When a misprinted fare—Fiji for $51—got snapped up by hundreds of travelers, Travelocity CEO Michelle Peluso had to decide whether to honor the fare at a cost of almost $2 million or run the risk of damaging the company’s customer-friendly branding campaign .
Read about what I believe was an excellent example of customer-centred leadership in this case titled “What Price Reputation?” in BusinessWeek.
People at Work & Play 