I just read this post on FC Experts about the disconnect between what organizations say and what they actually do when it comes to being customer-centric (for planners, think attendee-centric). From the post: ...

Check out Cindy's five creative course-pricing methods, one of which is the auction idea I mentioned earlier. I'd love to know if anyone's doing any of these!

Here is a great example of how not to handle negative customer feedback (from The Consumerist via Stuff from Patti Shock): ...