Airlines have done a tremendous job putting together programs and features to enhance the “enjoyment” of travelers.  From airport lounges to rewards, all the way to WI-FI in flight, it’s obvious the head offices and strategic minds of these carriers are turning customer centric...

Every second of the day, conclusions of a companies brand are being formed by individuals around the world.  Positive or negative is not the question nor what matters most, it’s how the company protects the brand which is the differentiators with today’s web savvy consumer. Brand protection...

I was astonished to receive an invitation from a very large & world renowned research firm to attend an on line seminar that provided among other things, the information to help you select what customers are best to FIRE to improve operational efficiencies.  Naturally, being a Customer Service Evangelist...