“You can’t win over a consumer by misleading a consumer,” she said. “You’re going to lose by negative word of mouth.” — The truth, from NYU marketing professor Vicki Morwitz in the NY Times. “People who feel duped are more angry and less likely to return to the offending company.”
Travel companies charged $1.85 BILLION in surprise fees last year.
And each fee eroded the trust and confidence of their customers.
Who wins? Companies like Southwest and Apple, who refuse to screw with us. We love them for it and we give them all of our money.
Your job: Give someone in your company the authority to hunt down and wipe out practices that piss off your customers.