It’s been a couple of weeks since United Airlines re-accommodated a passenger by helping him remove some front teeth, and it’s a few days since WestJet re-accommodated a labradoodle to the wrong city and then lost it. Let’s dive in. We’ve looked before at corporate values that are more like a puddle of cold cat puke than […]
Archives for April 2017
Is Empowerment Really Solving Customer Problems?
I know a guy who stops on the way the way to work for a coffee almost every day. He pulls up in front of the shop on a busy thoroughfare and parks where it is explicitly signed he shouldn’t. He creates a standing wave in traffic that probably lasts for half an hour after […]
Why Unicorns Make Terrible Customers
There is a little girl up the street named Riley and she is a princess. Not the pejorative version of a princess, but an actual princess. You can tell because she has worn the same Disney princess costume every single day since last Hallowe’en. Her exasperated mother periodically bribes her out of the now-tattered shiny […]