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Tag Archives: airlines

An extraordinary story

It’s a familiar story: I had to change some airplane tickets to get to a funeral. There’s a surprise twist: JetBlue did it with no hesitation, in 10 minutes — with no fees at all. There’s a clear lesson: We all know what is the right thing to do, for our customers and our business. […]

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Bad situations are great opportunities to earn word of mouth

This is a post from our WordofMouth.org project. Check it out for more great word of mouth marketing tips like this every day. Because our world is run by humans, it’s a given that things will go wrong. At some point, something is going to break. Maybe it’s your fault, maybe not. The details won’t […]

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Newsletter #938: The “Anticipate It” Issue

[Welcome back to the Damn, I Wish I’d Thought of That! newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] Customer service isn’t just about fixing problems after they happen — it’s also about proactively making sure your customers are happy. […]

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Newsletter #935: The “Don’t Waste An Opportunity” Issue

[Welcome back to the Damn, I Wish I’d Thought of That! newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] Opportunities to get people to talk about you don’t have to come with Super Bowls, massive conferences, or lucky breaks. Sometimes, […]

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Are you begging people to hate your brand?

I’m stuck in an airplane being forced to watch an ad on the seat-back TV. The off button has been disabled, so I am being held hostage. So, how do I feel? I hate the the airline for making me watch this junk while I’m trying to work. Worse, I’m flabbergasted by the ad executive […]

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Make your special customers feel special

Don’t just tell your best customers that they’re special. Give them visible status that they can show off to their friends. Being a member of a loyalty program is nice. Showing off to my crew that I’m important is better. Home Depot’s “pro customer parking” is a simple and smart way to show status. Airlines do […]

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Newsletter #896: The “Ideas from Airlines” Issue

[Welcome back to the Damn, I Wish I’d Thought of That! newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] Sure, we’ve all been frustrated by airlines. There are certainly plenty of cracks, flaws, and opportunities for improvement in the industry. […]

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Do it right, or don’t do it at all

Midwest Express Airlines was famous for amazing customer service. Most noteworthy, they always baked fresh chocolate-chip cookies on every flight. The airline, the smell, and the word of mouth was legendary. There was deep customer love for this brand. They’ve since been rolled up with some other airlines into what is now Frontier. The service […]

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Delta’s case study: How we used customer service to get started in social media

Come to our upcoming BlogWell: How Big Brands Use Social Media conference in Seattle to hear REI, The Clorox Company, Deluxe, Microsoft, Itron, MillerCoors, Cargill, and Boeing share 8 great case studies on corporate social media. You’ll learn how to get started, get past roadblocks, and make your social media program phenomenal — and you’ll […]

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