This article will be the first in a series to examine the challenges of air travel, the customer touch-points during the travel process and what customers themselves can do to improve their experience.
We all know the current state of airline travel. A recent 2008 study by JD Power determined (no surprise) that satisfaction is down. […]
William S. Ayer
Chairman, President and Chief Executive Officer
Alaska Airlines and Alaska Air Group
Dear Mr. Ayer,
I recently took a flight from Anchorage, Alaska to Seattle, Washington on Alaska/Horizon. I can only begin to imagine how difficult it is to run an airline in the current economic and security environment and at the same time create […]
Do staff members object to your performance metrics program? If you are an executive about to go down “KPI Lane” at 100 mph you had better check ahead for potholes in the road. It may be clear to you what KPIs you want to implement but your staff may think otherwise. Recently Green Peg completed […]
The Principal Consultant and the President of Green Peg, a company that helps organizations improve the quality of service they provide to their customers and employees.
