✈️ Designed with Distinction
I’m writing this at 39,000 feet, somewhere over northern Iraq. I can’t publish it now, because, despite the plane ticket costing hundreds of pounds, it doesn’t get me Wifi, for…
Tag: British Airways
Case Study: British Airways and the Importance of Concrete Communication
The one where I lose my luggage and get attacked by an angry mob
Meaningless Measurement
We live in an epidemic of feedback requests. But rather than helping companies to understand their customers, it might be hindering them instead.
Time to Say Goodbye?
One kitchen, several builders, and a reminder that organisations should be saving customers time, not demanding it.
johnJsills 