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	<title>My CEO Life &#187; Customers</title>
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	<link>http://myceolife.com</link>
	<description>Real Business, Real Problems, Real Solutions</description>
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		<title>What Was United Airlines Thinking</title>
		<link>http://myceolife.com/2009/07/what-was-united-airlines-thinking/</link>
		<comments>http://myceolife.com/2009/07/what-was-united-airlines-thinking/#comments</comments>
		<pubDate>Sun, 12 Jul 2009 16:00:53 +0000</pubDate>
		<dc:creator>Simon</dc:creator>
				<category><![CDATA[Customers]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Dave Carroll]]></category>
		<category><![CDATA[United Airlines]]></category>

		<guid isPermaLink="false">http://myceolife.com/?p=463</guid>
		<description><![CDATA[The story of Canadian Dave Carroll and United airlines is quite amazing.  Dave is a country singer and he and his band were on a trip with United from Halifax to Nebraska that had a layover in Chicago.  During this layover the baggage handlers at Chicago’s O’Hare managed to destroy his guitar.

Now you would have thought that United would pay for his guitar to be replaced.  They didn’t come to the party claiming the Dave Carroll didn’t make a claim with 24 hours.  Dave was given the complete run around with United refusing to take any responsibility for the damage.

So what did Dave do, he wrote a song about his experience and that song hit You Tube on Monday last week and has already had over 2.3 million views.  Check it out ... oh and it is called ... United Breaks Guitars.


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		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Businesses Need to be Seen to Tighten Belt</title>
		<link>http://myceolife.com/2009/04/businesses-need-to-be-seen-to-tighten-belt/</link>
		<comments>http://myceolife.com/2009/04/businesses-need-to-be-seen-to-tighten-belt/#comments</comments>
		<pubDate>Tue, 28 Apr 2009 06:07:05 +0000</pubDate>
		<dc:creator>Simon</dc:creator>
				<category><![CDATA[Customers]]></category>
		<category><![CDATA[Finance]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Business reputation]]></category>
		<category><![CDATA[Cost management]]></category>

		<guid isPermaLink="false">http://myceolife.com/?p=419</guid>
		<description><![CDATA[In today's tough economic environment, everyone is hurting - busineses, employees, their suppliers and of course the customers.  In these tough times, it is important the all parts of the business tighten their belts and the business is seen externally to tighten its belt.

If the company does not do this, it runs the risk of disenfranchising their employees and their customers.



Related posts:<ol><li><a href='http://myceolife.com/2010/04/walking-the-talk-management-must-lead-by-example/' rel='bookmark' title='Permanent Link: Walking the Talk &#8211; Management Must Lead by Example'>Walking the Talk &#8211; Management Must Lead by Example</a> <small>In today's economic environment businesses are making tough decisions. They...</small></li>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Ryanair Takes on a Blogger and Loses</title>
		<link>http://myceolife.com/2009/03/ryanair-takes-on-a-blogger-and-loses/</link>
		<comments>http://myceolife.com/2009/03/ryanair-takes-on-a-blogger-and-loses/#comments</comments>
		<pubDate>Sat, 21 Mar 2009 14:24:23 +0000</pubDate>
		<dc:creator>Simon</dc:creator>
				<category><![CDATA[Culture]]></category>
		<category><![CDATA[Customers]]></category>
		<category><![CDATA[Public Relations]]></category>
		<category><![CDATA[Blogs]]></category>
		<category><![CDATA[PR]]></category>
		<category><![CDATA[Ryanair]]></category>

		<guid isPermaLink="false">http://myceolife.com/?p=396</guid>
		<description><![CDATA[I have just stumbled upon an interesting blog posting from Dublin, Ireland.   In the posting by Jason Roe, he claims that he found a bug in the Ryan Air site that displayed a zero price for an airfare after the user completed a couple of less than obvious actions.  While bugs on websites are nothing new, it was the response by people within Ryan Air (including someone within the PR team) that makes his a fascinating case study on how not to deal with blogger.


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		<item>
		<title>Monopoly Products Have High Quality Service Responsibility</title>
		<link>http://myceolife.com/2009/01/monopoly-products-have-high-quality-service-responsibility/</link>
		<comments>http://myceolife.com/2009/01/monopoly-products-have-high-quality-service-responsibility/#comments</comments>
		<pubDate>Tue, 13 Jan 2009 01:47:38 +0000</pubDate>
		<dc:creator></dc:creator>
				<category><![CDATA[Customers]]></category>
		<category><![CDATA[Travel]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Qantas]]></category>

		<guid isPermaLink="false">http://myceolife.com/2009/01/monopoly-products-have-high-quality-service-responsibility/</guid>
		<description><![CDATA[I am writing this entry from my very expensive business class seat somewhere over the international dateline between Los Angeles and Melbourne. I tried to use Qantas' award winning entertainment system and it didn’t work. The staff rebooted the system a few times and politely told me how this happens all the time and that they have complained to management etc … The problem was this is not the first time it has happened to me – in fact I would say that the system doesn’t work on about 50% of the flights I take.

As I didn’t have much else I could do, I got to thinking about what responsibilities to its customers a business has if it has a near monopoly position. 


