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Why Our Economy Isn’t Going Down the Tubes

Why Our Economy Isn’t Going Down the Tubes

This week I received one of those alarmist chain letters decrying the collapse of the American economy and using for argument 19 “shocking” statistics about the deindustrialization of America. Relax, that’s a good thing.

American Airlines Makes a Bad Customer Experience Worse

American Airlines Makes a Bad Customer Experience Worse

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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