After the recent escapade with United Airlines that brought negative media attention to their brand AGAIN, their CEO decided to announce 10 things they plan on changing to win you back. Here’s their list:
In Case Study #22 I take a look at the debacle United Airlines (Fly the UNfriendly Skies) found itself in when a customer was, literally, dragged from a flight by airport security. We all saw the videos (See link: https://youtu.be/dASATLLvGRM) and the images were shocking. It started when United offered four customers $1,000 in flight […]
I’m going to make a prediction. There’s little chance this article and video will go viral. Here’s why. Because no one cares to talk about customer complaints. But I want to challenge you to listen to this whole thing because it will save you a lot of sleepless nights, make and save you a lot […]
Customer service may seem like a boring topic, but it’s important. But customer experience is even better. Here’s the difference between then two.