Today we published the 105th issue of Quality Times, our newsletter about all things Customer Experience and Customer Feedback. Email subscribers should have received their copied earlier today, and you can subscribe here.
This month I discuss the recent United Airlines fiasco. While it's always a bad idea to beat up your customers on video, most commentators have overlooked the fact that Delta Airlines also could have had a very bad PR month--but didn't. The reasons why United got all the bad publicity and Delta avoided it hold some important lessons for Customer Experience professionals.
As always, I hope you find this interesting and informative. Our newsletter is one of the ways we keep in touch with current and prospective customers, so if you know someone who might be interested please pass it along.