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 been downgraded involuntarily on a 10 1/2...
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. As with most...
Heathrow Terminal 5 is in need of an urgent look at its customer journey… literally 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...
On our recent family holidays to Kerala, India, I was struck how several hotels used recycled newspapers. Specifically, I found recycled newspapers being used as bags (for example, for shoes), sanitary bags, envelopes and garbage inserts. The bags were carefully...
Only in Canada… A car crash, special fast food, graffiti, breakdancing, Canadian News, parking, a diary entry, burglary, controversy, knock-knock joke, racism, polo, protest, trapping, driving and two of the funnier GIFs you will find… only in Canada!...
In today’s connected world, we have had to learn to find ways to break down silos, to work in networks and to collaborate with others. I believe that the power of your network is keenly related to your ability to survive. It is a key part of the so-called “web 2.0”...