Airlines are the poster child for how NOT to create customer loyalty. My recent experience with British Airways shows just how much work this industry has to do. Here’s a recap of the points of failure in addressing customer experience issues. I share this not as a bash on BA (even though it is deserved), [...]

I recently had the opportunity to participate with Bruce Temkin of Temkin Group and Lara Wise of tw telecom in a webinar on using customer feedback to fuel business growth. The key takeaway of the session was that voice of the customer programs are not just about listening; the real value comes when organizations democratize [...]

In a prior post I discussed the impact that focusing on the customer has had on the Credit Union business and specifically highlighted San Francisco Credit Union’s ability to drive growth with little or no investment in advertising. I recently had the opportunity to collect more insights from Diana Dykstra, President and CEO of San [...]