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frustrated traveler with luggage

Salvaging the Customer Relationship When Things Go Wrong

I love traveling, but detours and interruptions can make it incredibly frustrating. A recent travel experience reminded me that sometimes companies can’t fix their mistakes, but they can mitigate them effectively and leave customers feeling…

Are you part of the problem? Or the solution?

In almost every industry, companies aim to please their customers (at least they should). I recently took a United flight from Houston, TX to Tampa, FL. Once we pulled away from the gate and lined up to take-off, a major storm came in. All flights…