A Complaint Is a Gift, 2nd Edition

INDEX

A. J. Kellett, 95 96

abusive customers, 169

action chains, 166–167

Activists, 110–111

activists/activism, 112–113, 244–245

Adelphia, 45

adult tape, 168

advocacy, customer, 106

Afni, 40

aikido concept, 162

airline industry

American Airlines, 45, 206

blogs, 155

complaint rates of airlines, 51

Delta Air, 155, 209–210

Japan Airlines Service Irregularity Message, 116

lost luggage example, 144–145

Pan American Airways, 45

Southwest Airlines, 58, 199–200

staff training for apologies, 135

United Airlines, 45, 66, 156–157, 195–196, 209–210

Web sites, 210

alienated consumers, 112–113, 172–173

All Marketers Are Liars (Godin), 111

American Airlines, 51, 206

America West, 51

Andreasen, Alan, 84

Angelo, Alan, 40

angry customers

corralling energy of, ...