Excellence is great. Delivery is the challenge! Particularly in the little details…
(Yes, I know!, my English isn’t perfect either.)
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- After the age of CFO-CEOs, we now need people-CEOs!
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- From CEM to CEL: What if Customer Experience Management (CEM) is becoming a Commodity?
- Is Customer Experience Leadership contradictory to Cost Leadership?
- What if “AA” meant “Apple Airlines”? A tribute to Steve Jobs.
- Where is the travel industry’s Silicon Valley?
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- Air Berlin: You can do better!
- Iberia: Is common sense too much to ask for?
- Bad service destroys a great brand: Starwood’s W Hotel, Barcelona
- DHL: Customers can be bad, bad guys. Really!
- “Surprice!” – Customers don’t like to pay for the privilege of paying!
- Monarch must learn to listen
- Dear alliances, please don’t mislead your customers
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- Your service: heartlessly perfect or perfectly heartless?
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