Influx

The Kevin Smith debacle on Southwest gives us a glimpse into a new future of customer relationship management. In the past, companies would have had procedures to cope and manage the treatment of VIPs. Obviously, whatever processes Southwest had in place clearly failed, but given their positioning,...

There was a good piece in the New Yorker, a couple of weeks back, by James "Wisdom of the Crowds" Surowiecki on why consumers tolerate delays on airlines. "In other words, we’re stuck with the current system, because it isn’t really in any airline’s interest to try to change it....