Culture: Un-training staff to act like humans
My habit to let the staff or chef choose my meal has some interesting side effects. Not only dare I argue…
Perverse incentives: Loyalty programs seducing you to be disloyal
Like most frequent travellers, I am part of a loyalty program. Actually, I am part of several. Although…
Culture: You don’t just change to be customer centric overnight
So, here’s a story I have been sharing quite a while now. It involves a travel company, Disma Reizen…