Farce or Fiction – Part 3 of the British Airways Downgrade Saga

In the third (and presumably final) chapter of the British Airways Downgrade Saga (see part one and part two), I was contacted “out of the blue” by British Airways, last week. Since I was not able to take the call, the … Continue reading

Here’s A Gift You Don’t Want To Receive. @british_airways’ Most Unimpressive Error

British Airways , which as many of you might have followed is NOT on my favorite airline list (see here for how they handled my downgrade), is at it again. Two people in my network wrote me to tell me … Continue reading

Feedback loop – How and why companies can raise their game

The larger brick & mortar companies that are transforming into the digital era typically have their hands very full. It is a tricky path to weave, maintaining the current business flow, while fundamentally changing the longer-term mindset. The leadership teams are working on such … 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

British Airways downgrade – BA’s response will shock you

The BA Saga – Part 2 More than seven weeks have passed since my most unfortunate British Airways downgrade on a 10 1/2-hour flight from London to Austin (Texas). I continue to seek satisfaction from them. Here is Part 1 of the BA downgrade … Continue reading

Getting that customer in the middle of your business – Caleb Storkey brings it home (MDE144)

Minter Dialogue Episode #144 This interview is with the ebullient and passionate Caleb Storkey, who owns and runs Storkey Media, an integrated marketing agency. In this conversation, Caleb and I talk about the challenges that small and big companies face … Continue reading

Downgraded on British Airways – Here’s what needs to be done

Do you believe in Friday 13th? I must say that, ordinarily, I don’t. About 3 months ago, however, I booked and paid for a business class flight on British Airways from London to Austin Texas, to enjoy another fabulous SXSW … 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