11/06/2012
The suitcase principle
Two years ago, when we were running Schiphol airport to surprise consumers during KLM's KLM…
14/11/2011
Aer Lingus managing expectations?
In a few weeks I will spend a long weekend in Dublin, relaxing with friends…
03/06/2011
Managing rising customer expectations
Every time KLM Royal Dutch Airlines helps a customer via Facebook or twitter on a…
08/03/2011
The devaluation of commitment
I don't know what happened, but suddenly brands started to commit to stuff . I plea…