I’m baffled by companies that don’t understand that it’s the process and not the end result that leaves either a good or bad impression with a customer.
I’ll use Delta Airlines as an example. I have a friend, we’ll call him John, that is a Diamond Medallion member of Delta’s loyalty program. Diamond is the very top rank within the Medallion program. In fact, John spends over $100,000 each year flying with Delta.
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