customer experience articles

Not only did the airline move quickly to apologize, accept full responsibility, and proactively introduce a passenger’s bill of rights (all effectively communicated by e-mail from CEO David Neeleman) but they actually had someone call to apologize. The caller was not some outsourced telemarketer working from a script. Instead, she actually asked for what went wrong and how they could fix it. She engaged in a dialogue about the steps the airline was considering and whether the measures would be enough. Filed under Building Customer Loyalty and Customer Retention Techniques.

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