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Best Practices: From First To Worst – Continental In A Post United World, Lessons In Next Gen Customer Experience

Multiple Respected Research Survey Results Confirm Frequent Flyer Observations It’s official. In multiple respected customer experience research reports that cover the airline industry, the results are in.  Despite the numerous attempts by CEO Jeff Smisek to gloss over the issue with increasingly slicked up, feel good, on board welcome ads, Continental’s customer satisfaction numbers have […]

Posted by R "Ray" Wang on March 2, 2012