Best Practices: From First To Worst – Continental In A Post United World, Lessons In Next Gen Customer Experience
Multiple Respected Research Survey Results Confirm Frequent Flyer Observations It’s official. In multiple respected customer experience research reports that cover the airline industry, the results are in. Despite the numerous attempts by CEO Jeff Smisek to gloss over the issue with increasingly slicked up, feel good, on board welcome ads, Continental’s customer satisfaction numbers have [...]
News Analysis: The Implications Of Oracle’s Acquisition Of Taleo
Catch my colleague Yvette Cameron’s point of view here when published. She covers Future of Work for Constellation Research, Inc. Oracle Plays Catch Up With Public Cloud Ambitions On February 9th, Oracle announced its intention to acquire Dublin, CA based Taleo for $1.9B. Taleo is a cloud based talent management software provider with 5000 customers [...]
United/Continental Merger: Cost Cutting to the Extreme? One Used Barf Bag at a Time …
As I write this, United flight 7473 has leveled out at a bumpy 35,000 feet, departing from Philadelphia en route to Chicago. I’m sitting in seat 16B in the back of a regional jet, next to my seven-year-old son who feels “germy,” i…
Travel Tuesday — Is Procurement Getting More Involved in Travel Spend?
I thought I’d start a regular Tuesday column on a subject that is near and dear to my P&L: travel. When I looked closely at my costs over the past few years, I realized that our firm’s travel-related expenses comprised a material percentage of our co…
