Tag: marketing

Stop Disturbing Me!

November 16th, 2006   •   no comments   

As a marcoms professional, I often fall into the stereotype of thinking of customers as “targets”, “demographic groups” and “segments”.

Ad men and women are especially prone to this, and an entire discipline – media planning – was hatched with the sole purpose of cornering prospects every which way they go. We want to make sure that our entire arsenal of Weapons of Mass Distraction (also WMD) are trained to hit as many vict….sorry customers as possible.
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Now That’s What I Call Service!

November 15th, 2006   •   1 comment   

I came across this post from marketing guru Seth Godin about service on an airline. Thought it was interesting enough to share.

Joel Spolsky shares this great story from a flight attendant:

Alright, I am gonna dote on my company for a few minutes. As most everyone on here is probably familiar with, last night was a nightmare for people travelling to and from the Northeast. We currently have 5 flights a day from CMH, 4 to/from JFK and 1 to/from BOS. Last night, out of CMH alone, Delta cancelled 3 flights, American cancelled 2, and Continental cancelled 1 and those are just flights that I know of. After we found out that our flight was delayed until 2223, the captain and the rest of us station employees decided to pool our money and we purchased pizza for all passengers on board our aircraft. Since the pizza place wouldn’t deliver to the airport, one of our crewmembers volunteered to go pick it up. Once the pizza was brought back, the passengers were boarded, our live tv and xm were turned on and the pizza was served by ALL the crew, not just the flight attendants. The Captain, FO and other airport crewmembers went above and beyond. Granted I may be a little biased, but I was glad to be here last night. The feeling of seeing that plane take off and those people get to where they are going, even if they were late was pretty darn good. Not too many other airlines that I know of will do that for their customers.

It’s not just “not too many other airlines…”, it’s, “not too many employees.” Wanna bet she had more fun than most flight attendants that day?

I wonder if we will ever encounter this in Singapore? It would be great to have char kway teow or chicken rice delivered to us on a delayed flight!

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