In summary... [1] Instruct you customers to contact you through email, then never respond to their questions [2] Train your phone representatives to only assist with well defined transactions per their script and ignore all other customer questions, comments and remarks. [3] Advertise your corporate sponsorships - and make sure your customers can't reap any benefits of those. Well, that's how CapitalOne convinced me to cancel out my 14 year old accounts. Contrast this with: Marriott got it just right and delivered nicely on the same challenge ! Click here to read more »

Ever been on a 10 hour transatlantic flight where the audio system does not work, the reading lights do not function, and you do not have any in-seat entertainment system ? Welcome to American Airlines Flight 49 from Paris to Dallas yesterday. Ten hours long on board a full flight, unable to read a book or magazine, unable to watch a movie or listen to the music programming... and on top of all of this an hour delay. Sounds like fun ? I don't think so. Click here to read more »