Three things you don’t know about Iceland

Having just spent a few days Iceland, I have reaffirmed the fantastic advantage of travelling to a country to open your mind. With no more than 24 hours on Iceland’s sunny (if cold) shores, I discovered three things I didn’t … Continue reading

British Airways First Class is more like Last in Class

This may seem like a First World problem, but my experience with British Airways is a great point in case about how visceral and personal a relationship can be with a brand. Two months ago, I had a miserable experience, having … Continue reading

EasyJet Customer Experience – A failure waiting to happen

As companies continue to inch (literally) ever closer toward greater and greater productivity, I can say that I was only mildly amused when the EasyJet flight attendant on a recent flight cajoled us into listening to the pre-flight safety announcements. … Continue reading

An example of how not to be customer centric @ Heathrow’s Terminal 5

I recently took a British Airways flight in business class on a brand new 787 “Dreamliner” on one of the first ever non-stop flights between London and Austin Texas (it was for #SXSW2014). I would note that I certainly don’t … Continue reading

An Aus-some trip around the world

It’s not very often that I find a serendipitous link to describe so cleanly the relationship between my last three trips. So, I could not help but share with you my aus-some last month. In the space of 4 weeks, … Continue reading

Ground Control to Major Tom

We will soon be able to evaluate the truth — at least half of it — behind the statement that men are from Mars and women are from Venus. Here are two marvelous assets about the extraordinary voyage of Curiosity … Continue reading

Marrakesh Airport Passport Control – Government 2.0?

At the airport of Marrakesh, Morocco, as we were leaving, I snapped this photograph (above) of the “official” sortie. The Passport Control desk has a sign above it in three languages. The French is given prime real estate. I trust … Continue reading