Consumer advocate Christopher Elliott has a question to ask: "Can your business learn anything from the airline industry’s customer service philosophy? Why, yes." Elliott's broad points are:
- If you have an oligopoly, service doesn’t really matter.
- Treat your best customers like royalty; the rest are irrelevant.
- Tell them you’re “transparent” – whatever that means.
- When you’re profitable, take the credit; when you’re not, blame your customers.
- Make your customers think they asked for all of this.
At first I thought he was just being snarky, but he's got a point. Read the rest of column here.