by Annette Franz | Apr 2, 2013 | airlines, customer service
Image courtesy of PixabayToday I am pleased to present a guest post by Kena Amoah.The competition for airlines in the US is getting smaller and smaller. Last Wednesday, the merger between American Airlines and US Airways was approved, making it the world’s...
by Annette Franz | Feb 22, 2013 | airlines, branding, customer experience, customer service
Image courtesy of PixabaySeveral people have asked me for my thoughts on the big airline news last week, the merger of American Airlines and USAirways. You know that I’m more than happy to weigh in, especially on the heels of the controversial American Airlines...
by Annette Franz | Jan 31, 2013 | airlines, brand, brand experience, branding, customer experience
Image courtesy of PixabayIf you’ve been following my blog the last week or so, you’ll know that I wrote a post about the American Airlines rebrand last week and followed it up with a post on Tuesday about my exchange with their Social Media Team.In...
by Annette Franz | Jan 29, 2013 | airlines, brand, brand experience, branding, customer experience
Image courtesy of Pixabay After a Twitter exchange with, and an email from, American Airlines, I still feel like their rebranding, er, modernization, is lipstick on a pig. I wrote a blog post last week about my thoughts on the American Airlines rebranding, which...
by Annette Franz | Jan 22, 2013 | airlines, brand, brand experience, branding, customer experience
Image courtesy of Pixabay Late last week, with much fanfare, American Airlines introduced the results of its rebranding efforts: a new logo, a new paint job, and some new airplanes. The reviews were mixed. What do you think? Here’s what I think: It’s...
by Annette Franz | Oct 2, 2012 | airlines, appreciation, customer experience, customer service, kudos, recognition
“Time is running out to nominate a United employee for excellent service,” said no one, ever.Oh, wait. Someone actually did say it! Click the image to the left to see an email I received from United a couple of weeks ago telling me exactly that.This email...
