Nice apology from Willie Walsh BA’s CEO. But and its a big but….its 4 days too late. Anybody can go out and say sorry when the crisis is over and a solution is in place i.e. the snow is melting. It’s much harder to face the music when the problem is still very real. The mistake BA has made is that Willie Walsh should have been giving updates from the start. Who advises these large companies on the use of social media? Their PR agencies?. Okay, Mr Walsh it’s all better now let’s get you out in front of the customers and issue an apology, same approach from BP. When will they get the fact that they were slammed in social media and his chance to make this better is over. If I was advising Willie Walsh and BA I would have told him to make a recording every day from the start and put it on BA’s home page. They had a bland infuriating message on there for days with no real information on what was actually happening now it’s over they roll out the charming Irish man to fix their image.
It’s no longer that simple somebody tell BA’s PR agency.
But………………its at Heathrow and I am in Phoenix. BA Online is not offering re-booking and after two hours I finally get British Airways on the phone and the estimated wait time is wait for it 420 minutes. Now I know the weather is no body’s fault but the way the situation is handled most certainly is. Where are British Airways emergency back up procedures. Why are they not opening call centers all over the world and re-directing these calls to them. They used to back in the day when they actually were a customer service focused organization. I don’t care what it costs them, it will cost them a lot more in lost customers in the future if they do not step up and manage the communication on this fiasco better.
This is not some routine weekend in February this is the Christmas holidays the way BA is handling the situation is insensitive and callous with complete disregard for the impact this is having on their customers
The following is a report on a session I gave at Thunderbird School of Global Management on the 18th of November. I am still amazed that people especially the younger generation do not understand the implications of making their personal lives public on social media. There is now a statistic from Careerbuilder which indicates that 80% of employers google potential hires. That pretty resume may mean very little if they find you love to get drunk, smoke pot and fall over on a regular basis.
See the full report here Online Reputation Management – Golden Rules
I was looking for some information on Global DeliveryModel for a client and found this site which explains it very well. When you are looking for a company to help you maintain your business’ technical needs, there is certain criterion that they need to meet. Honesty, follow-through, and results are usually among the top five. To express their commitment to their customers and outline all that they have to offer to potential customers, Marlabs developed the Marlabs Global Delivery Model. The Global Delivery Model is made of four key components: transparency, customer centricity, team commitment, and mature governance.
Transparency is a key component to the Global Delivery Model. With transparency customers are welcomed, encouraged even, to be a part of the process from project development all the way through testing and implementation. An important part of transparency is maintaining open lines of communication so that the desired results are achieved. When communication is closed, problems develop and needs are not met.Customer centricity is another important component to the Global Delivery Model. Regardless of the business or industry every customer wants to feel that they are valued and appreciated. Marlabs is headquartered in the U.S. so they can more easily communicate and involve their customers. They also have many offshore resources that enable them to better reach the needs of their clients.
Team commitment is something that we all look for when hiring a company and it is something that Marlabs has built into their mission as well as their Global delivery model. Their goal is that every team member will not only meet the customers’ expectations but will exceed them.
Finally, mature governance. More than just a simple project outline, mature governance helps everyone stay on-track and document what has been done and what is still in the works.
With the Global Delivery Model customers are able to see exactly what they are getting before they make a commitment since it is posted right on their website.
Today I have the pleasure of presenting a session to the Thunderbird School of Global Management digital media program on Online Reputation Management. I was asked to do the presentation by Prof. John Zerio. While researching the community at Thunderbird I found this wonderful video by Prof. Zerio which beautifully ariculates what is so special about Thunderbird and why it is truly a global community. Enjoy
The 11th annual Arizona Women’s Leadership Forum will held this Thursday the 18th of November at the Phoenician Resort in Phoenix. You can find details of the event here
As usual there is an excellent line up of women speakers and leaders. I will also be moderating a session titled USING SOCIAL MEDIA TO BUILD YOUR BRAND details are available here . I will be joined on the panel by LAURA JABLONSKI ,Co-Owner & Founder, AdMix Social, SARA WACHTER-BOETTCHER, Director of Interactive Content & Marketing Strategy, Off Madison Ave and MARIANNE CURRAN Executive Vice President, Media & Communications, GoDaddy.com. This interactive session will be of benifit to anybody who wants to learn more about participating in social media whether you are a small business, an individual or a Global company.
I always leave this forum refreshed and renewed by being in the company of a great group of women leaders who share and inspire.
Michael Roberts is the owner of digital forensics company Rexxfield.com. Based out of Nevada they provide a much needed service to help individuals who are the victims of defamation and slander online. Michael’s company provides a much more cost effective service for identifying online detractors than the woefully inadequate and way too expensive legal system.
There is an excellent article in ABCNews today about the services provided by Michael’s company See the full story here. http://abcnews.go.com/Technology/identify-anonymous-bloggers-internet-trolls/story?id=12004507
