Customer experience isn’t just about policies; it’s about promises. And when those promises are broken, the ripple effects can be long-lasting. In this quick, seven-minute Pocket Sized Pep Talk, I share a personal story of loyalty, status, and a missed opportunity for a major airline. After nearly four decades and over two million miles with United Airlines, I was reminded that what matters most isn’t the perks, it’s how a company responds when things go wrong. It seems that United breaks more than guitars; they break commitments.
You'll learn:
Why consistency matters more than clever policy
What not to say when dealing with a disappointed customer
How small failures can lead to big losses in customer trust