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	<title>Passenger Experience by Design</title>
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		<title>Why are the most hated airlines so profitable?</title>
		<link>http://ourpax.com/tools/learning-from-the-worlds-most-hated-best-airlines-expectation-management/</link>
		<comments>http://ourpax.com/tools/learning-from-the-worlds-most-hated-best-airlines-expectation-management/#comments</comments>
		<pubDate>Sat, 31 Dec 2011 21:42:49 +0000</pubDate>
		<dc:creator>Rainer Uphoff</dc:creator>
				<category><![CDATA[How-to & FAQ]]></category>
		<category><![CDATA[Strategy]]></category>
		<category><![CDATA[Tools]]></category>
		<category><![CDATA[Aer Lingus]]></category>
		<category><![CDATA[cem]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[expectations management]]></category>
		<category><![CDATA[rainer uphoff]]></category>
		<category><![CDATA[value proposition]]></category>
		<category><![CDATA[Vueling]]></category>

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		<description><![CDATA[Expectations need to be defined as part of a Customer Experience Management (CEM) project. Without this, the value proposition becomes unmanageable. Continue reading &#8594;]]></description>
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		<title>Airlines are from Mars, customers are from Venus</title>
		<link>http://ourpax.com/tools/airlines-are-from-mars-customers-are-from-venus/</link>
		<comments>http://ourpax.com/tools/airlines-are-from-mars-customers-are-from-venus/#comments</comments>
		<pubDate>Mon, 14 Nov 2011 01:40:26 +0000</pubDate>
		<dc:creator>Rainer Uphoff</dc:creator>
				<category><![CDATA[Best practice]]></category>
		<category><![CDATA[Tools]]></category>
		<category><![CDATA[airline]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer listening]]></category>
		<category><![CDATA[hotel]]></category>
		<category><![CDATA[management]]></category>
		<category><![CDATA[passenger experience]]></category>
		<category><![CDATA[rainer uphoff]]></category>
		<category><![CDATA[voice of customer]]></category>

		<guid isPermaLink="false">http://ourpax.com/?p=891</guid>
		<description><![CDATA[Customer Listening is the first step to improve the Customer Experience and create new value propositions. CRM and other airline IT tools can help to implement it. Continue reading &#8594;]]></description>
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		<slash:comments>2</slash:comments>
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		<title>Confessions of an Entrepreneur: Intrapreneurship within Airlines?</title>
		<link>http://ourpax.com/tools/confessions-of-an-entrepreneur-why-is-airline-intrapreneurship-failing/</link>
		<comments>http://ourpax.com/tools/confessions-of-an-entrepreneur-why-is-airline-intrapreneurship-failing/#comments</comments>
		<pubDate>Tue, 11 Oct 2011 13:24:38 +0000</pubDate>
		<dc:creator>Rainer Uphoff</dc:creator>
				<category><![CDATA[Strategy]]></category>
		<category><![CDATA[Tools]]></category>
		<category><![CDATA[airline]]></category>
		<category><![CDATA[business model generation]]></category>
		<category><![CDATA[entrepreneur]]></category>
		<category><![CDATA[innovation]]></category>
		<category><![CDATA[intrapreneuship]]></category>
		<category><![CDATA[lean startup]]></category>
		<category><![CDATA[rainer uphoff]]></category>
		<category><![CDATA[value chain]]></category>
		<category><![CDATA[value grid]]></category>
		<category><![CDATA[value proposition]]></category>

		<guid isPermaLink="false">http://ourpax.com/?p=841</guid>
		<description><![CDATA[Airline intrapreneurship will revolutionize the way how airlines will innovate and reinvent themselves to create more valuable proposals to their customers. Continue reading &#8594;]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Where is the Travel Industry’s Silicon Valley?</title>
		<link>http://ourpax.com/tools/strategy-tools/where-is-the-travel-industry%e2%80%99s-silicon-valley/</link>
		<comments>http://ourpax.com/tools/strategy-tools/where-is-the-travel-industry%e2%80%99s-silicon-valley/#comments</comments>
		<pubDate>Mon, 26 Sep 2011 13:30:56 +0000</pubDate>
		<dc:creator>Rainer Uphoff</dc:creator>
				<category><![CDATA[Strategy]]></category>
		<category><![CDATA[airline]]></category>
		<category><![CDATA[Apple]]></category>
		<category><![CDATA[facebook]]></category>
		<category><![CDATA[hotel]]></category>
		<category><![CDATA[IT]]></category>
		<category><![CDATA[rainer uphoff]]></category>
		<category><![CDATA[silicon valley]]></category>
		<category><![CDATA[social media]]></category>
		<category><![CDATA[tourism]]></category>

