Youngme and Mihir welcome their colleague Ryan Buell to discuss whether airlines deserve their reputation for terrible customer service. They also share other customer service pet peeves, as well as their personal “Customer Experience Picks.”

For interested listeners:

• Ryan Buell in HBR: The Parts of Customer Service That Should Never Be Automated

You can email Youngme, Mihir, and Felix with your comments and ideas for future episodes at: [email protected].