Travel Thursday: Setting the Upfront Tone for a Happy Customer Journey

It’s been a while since I’ve done a Travel Thursday post, but with the holiday break fast approaching, I thought it might be a good time to jump back in. This week: why is the airline industry so hated, and what can airlines realistically do about it? Flying is unfortunately not usually a pleasant experience, and some of that blame does fall on the airlines. Back in the golden age of flying (pre-deregulation), the government set ticket prices and amenities {Read More}

Weekend Recap: Sleepless on Friendsgiving

Another week has flown by, and I still haven’t done my weekend recap! To be honest, I was pretty cranky this weekend. The East Coast travel is not sitting well with me lately, and even when I go to bed at midnight in Denver and don’t set an alarm the next morning, I still wake up at 5am :( So much for me clearing my calendar to catch up on sleep! Friday night, though, I was out late for a {Read More}

Race Report: EDP Medio Maraton de la Mujer

I was startled awake by my alarm when it went off at 6:50am Sunday morning – a not-so-auspicious sign. I was surprised that I hadn’t woken up easily, as I had gotten 11 hours of sleep on Friday night and now another 8.5 Saturday night before the race. But even though I didn’t wake up on my own, I was feeling pretty well-rested. I got ready for the race fairly quickly, even though I still hadn’t fully decided what to {Read More}

Weekend Recap: Madrid!

Although traveling for work every week is by far my least favorite part of my job, there is an awesome perk that comes along with it. If there’s a weekend that you don’t want to go home, you can fly anywhere else as long as the ticket price is less than the cost of flying you home. Since flights from Colorado to Florida are expensive, and flights from Florida to Europe are cheap, this meant I could do a weekend {Read More}

Travel Thursday: “Price Gouging” on Hurricane Evacuation Flights

This week, I was back in south Florida, and I was relieved to find that (at least the area I was in) was pretty much back to normal. There were a few billboards whose advertisements were ripped by the wind, and a few palm trees with lost fronds, but for the most part, everything had already been cleaned up, and I didn’t encounter any sort of power/water issues. I was so glad to see my client’s area back to normal! {Read More}

Weekend Recap: To the Mountains!

This was one of the best Colorado weekends I’ve had in a long time! It turns out that the rapid speed with which Labor Day is approaching is just the thing I need to motivate me to check off a whole bunch of things on my summer bucket list ;) A lot of big companies let their employees leave a few hours early on Fridays in the summer. My company’s policy is that if you work more than 40 hours {Read More}

Travel Thursday: Personalization of Omnichannel Customer Service

At work, I specialize in both an industry (travel and transportation) and a “competency” (customer experience). I’m always interested in developments in each space, but I get especially jazzed when something newsworthy happens in the intersection between the two. And that’s exactly what’s happened with JetBlue’s announcement that they are teaming up with Gladly to create a new omnichannel customer service system. When you think about the different touchpoints a customer has with a brand, there are a lot of {Read More}

Travel Thursday: Cabin, A Boutique Hotel on Wheels

I know there are a lot of people who claim they “can’t sleep on planes.” But sometimes, it’s a necessity to learn how to do so. I’m working in Florida these days, and seven out of the last eight weeks, my flight home on Thursdays has been delayed so I’m not getting home until well after 1am. Not good when I often start my Fridays with 6am meetings! As a result, I’ve gotten pretty adept at falling asleep as soon {Read More}

Travel Thursday: The Power of Limited Distribution

What’s your usual shopping MO? For pretty much everything I buy other than clothes, mine goes like this: search Google Shopping for the product I want, then go search Amazon and check out the price there. If it’s less than 10% more expensive on Amazon, I usually go with that; otherwise, the cheapest price wins. (I also use some cashback sites like Ebates and Mr. Rebates, but we’ll leave those out of this discussion.) It used to be that Google {Read More}

Travel Thursday: Snakes (and Pigs and Turkeys) on a Plane

I’ve long been skeptical of pets on planes. Under the wing, they’re subjected to terrible conditions; I think it’s incredibly irresponsible for pet owners to put their animals through that just for the convenience of bringing their pets on vacation. When animals are small enough to be brought into the main cabin in a carrier, they’re frequently poorly behaved – not to mention extremely expensive. But the worst of all is a growing trend to skirt those fees: by having {Read More}