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customer experience
Shaun Smith
  • By Shaun Smith
  • Jun 26 2017

Has BA lost the plot?

thoughts on brand decline

So British Airways cabin crew are to go on strike (again) from July 1st for two weeks just as many of their customers are taking their long-awaited summer holidays. This comes on top of the recent IT glitch that saw 75,000 passengers stranded and subsequently cost the airline an estimated £100m in compensation. Anthony Hilton, writing in the Evening Standard, said it was arguably: “the airline’s worst self-inflicted crisis since it was privatized 30 years ago”.

Alison Battisby
  • By Alison Battisby
  • Jun 06 2017

Brands Need Causes

How not to forget business essentials

It might sound like an extract from a socialist party manifesto, but it turns out that 63% of consumers believe brands have a responsibility to give back to society. Recent MediaCom research also found that half of their 2000 interviewees would pay more for a brand that supports a cause that is important to them.