		<guid isPermaLink="false">http://ourpax.com/?p=799</guid>
		<description><![CDATA[Airlines need to new levels of innovation to offer customer experience 2.0 to Facebook Generation customers. Continue reading &#8594;]]></description>
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		<title>What if &#8220;AA&#8221; meant &#8220;Apple Airlines&#8221;? A tribute to Steve Jobs.</title>
		<link>http://ourpax.com/uncategorized/what-if-aa-meant-apple-airlines-a-tribute-to-steve-jobs/</link>
		<comments>http://ourpax.com/uncategorized/what-if-aa-meant-apple-airlines-a-tribute-to-steve-jobs/#comments</comments>
		<pubDate>Wed, 31 Aug 2011 15:39:38 +0000</pubDate>
		<dc:creator>Rainer Uphoff</dc:creator>
				<category><![CDATA[Best practice]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Tools]]></category>
		<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[Airlines]]></category>
		<category><![CDATA[Apple]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[leadership]]></category>
		<category><![CDATA[management]]></category>
		<category><![CDATA[rainer uphoff]]></category>
		<category><![CDATA[Steve Jobs]]></category>
		<category><![CDATA[strategy]]></category>

		<guid isPermaLink="false">http://ourpax.com/?p=762</guid>
		<description><![CDATA[What can airlines learn from Steve Jobs and Apple's way of managing corporate strategy? Continue reading &#8594;]]></description>
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		<slash:comments>1</slash:comments>
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		<item>
		<title>After the age of CFO-CEOs, we now need people-CEOs!</title>
		<link>http://ourpax.com/leadership-2/after-the-age-of-cfo-ceos-we-now-need-people-ceos/</link>
		<comments>http://ourpax.com/leadership-2/after-the-age-of-cfo-ceos-we-now-need-people-ceos/#comments</comments>
		<pubDate>Thu, 18 Aug 2011 00:42:54 +0000</pubDate>
		<dc:creator>Rainer Uphoff</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[airline]]></category>
		<category><![CDATA[CEO]]></category>
		<category><![CDATA[Chief Customer Officer]]></category>
		<category><![CDATA[marketing]]></category>
		<category><![CDATA[rainer uphoff]]></category>
		<category><![CDATA[value proposition]]></category>

		<guid isPermaLink="false">http://ourpax.com/?p=753</guid>
		<description><![CDATA[Airlines need to change and become people oriented organizations that create innovative value propositions. This requires Chief Customer Officer.  Continue reading &#8594;]]></description>
		<wfw:commentRss>http://ourpax.com/leadership-2/after-the-age-of-cfo-ceos-we-now-need-people-ceos/feed/</wfw:commentRss>
		<slash:comments>8</slash:comments>
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		<item>
		<title>From CEM to CEL: What if Customer Experience Management (CEM) is becoming a Commodity?</title>
		<link>http://ourpax.com/leadership-2/from-cem-to-cel-what-if-customer-experience-management-cem-becoming-a-commodity/</link>
		<comments>http://ourpax.com/leadership-2/from-cem-to-cel-what-if-customer-experience-management-cem-becoming-a-commodity/#comments</comments>
		<pubDate>Mon, 18 Jul 2011 11:49:35 +0000</pubDate>
		<dc:creator>Rainer Uphoff</dc:creator>
				<category><![CDATA[Leadership]]></category>
		<category><![CDATA[airline]]></category>
		<category><![CDATA[avionline]]></category>
		<category><![CDATA[CEL]]></category>
		<category><![CDATA[cem]]></category>
		<category><![CDATA[commodity]]></category>
		<category><![CDATA[Customer Experience Leadership]]></category>
		<category><![CDATA[customer experience management]]></category>
		<category><![CDATA[rainer uphoff]]></category>

		<guid isPermaLink="false">http://ourpax.com/?p=732</guid>
		<description><![CDATA[Customer Experience Management (CEM) is becoming a commodity. That's why avionline developed the Customer Experience Leadership (CEL) methodology for airlines and the travel industry Continue reading &#8594;]]></description>
		<wfw:commentRss>http://ourpax.com/leadership-2/from-cem-to-cel-what-if-customer-experience-management-cem-becoming-a-commodity/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
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		<item>
		<title>The next ash cloud is here: best practice for massive service disruptions</title>
		<link>http://ourpax.com/crisis/the-next-ash-cloud-is-here-best-practice-for-massive-service-disruptions/</link>
		<comments>http://ourpax.com/crisis/the-next-ash-cloud-is-here-best-practice-for-massive-service-disruptions/#comments</comments>
		<pubDate>Tue, 07 Jun 2011 20:57:29 +0000</pubDate>
		<dc:creator>Rainer Uphoff</dc:creator>
				<category><![CDATA[Best practice]]></category>
		<category><![CDATA[Crisis]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[aerolineas argentinas]]></category>
		<category><![CDATA[argentina]]></category>
		<category><![CDATA[ash cloud]]></category>
		<category><![CDATA[best practice]]></category>
		<category><![CDATA[discussion]]></category>
		<category><![CDATA[linkedin]]></category>
		<category><![CDATA[rainer uphoff]]></category>
		<category><![CDATA[service disruption]]></category>

