There used to be a slogan that United Airlines embraced: "Fly the friendly skies of United," points out Michael S. Levine in Broken Windows - Broken Business (Warner Business Books). "This was, one assumes, in response to customer research that indicated frequent customers felt the service they received on the planes flown by United wasn't accommodating. It's not enough to tell people you're friendly. You have to be friendly, too."
More Management Wisdom
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