Why isn't satisfying customers enough?

October 8, 2010, 08:01 PM

http://www.philiphodgetts.com/2010/10/why-isnt-sat...

This week I had an unplanned trip to Boston to fill in at the Boston FCP User Group meeting for Rich Harrington who'd suffered a back problem and wasn't able to travel. I travelled American Airlines instead of my normal choice, JetBlue.

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