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		<slash:comments>3</slash:comments>
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		<item>
		<title>jetBlue &#8211; Customer Service Done Right</title>
		<link>http://myceolife.com/2008/10/jetblue-customer-service-done-right/</link>
		<comments>http://myceolife.com/2008/10/jetblue-customer-service-done-right/#comments</comments>
		<pubDate>Sat, 04 Oct 2008 20:19:27 +0000</pubDate>
		<dc:creator>Simon</dc:creator>
				<category><![CDATA[Customers]]></category>
		<category><![CDATA[Travel]]></category>

		<guid isPermaLink="false">http://myceolife.com/?p=319</guid>
		<description><![CDATA[Anyone who has travelled domestically in the United States knows just how bad the US airlines are.  It doesnt seem to matter which one you fly one (Delta, United, America, and so on) the service is often delivered with a snarl, business class and first class seats make going to the theatre seem comfortable, the flights seem to be always delayed, the food is often inedible and you seem to pay extra for everything.

Therefore imagine my surprise when i ended up on a jetBlue flight today and it has got to be one of the best domestic flights i have taken anywhere in the world. 


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		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Qantas Delivers Great Service</title>
		<link>http://myceolife.com/2008/09/qantas-delivers-great-service/</link>
		<comments>http://myceolife.com/2008/09/qantas-delivers-great-service/#comments</comments>
		<pubDate>Sat, 13 Sep 2008 11:50:48 +0000</pubDate>
		<dc:creator>Simon</dc:creator>
				<category><![CDATA[Customers]]></category>
		<category><![CDATA[Customer Service]]></category>

		<guid isPermaLink="false">http://myceolife.com/?p=276</guid>
		<description><![CDATA[Over the last couple of years i have racked up hundreds of flights on airlines around the world.  What is interesting is noticing the trends that occur in the quality of service and what the airlines are doing about it.  Imagine my surprise when i had a not so pleasant experience on Qantas and they actually gave me a refund (almost) without even asking.

This is a great example of customer service.  Read on for more ... 


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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Customer Expectation Setting</title>
		<link>http://myceolife.com/2007/10/customer-expectation-setting/</link>
		<comments>http://myceolife.com/2007/10/customer-expectation-setting/#comments</comments>
		<pubDate>Mon, 15 Oct 2007 01:34:28 +0000</pubDate>
		<dc:creator></dc:creator>
				<category><![CDATA[Customers]]></category>

		<guid isPermaLink="false">http://myceolife.com/?p=61</guid>
		<description><![CDATA[One issue we came across the other day was about how to set customer expectations. As a rapid growth company, you are constantly developing new products and you have customers constantly wanting things tailored to their own requirements.  If we were selling one off items &#8211; no problems.  How ever, we sell high volume low [...]


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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Its Not Me &#8230; But it Does Raise an Interesting Question</title>
		<link>http://myceolife.com/2007/06/its-not-me-but-it-does-raise-an-interesting-question/</link>
		<comments>http://myceolife.com/2007/06/its-not-me-but-it-does-raise-an-interesting-question/#comments</comments>
		<pubDate>Sat, 30 Jun 2007 05:12:02 +0000</pubDate>
		<dc:creator></dc:creator>
				<category><![CDATA[Customers]]></category>

		<guid isPermaLink="false">http://myceolife.com/?p=125</guid>
		<description><![CDATA[I received this email earlier on today and while i am not the CEO of Sears, it does raise an interesting question of failure in customer service and the value of getting in touch directly with the CEO. I AM TRYING TO REACH THE CEO OF SEARS ROEBUCK DEPARTMENT STORES. I HAVE NEVER COMPLAINED TO [...]


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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Taxi Drivers and Waitresses &#8211; How Not to do Great Customer Service</title>
		<link>http://myceolife.com/2007/05/taxi-drivers-and-waitresses-how-not-to-do-great-customer-service/</link>
		<comments>http://myceolife.com/2007/05/taxi-drivers-and-waitresses-how-not-to-do-great-customer-service/#comments</comments>
		<pubDate>Fri, 11 May 2007 02:39:56 +0000</pubDate>
		<dc:creator></dc:creator>
				<category><![CDATA[Customers]]></category>

		<guid isPermaLink="false">http://myceolife.com/?p=97</guid>
		<description><![CDATA[Have you ever had one of those days where all your interactions with people are not as great as you hoped. I thought i would relate to you a recent trip to San Francisco where in the course of a day i met two scary taxi drivers and one of the rudest waitresses you could [...]


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		</item>
		<item>
		<title>Poor Customer Service from AOL</title>
		<link>http://myceolife.com/2006/12/poor-customer-service-from-aol/</link>
		<comments>http://myceolife.com/2006/12/poor-customer-service-from-aol/#comments</comments>
		<pubDate>Mon, 11 Dec 2006 01:37:36 +0000</pubDate>
		<dc:creator></dc:creator>
				<category><![CDATA[Customers]]></category>
		<category><![CDATA[AOL]]></category>
		<category><![CDATA[Customer Service]]></category>

		<guid isPermaLink="false">http://myceolife.com/?p=65</guid>
		<description><![CDATA[I am not sure if you have heard, but there is an MP3 file doing the rounds of the internet of a customer trying to cancel his service with AOL. It is an amazing call for two reasons The sales person actually fights with the customer and makes it almost impossible for the customer to [...]


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