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15 January 2012 · Article

The Value Of The Direct Customer Experience

\r\n I was not feeling very appreciated on my flight the other day. As I sat in my seat (yes, the good news was that I had one!), I wondered what happened to customer service in this country.   

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\r\n The first leg of my flight was on United, the second on Continental. The airlines are now merging. It will be interesting to see if any benefit emerges for the customer. 

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\r\n This article challenges us to think about the quality of the experience we offer to our customers.

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\r\n Ditka Reiner is the CEO and founder of Reiner Associates, Inc.


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