Marketing.fm

As a follow-up to my recent post on the “Best & Worst Airlines: 2008,” I wanted to provide an update on my rant about American Airlines. After canceling a day of meetings due to an inconvenient delay, I was told by American Airlines customer service that I could mail a letter to their claims department [...]

A great way to judge a company is what happens when they make a mistake. I say “when” because eventually it always happens. Some companies have defined themselves by how they handle mistakes, while others have failed. In the end it comes down to how well you prepare for crisis management. Recently Google acknowledged the [...]