British Airways – Ian Truscott

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

Posted on November 13, 2015 by Ian Truscott

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 the customer to DM their name and details to progress the issue. Sound pretty reasonable, right? Oh no.. the passenger..

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

Posted on April 19, 2012 by Ian Truscott

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 also not naive enough to know that my nice treatment is not down to my smile, but the commercial reality..

On Online Surveys: Rich Hall – Marketing Genius

Posted on April 3, 2012 by Ian Truscott

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. Why do I think he’s an online marketing genius? Is it that he sells a gazzillion DVDs or the iTunes..