by Bram Hechtkopf | Oct 31, 2011 | Loyalty Marketing, Loyalty Strategy
In my post yesterday about Southwest Airlines, I made a fleeting reference to the American Customer Satisfaction Index (ACSI). Customer Sat has been a core measurement tool used by companies across the Fortune 500 as an indicator of general health and well-being of...
by Bram Hechtkopf | Oct 31, 2011 | Customer Experience & Engagement, Travel & Hospitality archive
Southwest Airlines has made its reputation on being different than the legacy carriers, even some of its low-cost competition. Not only do they have generally happy flight crew who turn the pre-flight safety announcements into mini-skits, but they have refrained from...