How Bad is Airline Service, Really? And Other Customer Service Complaints
Youngme and Mihir welcome their colleague Ryan Buell to discuss whether airlines deserve their reputation for terrible customer service. They also share other customer service pet peeves, as well as their personal “Customer Experience Picks.”
Recent picks, and recommended reading/websites: Customer Experience Awards
Customer Innovation
Sweetgreen pick up food feature
Gap’s new scheduling app and system
GPS feature in Apps
Friction Award +/-
Vanguard Financial +
Starbucks Mobile Order App +/-
Apple new phone data transfer +
United Airlines website –
Additional Cited Material:
Ryan Buell in HBR: The Parts of Customer Service That Should Never Be Automated
You can email your comments and ideas for future episodes to: harvardafterhours@gmail.com. You can follow Youngme and Mihir on Twitter at: @YoungmeMoon, @DesaiMihirA and Felix on LinkedIn at: Felix Oberholzer- Gee.