Originally Posted by
synzero
I've been trying to figure out what happened, was there a management change? Looking over news articles I didn't see anything obvious that might have prompted this sudden downturn in customer experience. But that makes a ton of sense.
In this timeframe, they promoted from within a new President as well and that lead to several senior executives departing the company. Now I've never been a fan of some of those folks that left, but at least people seemed happier overall. In terms of overall customer satisfaction, taking the head of JFK Operations which weren't terrific to Mosaics to begin with and making him VP of Loyalty seems a bit of a stretch. I would have thought they would have brought someone in externally for that type of role.