From the monthly archives:

February 2009

United Airlines Soft on Safety

by Rosalind Gardner on February 26, 2009

in My Travels

On February 23rd, I traveled from Chicago to Vancouver on United Airlines 1119, an Airbus 319. On final approach into Vancouver, the flight attendants came by for a visual inspection to ensure that passengers were belted in, seat backs were in the upright position and (I assume) to make sure that carry-on items were stowed [...]

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How Zappos WOWs Their Customers

by Rosalind Gardner on February 25, 2009

in Thoughts on Business

As both a consumer and customer service critic, Tony Hsieh’s (sounds like ‘Shay’) recent presentation at Yanik Silver’s Underground Seminar really resonated with me. Zappos did over 1 billion dollars in 2008 and Tony talks about how he’d rather spend money on things that improve the customer experience (what he calls the “WOW” factor) than [...]

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A Few Hours in Washington, D.C.

by Rosalind Gardner on February 24, 2009

in My Travels

Once again I had the privilege and pleasure of attending Yanik Silver’s Underground Seminar in Washington, D.C. and how I wish MORE of our industry conferences were held here. What an awesome city!

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