Richard Owen, CEO, Satmetrix

I promise I got there first

Right after I wrote about the airlines, I heard this on NPR; if you are tracking the perspective on long term customer experience impact on airlines, listen to some of the comments by Howard Putnam, former Southwest CEO talk about fee based tactics rather than just raising fares....

Nickels and Dimes

The much maligned airline industry as once again in the news every day; oil prices have put a hurt on the industry that will force major restructuring as a survival tactic - once again - for many of the major players. This begs the question, how are the airlines dealing with customer loyalty through this transition? What can we all learn?

More Detractors, Please!

You would think it would be crazy to build a business around the idea of creating detractors. However, one industry is going a step further, building a business model around the idea that you hand over your money, don't consume their services, give up and go away.

Return To Sender

In an article in the WSJ this morning (subscription required) the journal points out the eye-popping costs associated with returns in the consumer electronics industry. $13.8bn is the round number they suggest manufacturers and retailers incur as a result of consumers bringing back product they don't want. So what?