British Airways – Ian Truscott

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Creating ART (Awareness, Revenue & Trust)

That Fine Line on Social Media: It’s All About Context

November 13, 2015November 13, 2015Customer Experience Management, Observationsairline, British Airways, cricketer, Customer experience, Customer experience management, Customer service, Sachin Tendulkar, Sashin Tendalker, social media customer care, Twitter;

Oh crikey, an airline is setting the Twitter stream alight again and this time its British Airways. They seemed to have been very responsive and when trying to solve a customer issue they asked for

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If You Get Social Media Engagement; Say My Name..

April 19, 2012April 19, 2012ObservationsAmsterdam, British Airways, enterprise software;, New York, The Netherlands, things social media, Truscott, Twitter;, United Kingdom;

Last week I had a splendid experience flying British Airways. I am shallow enough to admit that on this occasion “splendid experience” does indeed include an upgrade, but it doesn’t always with BA. I am

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On Online Surveys: Rich Hall – Marketing Genius

April 3, 2012April 3, 2012Observationsactor, airline, British Airways, Customer engagement, Market research, Marketing, online marketing genius, Psychometrics, Rich Hall, Statistical survey, United Kingdom;, United States;, web survey

If you don’t know Rich Hall, he is an American comedian who’s also done quite a lot of stuff on UK TV. A very funny fellow, who I now believe is an online marketing genius.

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