Comments on: “Vice President, Customer Experience” http://strangelibrarian.org/2007/08/vice-president-customer-experience/ playing in the waves since 1982 Tue, 03 Jan 2012 04:54:30 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Julie http://strangelibrarian.org/2007/08/vice-president-customer-experience/comment-page-1/#comment-35 Julie Thu, 30 Aug 2007 14:29:54 +0000 http://strangelibrarian.org/blog/?p=108#comment-35 Well said, Cynthia! Well said, Cynthia!

]]> By: Cynthia http://strangelibrarian.org/2007/08/vice-president-customer-experience/comment-page-1/#comment-34 Cynthia Wed, 29 Aug 2007 14:44:40 +0000 http://strangelibrarian.org/blog/?p=108#comment-34 United Airlines has a Chief Coustomer Office (Graham Atkinson). The funny thing is, despite this position, they rank next-to-worst in customer complaints within the airline industry. Titles can make you think differently, but if they are not backed by action in the form of quality customer service, they quickly become a joke. I do think that a title can make a person feel (and act) more like a professional, but I think the change is temporary. To make the shift permanent, we need to focus on professionalism at every level--titles, pay, appropriate attire, knowledge, on-going training, etc. United Airlines has a Chief Coustomer Office (Graham Atkinson). The funny thing is, despite this position, they rank next-to-worst in customer complaints within the airline industry.

Titles can make you think differently, but if they are not backed by action in the form of quality customer service, they quickly become a joke.

I do think that a title can make a person feel (and act) more like a professional, but I think the change is temporary. To make the shift permanent, we need to focus on professionalism at every level–titles, pay, appropriate attire, knowledge, on-going training, etc.

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