Call it good timing, but as the travel industry focused on the annual National Business Travel Association conference it received encouraging news from American Express’ North America Business Travel Monitor, which reported (more…)

Times are hard and everyone’s looking both to keep costs down and to discount prices heavily to grab sales, but you don’t need me to tell you how unhealthy the latter can be.  I’ve heard that vendors are now even more often under extreme pressure to cut their prices to the bone in order to make a sale.  Many have not helped themselves in (more…)

As a follow-up to my travel-related comments on customer service in the last newsletter, you should know that I forwarded my comments to both Frontier and United and heard back from both within two days. Frontier was pleased at my good experience and thanked me for the feedback; United was good enough to apologize, provide me with a (more…)

Customer service is top of mind for most companies these days, as each tries to stand out from its competition by making sure people want to continue doing business with it.  I say “most” because some just don’t seem to get it. (more…)

By now you’ll have read elsewhere that HITEC this year was quite the success. Attendance was thankfully (but not surprisingly) up over last year, and felt much more purposeful and focused. Reducing the size of the exhibit floor helped increase the sense of activity and the changes to (more…)