HOUSTON (Chemicals Confidential)--How to keep a business traveller happy? First leave us guessing up until the very last minute whether our BA flights to
On the day itself, take off on time, with plenty of staff and a reasonably full plane, and then pull the final rabbit out of the hat and serve hot food throughout the flight.
Result: one deliriously happy traveller. What an object lesson in managing customer expectations.
If only I had taken this route in informing ICIS editors and subscribers of the imminent rollout of the new enhanced design of the pricing reports. First, warn them that they're not likely to get their reports ...