Tag Archives: problem resolution

Jet Blue: A Little Lovin’ Goes a Long Way

March 19, 2007 – 11:26 PM

It’s a well-known postulate in the world of customer service, that a customer who has had a negative experience quickly and sufficiently remedied by the offending business tends to be even more loyal to that business than the customer who has never, ever had a negative experience with them.  When I first heard that, I [...]

By knowledgence associates | Posted in Business, Customer Service | Also tagged | Comments (0)

Something for Everyone

November 18, 2006 – 1:24 PM

That’s the tag-line for The Cheesecake Factory in Burlington, MA where I had dinner with a business colleague last week.  In my ongoing quest for the points where marketing, sales and service connect, I had a really interesting experience that I’d like to share. As anyone knows who goes to The Cheesecake Factory, there is [...]

By knowledgence associates | Posted in Business, Customer Service | Also tagged | Comments (3)

Fly With Us? US Air Grounds Itself With This Passenger

October 3, 2006 – 11:59 PM

As many of you know, the airline industry is at a difficult cross roads:  vying for customers, increasing fuel costs, profitability eroding, some airlines even emerging from bankruptcy filings.  Seems like a time when focusing on the customer would be a top priority, no?  Well – not for every airline, apparently.  Perhaps US Airways needs [...]

By knowledgence associates | Posted in Business, Customer Service | Also tagged , | Comments (1)
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