Multichannel – not so simples

Great example here of typical multichannel in a vacuum – flybe with their new onphone check in (ah but read the end bit…..it involves 3 too) Announcements on the plane to tell you can use it next time you book online Default option in online booking ( that’s a whole other story of just web […]

Is marketing dead? Yes – at least as we knew it

Having a great time at a conference for my French colleagues in Paris today – & thanks for the upgrade and great service atĀ Intercontinental Paris Le Grand. I was asked to give an international perspective on the “new customer” – in fact it’s interesting how transnational the customer is in their behaviours. As indeed are […]

Simon says…..(A short customer journey)

This experience passed to me by a colleague, Simon. Since I live in Kent and my wife in N Ireland, we use Flybe a lot. I change my tickets a lot as my diary changes and my physical & emotional “customer effort tank” is emptied pretty quickly each time. So we have many similar stories […]