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Business Change and Business Process

Talking About Business Change is Easy. MAKING Business Change is Not.

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Airlines

Jeff Yablon in Business Change and Business Process

Dec 19, 2016

Airline Customer Service (Under Duress)

If you had the bad luck to travel a couple of days ago you likely had the opportunity to…

Jeff Yablon in Business Change and Business Process

Mar 9, 2016

When You Are Too Fat

Sometimes, you’re just too fat.

Jeff Yablon in Business Change and Business Process

Jan 25, 2016

Airline Customer Service Fuzzy Logic

Customer Service is one of those things that lies right in between incredibly easy and near-impossible. Often, Airline Customer Service in particular seems like a complete oxymoron. But in a world of a gazillion transactions and ever-decreasing personalization…

Jeff Yablon in Business Change and Business Process

Aug 10, 2011

Guess How Much Airlines Earn From Baggage Fees?

If you’ve flown on a commercial airline in the last couple of years, you’ve probably paid a fee to check your baggage. You’ve probably hated it. You’ve probably wondered why your airline would commit so egregious a customer service faux pas just…