Tag Archives: United Airlines

Customer service in the trenches

The holiday shopping season shines a spotlight on lowest-paid, undervalued assets of the customer experience: your front-line brand ambassadors. I’m talking about the clerks, baggage handlers, and waitstaff operating in the trenches of customer service to pour your coffee at … Continue reading

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How do you handle mistakes?

Everyone makes mistakes, and companies are no different. How one responds to a mistake speaks volumes for the credibility of a brand. Two cases in point from this weekend: The Advertising Age website was down when I tried to visit … Continue reading

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