More From Susan Ganeshan
Public Relations
4 Tips for Handling a Delta-Sized Customer Experience Debacle
Learn from Delta's crisis communications strategy.
Customer Service
Good, Bad and Just Ugly Customer Service Trends
If your company isn't focused on the customer experience then you're losing customers.
Customer Service
Why Established Companies Are Embracing an Amazon-Like Culture
Con Ed was founded in 1823, but it's making sure it can compete with newer companies born in the digital age.