Tag Archives: Zappos

Dear @QantasAirways, your brand simply missed out…

@QantasAirwaysI recently enjoyed a business trip to San Francisco arriving back this morning. The air travel got me thinking about what simple brand opportunities companies miss when their culture’s don’t support, allow or foster authentic engagement and connection with their most loyal customers.

Having just heard Zappos.com CEO Tony Hsieh speak at #IHRSA30 I found myself very attuned to customer experience and service which made our experience on Qantas all the more blog worthy – in my mind at least.

Here is my open letter to Qantas Airways asking them to consider a little Wobbly Jelly Theory when they consider the simple ingredients they can mix to create better customer experiences in future.  Continue reading



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