Good or Great?
During a recent conference in Washington, D.C., I saw signs all over the DC Metro touting their Back2Good campaign. It seems their new promise to riders is to become more reliable and more accountable to build customer confidence. While this promise does have merit, why are they only striving to get back to good? How bad […]
Service
Last week, I had the good fortune of traveling to Lisbon for what I would call an eventful trip filled with ups and downs. To start, my red eye over was not good. Bad weather gave way to a bumpy flight (and even a lightning strike), and I got little to no sleep. After an […]