		<guid isPermaLink="false">http://ourpax.com/?p=717</guid>
		<description><![CDATA[&#160; UPDATE: Follow the open discussion at our LinkedIn Airline Customer Experience Management (CEM) group. It&#8217;s not one of the virtual, invisible, hip and tidy Scandinavian ash clouds that Iceland send from time to time over Europe: this one is dirty, &#8230; Continue reading &#8594;]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Outsourcing or not outsourcing. Is that still a question?</title>
		<link>http://ourpax.com/tools/bestpractice/outsourcing-or-not-outsourcing-is-that-still-a-question/</link>
		<comments>http://ourpax.com/tools/bestpractice/outsourcing-or-not-outsourcing-is-that-still-a-question/#comments</comments>
		<pubDate>Sat, 04 Jun 2011 18:07:43 +0000</pubDate>
		<dc:creator>Rainer Uphoff</dc:creator>
				<category><![CDATA[Best practice]]></category>
		<category><![CDATA[airline]]></category>
		<category><![CDATA[cem]]></category>
		<category><![CDATA[customer experience management]]></category>
		<category><![CDATA[decision taking]]></category>
		<category><![CDATA[outsourcing]]></category>
		<category><![CDATA[quality]]></category>
		<category><![CDATA[rainer uphoff]]></category>
		<category><![CDATA[service chain]]></category>

		<guid isPermaLink="false">http://ourpax.com/?p=708</guid>
		<description><![CDATA[Customer Experience Management (CEM) can help airlines, hotels and travel industry providers to contextualize outsourcing strategically for good decision taking Continue reading &#8594;]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>The Twitter trap. Or: avoiding the @ATT way.</title>
		<link>http://ourpax.com/stories/the-twitter-trap-or-avoiding-the-att-way/</link>
		<comments>http://ourpax.com/stories/the-twitter-trap-or-avoiding-the-att-way/#comments</comments>
		<pubDate>Tue, 31 May 2011 21:26:10 +0000</pubDate>
		<dc:creator>Rainer Uphoff</dc:creator>
				<category><![CDATA[Best practice]]></category>
		<category><![CDATA[Stories]]></category>
		<category><![CDATA[Tools]]></category>
		<category><![CDATA[airline]]></category>
		<category><![CDATA[AT&T]]></category>
		<category><![CDATA[cem]]></category>
		<category><![CDATA[customer relations]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[facebook]]></category>
		<category><![CDATA[rainer uphoff]]></category>
		<category><![CDATA[social media]]></category>
		<category><![CDATA[twitter]]></category>

		<guid isPermaLink="false">http://ourpax.com/?p=700</guid>
		<description><![CDATA[Using Social Media as Customer Service tools Continue reading &#8594;]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>From CRM to CEM &#8211; monetizing real loyalty</title>
		<link>http://ourpax.com/tools/from-crm-to-cem-monetizing-real-loyalty/</link>
		<comments>http://ourpax.com/tools/from-crm-to-cem-monetizing-real-loyalty/#comments</comments>
		<pubDate>Thu, 14 Apr 2011 01:44:39 +0000</pubDate>
		<dc:creator>Rainer Uphoff</dc:creator>
				<category><![CDATA[Best practice]]></category>
		<category><![CDATA[Tools]]></category>
		<category><![CDATA[cem]]></category>
		<category><![CDATA[crm]]></category>
		<category><![CDATA[ffp]]></category>
		<category><![CDATA[loyalty]]></category>
		<category><![CDATA[rainer uphoff]]></category>

		<guid isPermaLink="false">http://ourpax.com/?p=689</guid>
		<description><![CDATA[Customer Experience Management (CEM) puts both CRM and Frequent Buyer Programs in a context: generate revenue from truly loyal customers. Continue reading &#8594;]]></description>
		<wfw:commentRss>http://ourpax.com/tools/from-crm-to-cem-monetizing-real-loyalty/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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		<item>
		<title>Don&#8217;t start CEM without these key elements</title>
		<link>http://ourpax.com/leadership-2/dont-start-cem-without-these-key-factors/</link>
		<comments>http://ourpax.com/leadership-2/dont-start-cem-without-these-key-factors/#comments</comments>
		<pubDate>Thu, 24 Mar 2011 14:37:51 +0000</pubDate>
		<dc:creator>admin</dc:creator>
				<category><![CDATA[Leadership]]></category>

		<guid isPermaLink="false">http://ourpax.com/?p=681</guid>
		<description><![CDATA[The results of implementing Customer Experience Management (CEM) vary from company to company. But after participating or leading a fair amount of CEM projects, I found some key factors that seem to indicate the difference between a highly profitable implementation &#8230; Continue reading &#8594;]]></description>
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		<slash:comments>0</slash:comments>
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