Kamal Middya
Recent Posts
Customer Recovery needs a makeover, let's get marketing on it.
What is customer recovery? It’s the airline credit you receive for a bad experience (for example, a lost bag). This credit is the salve that is supposed to neutralize the negative experience and bring you back for future business. Yet, customer recovery is treated as an operational concern, where the focus is on controlling the issuance and redemption of credit, at the expense of recovering the...