Poka Yoke "Disasater"
24 August 2008
If your entire business is built around writing, your reputation is built on the supposed quality of that writing and reporting that it was based on,…
American's "Improved Access" Strategery
20 August 2008
Sometimes you just have to wonder if the right hand is talking to the left hand. The other day I received an email from American Airlines announcing…
A United Pilot Remembers the Customer
23 July 2008
Airlines have been cutting back on all kinds of services, ranging from removing pillows to charging for aisle seats and even peanuts. Yes, rising fue…
Getting Paid Not To Work
28 April 2008
Do you want a quick response while on the phone with customer service? Should you? A new book by Bill Price and David Jaffe, The Best Service is No…
Survey: 3 Respondents Required
28 March 2008
11:48am - My email software, configured to check email every 5 minutes, receives the following: United Airlines - As one of our best customers, your…
Boeing: Whiner Extraordinaire
9 March 2008
Somehow the entire month of February slipped by without us having something to say about Boeing. Regular readers know that for the last two or three…
Root Cause Customer Service
4 November 2007
Our friend Don Boundreaux, chair of the department of economics at George Mason University and blogger at Cafe Hayek, had an article in the Christian…
Harvard's Flying Pigs
28 October 2007
Pigs may soon be flying. We've thrashed the large b-schools quite a bit for ivory tower wisdom that usually promotes the glories of oursourcing,…