Why We Must Do the Customer Math and Practice Leadership Bravery
Customer Bliss
JULY 29, 2021
Once, I was talking to Colleen, and what she said was: Jeanne, at almost every board meeting, we have to fight to make sure that we don’t let those fees seep in, that we don’t start charging change fees or luggage fees, because that’s the foundation upon which people believe in us. Do the Customer Math.
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