Cool CRM
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 "Our Take"
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"Our Take"
"Our Take" is a collection of daily
vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions,
epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
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6/8/07 - Airline Bill of Rights - Part II
Some topics seem to be sure winners in terms of igniting reader response. Airline customer service is definitely one hot topic. Yesterday, I shared my self-described romantic idea that if the airlines didn't lean on legislated customer service rules, they may be more inclined to think more seriously about how to use customer service to differentiate themselves.
Some of you weighed in that although the airline is not regulated, some airlines have a stranglehold on certain markets (airports) empowering airlines to "abuse" their passengers. Another wrote suggesting the airlines cater to a high number of occasional passengers that are willing to put up with anything for a low fare. If that is true, I guess we as passengers are getting what we ask for. Or do we put up with poor service because we don't feel we have alternatives?
One reader disagrees with that position stating, "You are not a naive romantic. Airline passengers need to stop using the airline that treats them poorly. Today people complain but go back the next day and reward the poor performer just because the ticket is cheaper than the next guy. Reward the good performer and book away from the poor performer. It might cost you some money but you control the performance." In the long run, I still believe good service will define the winners and poor service will define the losers. Do you agree?
Gary Lemke, Publisher
(Share your thoughts)
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