How does Air France – KLM deal with customer’s satisfaction?
After I blogged last week about Accor and the way they deal with satisfaction in their annual report, I thought it might be interesting to do the same exercise for another company. Researches based on the analysis of annual reports have already been published in an attempt to reveal emerging themes (like ethics and ecology) and discrepancies between the official discourse and the reality. It seemed to me valuable to apply the same logic to a more...
