Can an Airline Treat Customers Poorly and Make Money in the Long Run?

Passenger cabin of an airline. (Photo: SXC)

SEATTLE -- U.S. airlines are not generally seen as delivering a great customer experience. We get packed on the plane and dinged with all sorts of fees. And do you remember when the meals were complimentary?

So here’s an interesting question: Do the airlines that provide better service get rewarded financially? Jon Picoult, the founder of Watermark Consulting, a company that provides advice on customer
service, decided to look into that. Click here to read the full report.

On the KOMO Midday News (weekdays 1-3pm) Picoult explained what he did and what he found. (Click the picture above to hear the audio).

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