Andy on Twitter

  • So true "Today’s “best practices” lead to dead ends; the best paths are new and untried." ,
  • So true "Today’s “best practices” lead to dead ends; the best paths are new and untried." ,
  • Says everything you need to know about the internet in NZ - why isn't this an election issue ,
  • Hansen is right. Re-write the rules or its game over for Rugby.... ,
  • Greenwald in New Zealand: Grandstanding doesn’t get more condescending or counter-productive | PandoDaily ,
  • “We the people want our money safer than our selfies.” PayPal goes after Apple in a full page NYT ad | PandoDaily ,
  • A disgraceful abuse of monopoly power and example of blatant collusion to rig global payments. Why not make it open? ,
  • OK - so you collude with the schemes and SMBs and consumers are just meant to be OK paying Apple for a feature ,
  • Finally someone speaks out on how Oracle won... they did it by doing what they'd been proven to be doing before ,
  • "Hello Apple Watch, Goodbye Paper Boarding Passes?" ...umm.. Do it already on my phone. Yawn ,
  • “Thirty Things I’ve Learned” by ,
  • This site is cool... having fun imagining places to go... ,
  • Foggy Sydney morning. Spooky. ,
  • Might not like Starbucks coffee but you gotta love the innovation pace. Lots Aussie retailers could learn from them ,
  • Loved Chef last night, can't wait to watch this... Nick Cave: 20,000 Days on Earth ,
  • Inspired

Employee Feedback Systems Matter

If you’ve got a first class ticket, the highest level of status with the airlines network and partners, the highest status with the brand in another market, you’d think that would be enough to get you access to the airline lounge. But alas, not so with Virgin America.

And their employees think it sucks too. One said to me today ‘we get that complaint a lot, it’s a stupid rule’. So, how does the employee drive a solution and provide that feedback to management – how does a customer?

This is where platforms like Salesforce Chatter and Ideas come into their own – when matched with a new management playbook.

Virgin is a brand I love. Virgin Australia is brilliant and the employees seem much more empowered to drive customer delight than those here in the US.

But in the age of the connected customer, brands need new systems of engagement to overcome the inevitable service failures that come with scale.

That’s how great brands become greater.

Speak Up — Add Your Thoughts

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