Category Archives: Media

Another great Social Media example

Thanking my friend Alice who, after reading my post this week about Social Media shaping our travel experience, shared this with me:

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It seems Tripadvisor are going to new lengths here to encourage in the moment feedback via QR codes and the Cullen hotel in Melbourne is working hard at reminding people to go and shout about their experience on Google, Facebook and Twitter. This certainly helped prompt Alice to share this status with all of her Facebook friends:

alice

How Social Media is shaping our travel experience

We know for a fact that word of mouth now plays a key role in customer experience with customers increasingly using social media sites as platforms to provide feedback and share experiences… the good, the bad and the ugly! Some argue that this phenomenon has led to customer experience being more powerful than advertising, with blogs such as business2community.com claiming that 85% of customers who have had a bad service experience want to  warn others about doing business with said company. I agree with this claim, but it seems that word of mouth has become a massive form of advertising in itself with companies striving to make customers happy simply to encourage them to generate positive buzz
on social media. This is especially evident in the travel space with review websites such as Tripadvisor playing a key role when it comes to booking any kind of travel. I for one will not book a hotel unless I’ve sussed it out first on Tripadvisor and my final decision is always based upon reviews from others who have recently stayed there. Travel companies have now started to cotton onto this and more often than not it seems that anywhere I go when doing something touristy, I get encouraged to go directly to Tripadvisor to shout about how good it was to the rest of the world. I’ve even been handed out business cards from companies working with Tripadvisor to better ensure this happens:

Tripadvisor card from Poseidon
Tripadvisor card from Poseidon

But that’s not the only way Social Media is shaping the travel experience. Many airlines and hotels are pulling out all the stops to engage with their customers via the likes of Facebook, Twitter, Instagram, you name it, whether it be encouraging them to share feedback, having full on conversations with them or getting really creative with characters and campaigns. A couple of favourites are the Air New Zealand Fairy who with nearly 60,000 likes on Facebook uses her magic wand to provide gifts for loyal customers or entertain them with her ‘happy dance’. There was also the British Airways Race Against the Plane campaign during the launch of the new Dreamliner route which encouraged British Airways followers to get on board the ‘Tweetliner’ and race against the 787 on it’s first route to Toronto.

And the story published last week which sums up how pivotal social media is when it comes to our travel experiences is the #Pleasehelp incident on a Virgin train. A customer, irritated by a banging noise under his seat, turned to Twitter to raise the issue rather than alerting a member of the crew. As a result, the service was stopped and Virgin acted promptly, with another customer stating “It shows the world has changed, that passengers get listened to and can play a part in customer service.”

Airports – the best place to people watch

We can’t deny that airports are strange places. They are worlds within our world, home to endless amounts of continuous activity. I enjoyed reading a blog post this weekend from Blue Sky which referenced an infographic produced by cheapflights.co.uk on 50 things to do when you’re stuck in an airport, and not just because I have a geeky love for infographics, but because people watching, one of my favourite activities, featured on the list.

With some of the busiest airports in the world such as Heathrow seeing an average of 191,200 passengers arrive and depart each day, we are guaranteed to see lots of different types of people from all over the world and many different walks of life passing through. Sometimes I just like to spend a moment taking it all in, looking around and watching the drama unfold. Because yes, with lots of strangers thrown into what can often be a time-pressured, unfamiliar and uncontrollable situation, drama is guaranteed.

Over the past few months I have witnessed husbands and wives having full blown rows, people racing through the airport upon hearing their flight’s final call and of course the increasing anxiety as fellow passengers wait for luggage to arrive at the carousel, turning to panic and rage when it failed to show. One of my favourite moments at an airport this year was waiting for a colleague to meet me at Heathrow Terminal 5. Our meeting point was in the arrivals area and whilst waiting I shared some of the beautiful moments that can only be experienced in arrivals – watching exhausted yet excited passengers emerge through the doors to be greeted by loving partners and eager family members…smiles, laughter, hugs and even tears. It was a heart warming 20 minutes and I could definitely see where the inspiration for certain scenes in the film Love Actually came from!

