Tag: Customer Satisfaction

  • Troubled Skies – Why are budget airlines failing?

    Troubled Skies – Why are budget airlines failing?

    Troubled Skies – Why are budget airlines failing? By now everyone reading this will be aware of the major announcement that Southwest made on Thursday 7/25.  The original version of this paper was written on Friday June 19th, nearly a week before Southwest announced changes to its 53-year-old business model. Airlines are always in the…

  • | Video Blog | Customer Satisfaction

    | Video Blog | Customer Satisfaction

    Satisfaction alone won’t drive your business forward—loyalty will. Companies have been measuring customer satisfaction since the 1750s, and by the 1980s, it became a standard practice. Here’s the thing: measuring customer satisfaction isn’t an end in itself. It’s a means to achieving customer loyalty. As the old saying goes, “Satisfaction is worthless, loyalty is priceless.”…