When Customer Delight Becomes Dangerous: Managing Unprofitable Customers at Galileo Travel Port
Code : MM0097 |
Region : Asia |
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INTRODUCTION: It was 12:15 on the morning of February 14, 2026. Rukmini Iyer stood at the back of a room, surveying the scene before her. The Chief Executive Officer and co-founder of Galileo Travel Port had come down two floors from her office at the company’s Bengaluru headquarters after hearing that the customer support floor was still fully staffed at midnight. She wanted to know why.. |
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