How to Save on Gas and Get Your Tweets Answered by Delta

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About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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  1. “I’ve always thought ‘time to response’ was the wrong metric for either social engagement or customer service.”

    Having worked in a technical call center as a warm bum answering that phone, I can tell you with confidence: you are correct.

    Managers haven’t yet figured out how to incentivize good behavior (or maybe they haven’t figured out how to measure customer satisfaction), and so they instead try to justify their value by measuring and then keeping down costs. The most obvious cost in a call center is time, so it’s the obvious target and it’s exceptionally easy to capture information on that metric (assuming you’ve got a decent phone system).

    I don’t have the answer to how a customer service center should be run, but I know it’s not the common methodology.

  2. Forgot to mention, outsourcing to contractors often leads to this as well. The contract will generally be written with a strong emphasis on time centered metrics (99.7% of calls answered within 2 seconds, for example) rather than on customer satisfaction, or the customer satisfaction will be poorly measured from some unrelated metric (e.g. whether the customer calls back within 2 minutes). The contractor is incentivized to just get someone off the phone for 2 minutes and to pick up the next call without having actually resolved anything.

    It’s truly a horrible system that only exists because we put up with it and/or don’t have any choice.

  3. Old BP offer?
    ‘Limited-time offer: Earn a 75¢ off per gallon reward**, for every $100 spent on BP fuel at participating locations from now until March 31, 2015

  4. Or it could be that the BP text is a misprint. Later on it says talk about:
    “fuel purchases made between 12:00:00 am ET November 1, 2015, and 11:59:59 pm ET March 31, 2015 (“Bonus Reward”).”

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