Monthly Archives: February 2011

Disruption management: why risk losing your customers?

Posted on February 20, 2011 by Rainer Uphoff

UPDATE: one week later, same flight, same delay, but this time Iberia did a BRILLIANT job. See below. Just have a look at the photo on the left: it’s a quiet February afternoon at Iberia’s Madrid hub, but for some reason … Continue reading →

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