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Please Give Me a 10: Interpreting Customer Satisfaction Surveys in an Era of...
Say you’re considering going out to dinner in a city you’ve never visited before and there are two different surveys of local restaurants that you can use to help choose a place to eat: Survey 1, which...
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United Airlines: Stop Bouncing People Out of Reserved Seats
Dear United: Just when I thought you couldn’t get worse, you have managed to again perform well below expectations. How? I now believe that you have a deliberate policy to bounce low-tier flyers from...
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Hotwire’s Demonstration of How to Lose a Customer for Life
Here’s a simply superb recipe for how to lose a customer for life. Step 1: Misrepresent your offering. I needed to book a hotel on Hotwire. I picked a 4-star blind booking because I didn’t care...
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