The Real McCoy: The broken value chain of air travel

by Sean McCoy (@TheRealMcCoyTRM) How complete is our value chain, really, and to what extent are we looking at the service experience across the whole of it? Do we take accountability for the full user journey, or do we pass the buck when service delivery gets tough and problematic, blaming our inefficiencies on a whole host of factors, other than that we’ve never really addressed it internally or possibly just neglect it?

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