Andy on Twitter

  • The irony of NSW having double the cases of Victoria today but imposing the most draconian and inhuman limits on Vi… ,
  • More nothing announcement from Apple. Yawn. Seriously, this is the best they could do? And why not get rid of light… ,
  • Rage against the regime, end lockdown ‘torture’ - AND- Rage against the staggering border controls in place. Having… ,
  • If you want to see Kafkaesque government bureaucracy in action, just fly in through Sydney airport at the moment -… ,
  • The demands from Business and Federal leaders to reopen Victoria is clear. What is absent is the need to open at le… ,
  • Spot on. Instead of Dictator Dan’s endless ramblings he should be updating us on what the Govt has improved. Vict… ,
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  • These folks need help with marketing ,
  • Gosh is awful. Just terrible. DHL can deliver packages in a week from the US. can't g… ,
  • Anytime I see a package is being delivered by I basically resign myself to not getting the package. Curren… ,
  • Think mike missed the key point of blocking and bridging which is that you still have to answer the question.... ,
  • This is one of the most absurd waste of public money. Ridiculous. ,
  • Love how research gets announced as evidence without providing the research or links to it. Just don't buy that thi… ,
  • The time has come for the Federal Govt to set a common standard for hot spots and get the State Govts to align with… ,
  • how other states can declare all of Melbourne a "hot spot" is nothing short of draconian and ridiculous. When will… ,
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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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