The hidden cost of those canceled corporate junkets

by | Feb 24, 2009

First, before I get a lot of angry comments about this post, I want to say that I believe the folks at AIG and other companies acted unconscionably in planning expensive retreats after accepting taxpayer bailout money. But unfortunately, as with so many things in this...

5 free ways airlines could improve their customer service now

by | Jul 15, 2008

During my years as part of the management team of a major airline’s customer relations office, I always taught my staff what I called the “brussels sprouts” theory. It goes something like this: Mad customers are like brussels sprouts: If you eat them...