A few years ago, I was seated in the boarding area at Dulles International Airport awaiting my fate as a standby passenger on the last nonstop flight to Denver. About ten minutes after the last passenger boarded, my name was called and I was given a seat assignment and permitted
Studies by J.D. Power and Associates and others suggest that customer loyalty may increase when problems experienced by customers are resolved to their satisfaction (or, better yet, their delight). Even so, problems often go unresolved or ignored by employees who are in a position to make things right and win
Last weekend, my 7 year-old was the ring bearer in a family wedding. It was a formal outdoor wedding that required Cooper to wear a tuxedo. (Insight: Most 7 year-old boys resist wearing collared or button-up shirts let alone a full-on tuxedo for 3 hours of picture taking and ceremony.)
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