How clean are your trays?
Customers see things you don’t. Dirty tray-tables left airline passengers wondering about engine maintenance. “If they can’t get the little things right, what about the big things?” surveyed passengers told Tom Peters and Robert H. Waterman, Jr. in their 1982 book, In Search of Excellence.
While some of the so-called “excellent” companies have gone by the wayside, their principles of excellence still apply. Learning from the customer, for example, helped expose these marketing mistakes:Continue Reading