by Annette Franz | Jul 3, 2012 | airlines, customer effort, customer service, partner experience
Image courtesy of PixabayWhen you’re mapping out your customer touchpoints, don’t forget that if your customers interact through your partners to purchase your products or services, those partners are a customer touchpoint… your customer touchpoint....
by Annette Franz | Jun 19, 2012 | airlines, customer effort, customer experience, customer service, multichannel experience, partner experience
Gone are the days of griping about baggage fees. The airlines have provided us with some new things to gripe about to forget those baggage fees! (You know the old saying… if you have a headache, smash your thumb with a hammer, and then you’ll forget all...
