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Broken Promises: Courtyard By Marriott Edition

October 16, 2017 by Kerry Bodine

Broken Promises: Courtyard By Marriott Edition

A friend of mine recently had a business trip to the Bay Area and booked his room at the Courtyard by Marriott in downtown Oakland. The morning before his stay, he received an email from Marriott, encouraging him to “Use Mobile Check-In to access Elite benefits.” He read through the email and saw that one (Read More...)

Broken Promises: United Airlines Edition

August 4, 2016 by Kerry Bodine

Broken Promises: United Airlines Edition

On September 24, 2013, United Airlines sent out an email announcing its renewed commitment to customer experience and the resurrection of its “Fly The Friendly Skies” tagline from decades past. The email read, “‘Friendly’ now means more than it ever did. It means being user‑friendly. In other words, flyer‑friendly. We’re giving you an unmatched global (Read More...)

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The Secret To Customer Happiness: Realistic Expectations

July 20, 2015 by Kerry Bodine

The Secret To Customer Happiness: Realistic Expectations

Happiness gurus say the key to contentment is low expectations. This is great news for the pessimists whose strategy is to expect the worst and then enjoy a pleasant surprise when the apocalypse doesn’t happen. But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations by promising them a miserable (Read More...)

Another One Bites The Dust: JetBlue’s Broken Promises

July 2, 2015 by Amelia Sizemore

Another One Bites The Dust: JetBlue’s Broken Promises

I’m not angry, JetBlue. I’m just disappointed. Ok, I’m actually pretty miffed, as are many, many others. Last November, when JetBlue announced upcoming changes to its baggage policy and its plans to chop legroom, I wasn’t worried that my flying experience would worsen. Though I’m a frequent JetBlue flier, I’ve checked a bag only twice (Read More...)

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