Moments like this have often made me think that working in an airport must be one of the most exciting jobs in the world. Front line staff inside airports must have endless stories to tell about their encounters with passengers, from the awkward and bizarre to the magical and even tear-jerking. Ex TSA agent turned writer Jason E Harrington documents in his blog Taking Sense Away some of the weird and wonderful things he witnessed whilst working at Chicago O’Hare’s airport from 2007-2013. My favourite of these is a term he coined the ‘baby-shower opt out’  which describes when a woman opts out of going through the scanner, ‘explaining that she is pregnant to the surprise of the friends she is traveling with, who shriek and yell and have an impromptu celebration.’

I am really looking forward to reading Jason’s book when it comes out and to witnessing many more of the unique moments that airport people watching has to offer on my upcoming trips.

Plane banter

Following on from my post a few days ago about airline humour which looked at some comical interpretations of air travel, I thought I’d share some thoughts on a related subject…the antithesis of humour…the airline safety video.

When it comes to flying we all know that the safety video is a necessity and all passengers need to be aware of what to do in the event of an emergency. But we also know that safety videos tend to be as boring as hell. I for one, as a regular traveller, completely switch off and ignore the safety video as it plays whilst the aircraft taxis to the runway, knowing full well that if I did zone back in I could probably recite the instructions word for word. I imagine that many regular fliers are like me and think they’ve heard it all before. So why bother showing it at all if people aren’t going to pay attention? Well I guess there’s no choice in the matter… it’s got to be shown for legal reasons and we also need to be as up to speed as we can possibly be on safety procedures. But with this comes a dilemma… how do airlines get people who think they know it all to pay attention?

Well it seems that times are changing as airlines are beginning to acknowledge this. Strategies are now being implemented for the safety video to go above and beyond simply telling us about how to “adopt the brace position” or what to do “in the unlikely event of the aircraft having to land on water”. The safety video has taken on an additional role… to entertain passengers.

Air New Zealand were the first to get creative with their safety video, using Kiwi-centric themes such as the Hobbit and the All Blacks to capture the attention of passengers:

Virgin America recently launched a fully choreographed, pop style safety video with some quirky dance moves and catchy lyrics. Although specifically designed to ‘grab people’s attention’ according to COO Steve Forte, the video has been a success in the realms of social media and content marketing, with nearly 9 million views on Youtube:

And now Delta have just got ‘on board’, with the launch of their nostalgic 80s style safety video this week which acts as a tribute to their first ever safety video 3 decades ago. In it we see iconic hairdos, big glasses and rubik’s cubes as well as some celebs from the decade bopping along to the retro beats. The video has already had over a million hits in the space of a few days and streams of positive comments such as “Great way to reinvent (the always boring) safety videos!” Take a look here:

We can’t deny that this change in style is having an impact, with these videos now going viral and gaining millions of hits. People are clearly starting to pay attention. The key safety messages are not only being delivered, but they are being done so with personality and banter and as such, the airlines responsible have successfully found a way to engage even the most ‘know it all’ passengers, whilst raising their online profile. I certainly am looking forward to the prospect of seeing one of these videos on a flight and it’s a case of ‘watch this space’ to see which airline is going to get creative next!

Airline humour

Air travel seems to provide rich material and fuel the laughter for many comical sketches. I guess this is largely down to the fact that flying still (despite some carriers providing what can seem like a bus service) feels strange and unnatural with so much potential for things to go wrong. The idea of being in a metal tube 40,000 feet in the air for several hours can be quite hard to contemplate – for me at least anyway. If we were meant to fly, surely we’d have been made with wings? Nevertheless that doesn’t stop me from going anywhere and trying my best to forget my fears and enjoy the experience of flying.

Bad and bizarre customer experience is often at the heart of any comedian’s work. I am a big fan of anything ‘comedy’ related so I was quite excited to discover a comedienne over the weekend (who has apparently been around for years) who goes by the name of Pam Ann. As you can probably tell, her sketches focus specifically on the flying experience, bringing to life the varied perceptions people have of different airlines in an amusing yet graphic way. Much of it is of course deeply exaggerated, but there are still some interesting underlying messages in her work around how people are made to feel by staff, based on her observations as a passenger.

