Quaint is no substitute for quality

Recently, I’ve spent some time on Amtrak. It’s easy to compare the differences between train and air travel. Speed and cost are the really obvious ones and they remind me of the old consultant’s saw: “Quality, Speed or Price, choose any two.” Meaning, of course, that you can choose 2 of those, but the 3rd […]

Leverage your strengths

Today’s guest post is from Freight Dawg (gotta like that name), who writes about Southwest Airlines’ free baggage policy. An additional thought to take away from this: Leverage your strengths. Home run hitters don’t work on their pitching. They work on their hitting.

American Airlines tests the law of unintended consequences

American Airlines has had only a few advertising slogans over the last several decades. We know why you fly. We’re American Airlines. (Uh, because it takes too long to drive?) Something special in the air. (It was the dog, really!) Doing What We Do Best (and that is?…) That isn’t where the PR is coming […]

Wedding and a funeral create a customer service mashup

Miss me? Between a wedding, an unexpected funeral (is there any other kind?), the joy of Greyhound-esque air travel, no time to post and no access to the net, the blog’s been bit dark since late last week. I’ve been in various parts of Missouri since Thursday, but I did bring you something: some fine […]