Jackie Huba

Turning Detractors Into Loyalists: An Interview With Alamo Drafthouse CEO Tim League

Click here to read my latest Forbes.com column about Austin legend Tim League, CEO of Alamo Drafthouse theaters. Tim is a fanatic about the customer experience. He uses the Net Promoter system to get customer feedback and makes sure his theaters are worth talking about.

2 Responses to “Turning Detractors Into Loyalists: An Interview With Alamo Drafthouse CEO Tim League”

  1. theken says:

    I’m not sure Alamo turned the caller into a loyalist, but they sure leveraged the value of it; Which may be an even better lessen. Texting, not the woman, are not welcomed (or permitted) in the theater. People, like me, applaud enforcement of rules and that would make people, like me, more loyal. The loyalty of the masses is much more valuable than the loyalty of one trouble-maker. Wouldn’t you agree?

  2. Jackie Huba says:

    Agree Ken. The caller is not the type of customer they want. They are more concerned with people who may have had an off experience with food and service and get those concerns fixed.

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