Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk
(Inc,) A few basic, thoughtful decisions can contribute to lasting success.
My Comment: Full disclosure: I do most of my flying on American Airlines. This article does a little AA bashing, and I can see the point, but what the author writes about Delta is well worth studying – and even emulating. By the way, I also fly Delta and I can’t argue what this author’s view on how well Delta has managed both the employee and customer (passenger) experience.
Seven Ways To Improve Customer Service by Sara Lavenduski
(ASI) An excellent customer service experience
