It's been a rough week for British Airways. The opening of its mammoth Terminal 5 operation on March 27 at Heathrow Airport didn't go as smoothly as planned. Due to computer, baggage, and staff issues, the airline has canceled 200 flights and has a backlog of more than 150,000 pieces of luggage. It must be very frustrating for travelers. But British Airways has earned a reputation for top-notch customer care, so I think most of its customers will forgive BA for this and continue to fly with the airline.

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Posted by Elizabeth Glagowski at 1:35 PM | Permalink | Comments (7) | TrackBacks (0)

If the U.S. government is considering handing out checks to the general populace, then there's no denying that an economic downturn is at least on the minds of lawmakers and the public. Interest rate cuts and other measures to stave off a recession make top news these days. Don Peppers and Martha Rogers, Ph.D. see this as an opportunity for businesses to work toward building customer value in both the short and long term.

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Posted by Elizabeth Glagowski at 9:53 AM | Permalink | Comments (1) | TrackBacks (0)

Just this week Kevin Zimmerman wrote an article in 1to1 Weekly about cable companies trying to redeem their reputations, but I just don’t see it happening thanks to the beating major providers are taking in the press lately.

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Posted by Jeremy Nedelka at 1:02 PM | Permalink | Comments (0) | TrackBacks (0)

Not surprisingly, considering I work at 1to1 Media, I’m a big proponent of custom communications. Yes, I understand that there are additional costs involved. But I also think that the short-term costs are worth the long-term customer engagement. And besides all the business rhetoric, here’s why I think so…

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Posted by Ginger Conlon at 11:04 AM | Permalink | Comments (3) | TrackBacks (0)

If you won the lottery, would you spend it all at once, or sock it all away to use later? Most people would try to do a combination of both, balancing their long- and short-term financial goals. The same should be true with how companies deal with customers. There has got to be a balance between getting as much money from customers as possible at once, and building loyalty and lifetime value over time. Move over too far in either direction, and you may destroy customer value or run your business into the ground. Or both. Which is what happened with many mortgage lenders that took advantage of the subprime loan market.

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Posted by Elizabeth Glagowski at 9:55 AM | Permalink | Comments (3) | TrackBacks (0)