Back in March, Glenn Reynolds over at Instapundit wrote about a problem he had while flying Delta Airlines. He says he was not only bumped from a flight, but that Delta's employees seemed to be "actually enjoying the process of delivering the bad news -- including the supervisor whom I asked to speak with."
He has made some other references to this incident - for instance, favorably comparing an experience on American Airlines to his experience with Delta.
That experience came to mind today as I rode a New York City subway car that had been plastered over with ads for Delta Airlines, touting their service and some new features on their flights.
I wasn't impressed. See, a customer who actually flew the airline - and had a bad experience - made more of an impression on me than a series of (undoubtedly highly expensive) paid ads. (I would add that I've flown on Delta occasionally without problems, but that's beside the point.)
It's a lesson that advertisers had better start learning. In these days of rapid communications, a bad customer experience can haunt you - and possibly inflict the kind of damage that an expensive advertising campaign can't fix.
UPDATE: Welcome, Instapundit readers. Please feel free to look around the place. And thanks, Professor!