Andy on Twitter

  • Watching on EK from Nice to Dubai. Go boys go! Thanks Emirates!!!! And for backup feed ,
  • So called global mag propagating a US-centric view of the world. There are great CMOs outside the US ,
  • Everytime I step in I instantly regret it. Appalling service. Dirty stores. Awful coffee. Dreaming of St Ali and Dukes right now,
  • To be clear - when ordering anything large or Venti at Starbucks you are ordering a MILKSHAKE with some coffee ,
  • Further spotlighting the Wallabies Woes ,
  • Like wo has tapes anyway? Or even a tape recorder? Or a tape player? Or a fax? ,
  • RH: respect the opportunity you have @Cannes_Lions,
  • Kraft: Stay humble. Work hard. What happened yesterday has no relevance to today or next week. Don't wait for chance. @Cannes_Lions,
  • RH: companies matter in terms of getting stories out to people. @Cannes_Lions,
  • RH points to Trad media co's entering OTT ... @Cannes_Lions,
  • Kraft: nothing bad happens that doesn't have some good associated with it @Cannes_Lions,
  • Kraft: Eventually will be a NFL team in London @Cannes_Lions,
  • Kraft: The future is OTT - which means goodbye TV as we know it. Mobile + streaming + integration with games = winner @Cannes_Lions,
  • Kraft is concerned middle class not doing as well as they should. So right @Cannes_Lions,
  • The hard thing and the right thing are the same thing. Kraft @Cannes_Lions,
  • 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

Connections

  • Inspired
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