• Home
  • Blog
  • Who We Are
  • Contact
  • Sponsors
Enterprise Irregulars
Smart Thinking for the Smart Enterprise
  • Featured Posts
  • Business
  • Technology / Software
  • Trends & Concepts
  • Startup Lessons

airlines

Best Practices: From First To Worst – Continental In A Post United World, Lessons In Next Gen Customer Experience

Best Practices: From First To Worst – Continental In A Post United World, Lessons In Next Gen Customer Experience

By R "Ray" Wang on March 2, 2012

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 […]

Posted in Business, Featured Posts | Tagged airlines, Arrogant CEOs, Atmosphere Research, Bruce Temkin, CEO, Constellation Research, Continental, Customer Experience, customer experience management, CXP, Failures, From First To Worst, From Worst To First, Henry Harteveldt, Jeff Smisek, Next Gen Customer Experience, R "Ray" Wang;, rwang0, social business, Social CRM, Social Enterprise, Social Media, social media monitoring, social service, social technologies, socialytics, Temkin Group, travel, United, United Airlines, United Holdings | 2 Responses

United/Continental Merger: Cost Cutting to the Extreme? One Used Barf Bag at a Time ...

United/Continental Merger: Cost Cutting to the Extreme? One Used Barf Bag at a Time …

By Jason Busch on October 4, 2010

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…

Posted in Business | Tagged airlines, Continental, rant, United

Should Airlines Adopt a "Bulk Freight" Model to Weighing Out Passengers and Cargo?

Should Airlines Adopt a “Bulk Freight” Model to Weighing Out Passengers and Cargo?

By Jason Busch on April 27, 2010

On the way to ISM, I sat on my United flight to San Diego behind a man who must have been over 350 pounds. He took up half the seat next to him (which an unfortunate soul was sitting in). The tray that my laptop was sitting on was completely askance, and every time this […]

Posted in Trends & Concepts | Tagged airlines, Body mass index, Body weight

Bad Processes? Great Service Makes Up For A Lot

Bad Processes? Great Service Makes Up For A Lot

By Sandy Kemsley on February 13, 2010

Every process blogger loves to write about their own good and bad process experiences, and I’m no exception. This weekend has been a case of incredibly bad processes, but really good customer service that made up for it. I’m stuck in Frankfurt on my way back to Toronto, and I’m actually not unhappy at all, […]

Posted in Business | Tagged Air Canada, Air travel, Airline, airlines, customer service, Lufthansa, SAS

When Airline Spend Really Matters: Measuring Roaches in Food as a  Defect Rate

When Airline Spend Really Matters: Measuring Roaches in Food as a Defect Rate

By Jason Busch on January 7, 2010

Having caught a good many United flights out of Denver
over the years, it gave my stomach pause to learn that one of
my hometown airline’s food caterers, LSG Sky Chefs, has been warned by the FDA to clean up its roach problem. While
some — …

Posted in Business | Tagged airlines, Food and Drug Administration, Foodservice, supply risk, United Airlines

feed mail facebook twitter linkedin

Partner Posts

zoho logo
  • The year in stats: the data we loved in 2020
  • Zoho Books turns 10
  • Introducing sections and advanced layouts in Writer ✨
  • How does Zoho comply with the UK Data Protection Laws post-Brexit?
  • Introducing Zoho Projects 7: Conquering the chaos in your project management process

EI Tweets

My Tweets

Popular Posts

  • Three types of GUIs - past, present and the future
  • A Memo regarding Corporate Social Media policies
  • 10 Ways People Find Relevant Information
  • Google’s Woes and the Right to Be Pixilated
  • 10 Charts That Will Change Your Perspective Of AI In Marketing
  • Strategy, Business Model, and Who's Your Customer
  • The Best Tech Companies For Remote Jobs In 2021 According To Glassdoor

Archives

Meta

  • Log in
  • Entries RSS
  • Comments RSS
  • WordPress.org

Authors

  • Anshu Sharma
  • Bob Warfield
  • Brian Sommer
  • Dave Kellogg
  • David Terrar
  • Denis Pombriant
  • Dion Hinchcliffe
  • Esteban Kolsky
  • Evangelos Simoudis
  • James Governor
  • Jason Corsello
  • Jason M. Lemkin
  • Louis Columbus
  • Michael Krigsman
  • Naomi Bloom
  • Paul Greenberg
  • Phil Fersht
  • R "Ray" Wang
  • Ross Mayfield
  • Sameer Patel
  • Sandy Kemsley
  • Susan Scrupski
  • Thomas Otter
  • Tom Raftery
  • Vijay Vijayasankar
  • Vinnie Mirchandani
  • Zoli Erdos
Sponsored by: