Nearly every company on the planet claims appreciation for their customers and promotes the quality of their customer services policies and procedures. The best examples of true customer service are when the deeds of company employees speak stronger than any words the marketing geniuses at those companies can construct. And when the CEO acts to deliver the brand promise in spite of obvious bottom line impacts, one tends to take notice.
The hospitality and travel business has not been shy about flouting brand promises. It’s refreshing to see one company live up to the rhetoric.
The Issue: What Price Reputation?
When a misprinted fare—Fiji for $51—got snapped up by hundreds of travelers, Travelocity CEO Michelle Peluso had to decide whether to honor the fare at a cost of almost $2 million or run the risk of damaging the company’s customer-friendly branding campaign.
To read the full Business Week article and analysis, go here