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A Esquina do Desencontro

Histórias de Desencontros Ficcionais (ou Não) na Esquina da Vida

A Esquina do Desencontro

Histórias de Desencontros Ficcionais (ou Não) na Esquina da Vida

The Art of Customer Delight

Airlines routinely rank at the bottom of customer satisfaction surveys. But we would wager that most customers, like us, find that the time on the plane — the “sit back, relax, and enjoy the flight” part — is the least awful piece of their experience. The nightmare is everything else: prices that change from minute to minute and bear no perceivable relationship to actual cost or value; fees for checking bags and just about any amenity; and frequent delays caused by weather or “the late arrival of the incoming aircraft.” Airports themselves have their own set of annoyances: check-in kiosks that are out of order or can’t read your credit card; the queues and indignities of security; inadequate staffing; seemingly random gate-change announcements; and the scrum at the gate.

read more in www.strategy-business.com

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