| Home | Business | Brand | Marketing | Innovation | Design |
You can also browse all brand tags.
Wall Street Journal, March 23, 2009 — An airline loses your bag or cancels your flight because of a mechanical problem. The next time you show up at the airport, an agent personally apologizes and offers a free pass to an airport lounge for your troubles.
Don't laugh. Someday it may happen at U.S. airlines.
New York Times, November 5, 2008 — Delta Air Lines, the nation’s biggest carrier, said Wednesday that it would charge some passengers to check their first bag, but that it was eliminating the fuel surcharges to book tickets using frequent-flier miles. It said it was adopting the fee as it matches its policies with Northwest, with whom it merged last week.
Advertising Age, June 11, 2007 — Back in the summer of 2005, Dell ignored Jeff Jarvis' complaints about a lemon laptop at its own peril. The blogger's "Dell Hell" rants teed up a mainstream story starring the PC manufacturer as an arrogant giant that became a case study in how one man's website could shred a corporate reputation. Now Dell, working to shrug off that image and right recent business declines, might be on to a different kind of web-based watershed. In mid-February, it launched IdeaStorm, a place for customers to submit suggestions about its products that's become the repository for more than 5,500 recommendations and 24,000 comments.
JaffeJuice, May 11, 2007 — Earlier this week, I challenged Delta to stop talking about change and change already! I criticized a bloated 30-second spot which essentially says, "we're changing", but offers no proof. In addition, it sets them up for failure with typical mismatched expecations between communication and ground-level activation (service, baggage handling, delays, comfort - I could go on)
My point was simple: instead of telling us you're changing, why not prove it to us? Why not update us regularly with - for example - a Twitter group.
† Access to articles with this symbol may require a subscription.