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Believe It or Not, Someone's Listening
Aug 25, 2008

In  the New York Times' August 24th travel section Michelle Higgins heaps praise on Travelocity's CEO Michelle Peluso. R ead Full Article for how they do , what they do.

Ms. Peluso's proactive behavior,  taking ownership of a problem that is beyond Travelocity's sphere of influence, has exercised great Service Leadership through some of the terrific service actions Michelle has put in place. Travelocity serves both their clients and the airline and hotel industries.  Many of the problems that occur in serving their clients are influenced by those factions within that industry over which Travelocity has no control.  However by taking ownership of the serious problems that exist,  they are making the experience of dealing with their clients tolerable by , communicating well and often.  They are listening to their clients using all of today's communication methods (blogs, social networks, e-mails) to not only listen but respond.  The real lesson  here is proactively taking ownership of a problem and not joining in the chorus of complain, complain, complain.  Her leadership is about contributing to a solution as best she can, in what is perhaps, the worst service experience industry in the country today.  Well done Travelocity.

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"How You Do What You Do", by Bob Livingston

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