Andy on Twitter

  • Another great example of cluelessness. Google has a right to exercise inordinate power over its own products. Just… ,
  • via ... is hard for us here to laugh. States now run the country abs SOMO sitting on the sidelines. ,
  • Still a bit surprising to me how often people confuse a successful company with a monopoly. And how they will compl… ,
  • And what about the rest of the Internet... they'll ask to dip their hand into the Google coffers as well... this is… ,
  • And oh, isn't Google fully within its rights to say "nah, don't think so, "we'll just stop surfacing news we have t… ,
  • Wonder if our Govt will figure out how search works and understand we want to find news on Google and it takes us t… ,
  • Yep. 100% Chaos. Covid has exposed the need for a new approach to Federal vs. State level governance. Border cont… ,
  • WA Premier lashes NSW over virus and continues to be full of rhetoric and utter BS. VIC is doing worse than NSW by… ,
  • Spot on. A Royal Commission should be accelerated by the PM... Victoria’s brutal bureaucracy bereft of basic decency ,
  • A great read... So right... Let’s ask a better question: Why doesn’t advertising work (more often)? | WARC ,
  • Further evidence of the disgrace that is . It's time for a coordinated federal approach versus the… ,
  • Victoria still in a state of total disarray with regard to covid testing and comms. DHS phones melting down. Covid… ,
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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.

Speak Up — Add Your Thoughts

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