Be Good to Each Other & Galvanize Customer Loyalty

Ya know, Kudos to Starbucks for their College Achievement Plan. Seriously.  The plan offers eligible full and part time employees full tuition coverage to earn a bachelor’s degree from Arizona State University.  Starbucks gets that this employee benefit will generate greater customer loyalty. I’m sure you’re thinking, “Wait, what? An employee tuition program fosters customer loyalty? She is nuts.”  Hang with me here; let me explain

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Turbulence Subsiding, but the Seatbelt Sign Remains On for United

While I’d like to take credit for the full-page ads United Airlines finally was able to publish in many of the Top 10 Daily Newspapers yesterday, and for the eMail I received about the same time from CEO Oscar Munoz, it would be a bit of hubris for me to think my blog post from April 15th catalyzed these actions.....

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Failed Customer Centricity and a Brand Implosion: United Airlines

Like many of you I am mortified by what we all witnessed as social media exposed United Airline’s practices run amok this past Monday.  As a year-over-year 1K nearly 2-million mile United customer, I am deeply disturbed and seriously reconsidering the value of that loyalty. 

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