Andy on Twitter

  • Great read... ,
  • Love the new bike ... how about launching in Australia! Soon. No, actually, now. Please.,
  • I'm not sure is lying. He's just terribly confused about everything. Needs a break. And we need a… ,
  • Probably a good idea to leave family out of it... but perhaps it might give him cause to reflect t… ,
  • 100% Same old patter. Same old policies. And maybe even that would give the Premiers some time together - at which… ,
  • It's incredible how many Premiers are content to use Twitter to spew their punitive policies and big help messages… ,
  • Is a common theme... just look at the Political response to Covid. One expert to inform all vs collective views and… ,
  • Spot on. Just look at what is going on in Melbourne. There is a vast difference between authotarian rule and managi… ,
  • Exactly... Professors’ message for Daniel Andrews: redo the coronavirus modelling ,
  • Spot on... Victoria's roadmap out of lockdown is the wrong approach. Here's what good public policy looks like ,
  • Betting on a vaccine amounts to betting on hope as a strategy... ,
  • How about some transparency on where these cases are originating? Aged Care? General Community? P… ,
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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.

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