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 […]

Selling the unsellable

photo credit: striatic Adelaide, a Charlotte ticket agent with Delta Airlines, had undoubtedly heard similar passenger comments hundreds if not thousands of times. “$15 a bag and $40 for two? What’s with that?” She handled it well, including laughing at the ( joking) speculation by other passengers that all the luggage fees go to her […]

Airlines: What’s more valuable than a customer?

photo credit: law_keven One of the things that is most frustrating and wonderful these days are… airlines. Why frustrating and wonderful? They teach us far more than how NOT to treat people. They teach us how not to make a fair number of business decisions. They teach us how not to empower our staff. They […]

Ignore customers at your peril

photo credit: WTL photos On a recent 737-based flight, I got to tinker with Delta Airlines’ updated seat back video system, which includes TV, movies, games, flight information and music. I was impressed when the first prompt that came up was for a language. Impressed because it showed that they were thinking about all of […]

Update: Transparent Economics

Here’s some suggested reading in a follow up to my post “Transparent Economics“: A NY Times article about steps airlines are taking to make planes more efficient. Smart stuff. Kudos to them for looking at everything, but not just cutting for the sake of cutting. Quoting from the article: â??Our fleet is over 500 airplanes,â? […]

Transparent economics. Are yours?

Last Friday, we talked about the surging rate of fuel surcharges for ocean-going containerized freight and how it will soon affect the price of imported goods. As you might expect, fuel surcharges aren’t just going up for seagoing freight customers. It’s hitting air travel customers as well. This Times UK article talks about the recent, […]

Marketing winners and losers: Pope Benedict XIV’s visit to the U.S.

Several of my friends, a bunch of my Scouts, and some of my readers are Catholic, so this has been an exciting week for many of them due to the Papal visit to America. One of those friends does a great job of providing insight to lesser-known things Catholic, including stuff about Pope Benedict XVI’s […]

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 […]