Web 2.0 and the Rise of Multiple Voices
The Amplifying of Bad Press
Your customers are now complaining not just to the small circle of people they know. With the growth of social media such as online communities and blogs, everyone can speak to a larger audience.
Learning Customer Service From the Airline Business?
In the 1970s, the airline industry was getting commoditized. Everyone had similar planes, the food was awful in most cases, and airline companies provided high levels of service only to business or first class passengers.
Singapore Airlines: A Case for Superlative Customer Service
Flying is about getting from Point A to Point B
In the 1970s, the airline industry was getting commoditized. Everyone had similar planes, the food was awful in most cases, and airline companies provided high levels of service only to business or first class passengers.
Sounds like an industry on its way down or an opportunity for someone to shatter the status-quo?
