Delta Airlines apology letter for flight delay

By Bob Williams, One comment | Posted March 9th, 2011 in Customer Focus

I experienced a flight delay on February 21, 2011 flying on Delta Airlines from Atlanta to Chicago. The delay was the results of two events:

1. An equipment problem. It was announced as a fuel leak.

2. Weather conditions in the Chicago and the Mid West created flight delays and cancellations across the country.

I [...]

Don’t undervalue your services

By Bob Williams, Leave a comment | Posted September 28th, 2010 in Customer Focus

Several weeks ago I filed a request for an account credit with a strategic partner due to violations with our service level agreement (SLA).  During the previous months, this partner had failed to deliver its contracted service at levels noted in the SLA for availability.  My team and I had access to a website with [...]

Three tenets of customer focus competency for organizations

By Bob Williams, One comment | Posted December 4th, 2009 in Customer Focus

Another satisfied customer

I’m not a customer service professional by title, but I write a good bit about “customer focus” and its importance to a business.  As I interact with businesses in my personal and professional life, I’m always looking for those that exhibit world class customer focus. A marketing professor once told me [...]