Sure, any company would jump at the chance to use technology to reduce labor costs. But it also comes with some big, red, flashing warning lights.

Not caving to a customer with a blatant agenda may have consequences, especially for a small rental company that relies on stellar Yelp ratings to...

Better technology, education, transparency, and a way to show the correlation between price and customer service are needed.

They say customer service is the new marketing. A recent experience on Virgin America validates that point.