The Business of Customer Service

Following the plane crash in San Francisco, airlines prioritized stranded flyers based on frequent flyer status rather than by how long they had been stuck waiting.

NPR’s Steve Henn explains how companies make decisions about customer service.

When companies cater to their most profitable customers it makes short-term, bottom line sense. But that may not be a good long-term strategy.

• NPR: In The World Of Air Travel, Not All Passengers Created Equal

Guest:

• Steve Henn, NPR’s Technology Correspondent. He tweets @HennsEggs.

Copyright 2021 NPR. To see more, visit https://www.npr.org.