During the summer I transitioned from Boston to Toronto, a move that forced me to take an extended side trip to my home country of Australia. And with lots of flying time under my belt, I couldn’t help but think about airlines. Specifically, why is it that major U.S. airlines are so far behind Qantas in terms of customer experience?
Qantas and the Airline Quality Gap
During the summer I transitioned from Boston to Toronto, a move that forced me to take an extended side trip to my home country of Australia. And with lots of flying time under my belt, I couldn’t help but think about airlines. Specifically, why is it that major U.S. airlines are so far behind Qantas […]
September 19, 2011
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New!
HBR Learning
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.