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

Is the QR code dead, yet…? QR codes in the strangest of places…

People often ask me whether QR (short for Quick Response) codes are “for real”? The short answer is that QR codes will likely not have a long shelf life. That said, in certain countries — such as South Korea, Japan … Continue reading

Airline Competition & Inflight Entertainment – How do they fare?

AIRLINE COMPETITION & INFLIGHT ENTERTAINMENT ARE YOU ON BOARD? As the competition for airline passenger dollars is only going to get worse — between higher oil costs, personnel issues & union negotiations, terrorism threats, ecological considerations [not to mention economic … Continue reading