Great customer service story

Guest blogger: Mimi Grant, of ABL (Adaptive Business Leaders) wrote (her blog, her company) this super customer service story about Southwest Airlines. Enjoy. I’m not ashamed to admit it: I love SWA. The other day, “commuting” back to Orange County from the Bay Area,...

Amazon.com’s obsession

NYTimes.com recently published a great story about the company, Amazon.com and their customer service. My favorite part of the article is a quote from Jeff Bezos, CEO, who was interviewed on the TV show Charlie Rose. He said about his customers: “They care about...

A successful “employee first” model

Most likely you’ve heard that Southwest Airlines is a unique and very successful company. You might have heard about their casual attire or seen their humorous nature first-hand. When I lived in Dallas, I flew Southwest and remember their unusual style but reading...

The heart of differentiation

I just read an article in a Peppers & Rogers newsletter mentioning the work of Alaska Airlines to improve the customer experience and how this year they made a profit (amazing in airlines). And I read this perfect quote I had to share: “In an interview with...