No web relations? You’re screwed. Web relations is the new normal.
You don’t know what you got till it’s gone. And that starts to be painfully true for web…
The suitcase principle
Two years ago, when we were running Schiphol airport to surprise consumers during KLM’s KLM Surprise campaign, one…
Aer Lingus managing expectations?
In a few weeks I will spend a long weekend in Dublin, relaxing with friends and visiting my…
Managing rising customer expectations
Every time KLM Royal Dutch Airlines helps a customer via Facebook or twitter on a saturday, sunday or…
Proactive versus reactive conversation management
How to engage in conversations? How are we managing consumer expectations as soon as we’re start answering questions…
Pricing for conversations (or: how low prices increase negative feedback)
Groupon (and it’s clones) made pricing sexy again. They used digital technology to leverage ease of use, smart…
The devaluation of commitment
I don’t know what happened, but suddenly brands started to commit to stuff . I plea guilty as charged.…