Great few days spent in Cannes in the South of France at the ‘Telecoms Loyalty & Churn’ conference I’ll be using my notes to develop my own thinking around loyalty and develop the existing WDS Customer Experience white paper. In … Continue reading Is loyalty in telecoms dead?
I’ve been sent a new mobile broadband USB ‘dongle’ from O2 to replace the one I’ve been using for the last 18 months. Good timing, the old one is a little unreliable now and I’ve got three days on the road ahead of me. I figured the 90 minute train journey into London would be a good opportunity to install the software. This was a bad idea. In fact, I’m amazed that a Tier One operator still hasn’t got the basic ‘out of box’ experience right. Here’s how that 90 minute train journey was spent… Dongle is nicely packaged with … Continue reading When hotel wifi becomes a good idea
I have been flying with you for more than a decade. I have travelled tens of thousands of miles with you and always defended your honour when friends and colleagues said you’d lost your way. I was loyal. Not anymore. I’ve held an Executive Club Silver Card for several years. It’s been in valuable. Not because I like the free food and drink in your lush lounges, but because I’m busy and I appreciate shorter queuing when passing through airports. It’s saved me time when travelling for business and saved my sanity when travelling with my young family. That, in … Continue reading British Airways. Goodbye old friend. Did you ever really care?