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Posted on: Sep 09, 2014

There is consensus that customers are central to business success.


Posted on: Jul 07, 2014


Is it not amazing that when one screws up, little is done to repair the damage? Yet, imagine how simple it can be, if we only applied the wisdom of common sense. I could not help recalling my experience last July when Air Tran left my fellow travelers and me in a tizzy in Atlanta. more…

Posted on: Jul 07, 2014

6 Es
This is the age of the customer! The evidence is very clear – customers can go where they want to. Their wallets have become mobile. They will go where they perceive the greatest value, not only from the perspective of price more…

Posted on: Jul 07, 2014

Increasingly we are finding practitioners speaking about customer engagement rather than customer experience. We have also found a chorus of voices touting employee engagement.  Both have been recognized as having a positive more…

Posted on: Nov 11, 2013

Right in the midst of an Air Tran flight cancellation, we did an “on the Spot Survey” to get feedback on how Air Tran handled the situation. more…