Tag Archives: customer service

Not Quite the Right Mix: Kitchen Aid doesn’t serve up the recipe we’re looking for

Do you wait for a customer to call and tell you about a problem you already know exists? Or do you proactively contact them to let them know you’ll be taking care of a potential situation before it has the opportunity to cause a problem?
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Lessons from the Road: If it Weren’t For Those Pesky Customers!

What signals is your business sending to its customers? Are you signaling them not to bother you in the future?
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The United and Continental Merger: The Real Reason Bigger and Badder isn’t Necessarily Better

United Airlines lost track of their target market. Or, more specifically, they focused on where the market *used* to be, as opposed to where it is now. And we as passengers are feeling the pain as a result.
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Why the Spirit Doesn’t Move Me…and Other Lessons from Air Travel

It seems every time you turn around, an airline is trying to find another way to charge passengers to use their services. The latest episode involves Spirit Airlines’ recent decision to charge passengers for carry-on luggage. This comes after most … Continue reading

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