines Pilot...
As I line up to board the Delta flight from my home town of Sarasota, FL the announcement is made for all Diamond, Gold & Silver Customers to please board. At this point 75% of the people move towards the gate! It is crazy and something has to change. Well it has....
Chief Customer Officers (CCO) are charged with ensuring that an organization’s customer experience is considered by all departments, in all major decisions, at all times. He or she is the one executive whose job it is to represent the customer at their company. The...
I am amazed how organizations can be so clever and yet so dumb. Organizations constantly talk about the importance of having loyal customers but they rarely do anything about it. I am a great believer that business is not as complex as people make out. Take building...
As I travelled to the Olympic Park to see the Paralympic games, I was reading an article in the Economist about the patent wars with Apple. I had just taken a picture on my iPhone, tagged my family members, checked in and then posted on Facebook. This involved GPS,...
We have some friends who only call us when they want something. Lorraine (my wife) and I were discussing this the other day. We have become tired of phoning them and asking them out to places but them never phoning us. I guess this really tells us what they think...
