I found some interesting information on The Employee Factor Blog -Judy McLeish wrote the following truths “..Someone from every company should read the article in the New York Times titled – “Airlines Learn to Fly on a Wind and an Apology”. We think this article is particularly timely as more and more companies are striving to deliver a better, more powerful customer experience. Southwest Airlines has someone in charge of Proactive Customer Communication. What does that mean? This individual spends “12-hour work days finding out how Southwest disappointed its customers and then firing off homespun letters of apology .” How do you feel we could use the suggested infomation ?
I am happy that we do a good job, but want to keep getting better!