by Thomas A. Stewart and Patricia O'Connell | Jan 31, 2019 | Featured
Originally published in strategy+business on October 17, 2018. Customer segmentation isn’t just a revenue tool, but also a way to achieve excellence in execution. When it comes to customer experience, the airline industry takes a lot of criticism. Even a... by Patricia O'Connell | Nov 1, 2016 | Uncategorized
This article was originally published by strategy+business in November 2017 and in the Spring 2017 issue. The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model....