GetFeedback

JANUARY 12, 2020

Southwest gets lots of negative feedback on their boarding approach and yet decided that fixing this problem would raise costs and eventually cause customers to defect. airline industry, is rightly concerned with delivering the value customers expect, and so will not “fix” individual touchpoint issues even when customers request.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Service Untitled

OCTOBER 11, 2010

Book Review: Exceeding Customer Expectations I just finished reading Kirk Kazanjian’s book Exceeding Customer Expectations. No tips required at Elysian Consider that the ultimate in luxury means never having to. You can leave a response , or trackback from your own site.

Hotels 46

Hotels Travel Culture Competitive Advantage 46

SurveySensum

SEPTEMBER 8, 2023

In 2006, Bain & Company conducted thorough research on Dell’s detractors and promoters. Now, according to Bain & Company, if Dell could turn only 2-8% of those unhappy customers into satisfied ones, they could have boosted their annual revenue by $167 million. And eventually into your loyal customers.

NPS 52

NPS ROI Social Media Effort Score 52