The other week my colleague Vinay Iyer posted a blog that looked at how a company might use social media to improve its relationships with their customers. Some companies are already doing this, but it’s also clear that some companies also have a learning curve here about what constitutes a service that customers value and [...]

The other week I flew from Prague to London. Or, rather, I sat. Mostly I sat. When the four-hour delay due to weather was announced in Prague, a collective groan went up. The fellow next to me sighed and said, “This happens every week. Four hour delay; blame it on the weather. And just you [...]

Last week I had words with an automotive customer service rep named Anne. The “run flat” tires on my car had proven to be a spectacular failure. Instead of enabling Mrs. Leaper to get home safely after a run-of-the-mill puncture, they fell apart—and I mean that literally—after only six of the fifty miles they were [...]

I seem to be on a roll.  Earlier this month I wrote about how I thought Branson’s banking endeavors would benefit from a focus on the kind of personalized customer service that he’s brought to Virgin Atlantic. Subsequently, Flavio Martins at themana.gr took up the theme with his blog on 7 customer service rules from [...]

  When and the Virgin Money team joined forces with Wilbur Ross to bail out the UK’s Northern Rock bank, a lot of the pundits took note and started to wonder if Branson might have as disruptive an effect on banking as he’s had on airlines. Can he drive down pricing? Introduce some kind of [...]