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Home » Posts Tagged "american airlines"
American Airlines Makes a Bad Customer Experience Worse
  • marketing
Mar18

American Airlines Ma...

posted by Rick

When things are going well, it’s easy to be nice. It’s only when the going gets rough that you find out what a person, or a company, is made of. Customers who experience service problems that are dealt with appropriately by the company score far higher on loyalty measurements than customers who have never had a problem at all. I guess nobody told American Airlines.

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Rick Scherle is an executive coach, marketing consultant, teacher, artist, hacker, and Yoga practitioner who lives in the San Francisco Bay Area.

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