http://www.pkellypr.com/blog/2008/0215/thoughts-from-hamburg/ Irish Communications Consultant - Be Noticed Sat, 11 Oct 2008 05:38:41 +0000 http://wordpress.org/?v=2.0.2 http://www.pkellypr.com/blog/2008/0215/thoughts-from-hamburg/#comment-346838 Tue, 20 May 2008 07:49:04 +0000 http://www.pkellypr.com/blog/2008/0215/thoughts-from-hamburg/#comment-346838 [...] This resonates with an observation that was made at a recent Edelman Digital meeting I attended: A colleague raised an interesting point about the evolution of the role of a customer service agent. Why wait at the end of a phone, when you could be hunting down unhappy customers online and setting the ball rolling to solving their problem. [...] […] This resonates with an observation that was made at a recent Edelman Digital meeting I attended: A colleague raised an interesting point about the evolution of the role of a customer service agent. Why wait at the end of a phone, when you could be hunting down unhappy customers online and setting the ball rolling to solving their problem. […]

]]> http://www.pkellypr.com/blog/2008/0215/thoughts-from-hamburg/#comment-287515 Wed, 27 Feb 2008 12:51:22 +0000 http://www.pkellypr.com/blog/2008/0215/thoughts-from-hamburg/#comment-287515 Re: Expect To Have Less “Friends” in the Future: I have witnessed a lot of people abandon their Facebook profiles after rushing to build as many friends as possible. One serial spammer in the group is enough to reduce the value of the overall numbers, never mind the annoyance. I am only imagine the fury if texts inboxes hit the same levels. Ok for the Bebo generation many of whom view their network as transitory and disposable. Re: Expect To Have Less “Friends” in the Future: I have witnessed a lot of people abandon their Facebook profiles after rushing to build as many friends as possible. One serial spammer in the group is enough to reduce the value of the overall numbers, never mind the annoyance. I am only imagine the fury if texts inboxes hit the same levels. Ok for the Bebo generation many of whom view their network as transitory and disposable.

]]> http://www.pkellypr.com/blog/2008/0215/thoughts-from-hamburg/#comment-282319 Fri, 15 Feb 2008 14:06:22 +0000 http://www.pkellypr.com/blog/2008/0215/thoughts-from-hamburg/#comment-282319 Re online customer service, I would sure like to find an airline who would like to take on the opportunity of showing how good they are by solving a customers problem. I picked BA as airline of choice to get to China. When I got delayed due to bad weather in Heathrow, on Tuesday they tried to pass it off on Willie Walsh's old airline Aer Lingus,with whom they co-share from Dublin! Needless to say I had to throw the head before they decided to cooperate and get me out on an Air China flight!! Why does the customer have to throw the jugular! If they had smiled been half way sympathetic I would be praising them to the skies! ( Even though my bag did go missing for 3 days). At least Air France are great in Paris, they really look after you if you are long hauling and meet you at the door of the plane and drive you across the runway if you have a tight connection! Re online customer service, I would sure like to find an airline who would like to take on the opportunity of showing how good they are by solving a customers problem. I picked BA as airline of choice to get to China. When I got delayed due to bad weather in Heathrow, on Tuesday they tried to pass it off on Willie Walsh’s old airline Aer Lingus,with whom they co-share from Dublin! Needless to say I had to throw the head before they decided to cooperate and get me out on an Air China flight!! Why does the customer have to throw the jugular! If they had smiled been half way sympathetic I would be praising them to the skies! ( Even though my bag did go missing for 3 days). At least Air France are great in Paris, they really look after you if you are long hauling and meet you at the door of the plane and drive you across the runway if you have a tight connection!

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