Check out the following (though best not to if you are easily offended):

https://www.youtube.com/watch?v=kAgQR8Z_-KQ

https://www.youtube.com/watch?v=0JgKWguQ4P4

If you like what you see here is the link to her website to find tour dates. It looks like she’s going to be in London at the end of March…! http://pamann.com/

Another great pair of comedians who have also used the theme of flying and the unique customer experience we can encounter whilst in airports and on board as comedy fuel is David Walliams and Matt Lucas. Despite first hitting our screens a few years ago, their series Come Fly With Me will never get old, especially with episodes currently being re-aired on Sky and Netflix.

A couple of my favourite sketches:

https://www.youtube.com/watch?v=BOrhMcqx6vw

https://www.youtube.com/watch?v=zIJzfrrpyUQ

Enjoy and remember to keep your eye out for real life comedy gold whilst you’re travelling!

The Curious Incident of the dog on the tube

Something special happened on my commute home this evening. Something involving a dog in my tube carriage. I will come on to this shortly.

Firstly, over the past few weeks I have dedicated quite a lot of thinking time to the impact that other customers have on our experiences, especially when we are travelling.

It seems there have been an increasing number of articles in the press recently where people have claimed to suffer at the hands of others whilst on their travels. Take the recent incident of blogger Rich Wisken for example, who saw his angry post about having to sit next to someone who he described as an ‘infant hippopotamus’ on a four hour flight go viral. http://www.huffingtonpost.co.uk/2014/01/01/rich-wisken-writes-incred_n_4527086.html Whether we agree with his views or not, the simple fact is that this story was shared by thousands of people across the globe and therefore exemplifies something that people clearly relate to… a travel situation which has been negatively affected by another traveller.

Moments like this can be encountered in many ways, shapes and forms. Whether it’s the prospect of someone coughing and spluttering over you, talking loudly about things you couldn’t care less about or invading your personal space as you try to get from A to B, the reality is that despite wanting to give you the best experience possible, travel companies will always struggle to control the role their ‘other customers’ play in your journey. Yes they are certainly aware of these situations and we can see examples of where they are trying to accommodate different needs…such as quiet carriages on the train. But as much as someone like Richard Wisken might like the idea of an ‘obese only’ airline, we all know that’s never going to happen! And in the meantime the likes of Mr Wisken will continue to place blame on and demand compensation from the travel company (in this case Jetstar) who he deems should take full responsibility for his ‘physical pain and mental suffering’. This means that, with the sheer power of social media in mind and the potential damage it can cause, airlines such as Jetstar and other transport companies will need to think carefully about the implications ‘other customers’ can have on overall customer satisfaction.

On the other hand, there are examples of where ‘other customers’ can have a really positive affect on experiences when it comes to travel. I have been in situations recently where I’ve argued with staff at airports over inconsistent information and then been backed up by the people in the queue behind me. That felt good! I also spent a day going to see the Blue Mountains whilst in Sydney a couple of weeks ago and paid what felt like quite a lot of money to see quite a lot of nothing – yes the hubby and I happened to pick the one rare day where the Blue Mountains were completely covered in fog! However, what started as a miserable day filled with resent and bitterness towards the heavens turned into one of the most enjoyable and entertaining days of our trip and that was largely down to the other tourists who had made the same unpredictable error as us. We met some really interesting people from all over the world and at some points got so lost in laughter and conversation that we forgot the actual reason we were on the trip in the first place.

‘Other customers’ can even have an impact on your travel experience without you realising it (unless you’re like me and devote strange amounts of time to thinking about these kinds of things)! For anyone who has been through it, flying from the UK to Australia is the Everest of all flights and it’s essential that you find ways to help you physically and mentally survive. I didn’t realise it at the time, but one of the small interactions I had with a lady in the queue beside me whilst checking in baggage at Heathrow Airport (she made a joke about how much luggage we had) became one of my coping mechanisms. I noticed the same lady again at security where she gave me a nod of acknowledgement and then again at the gate. Whilst in transit at Hong Kong I happened to see her again out of the corner of my eye going into a shop and then started to wonder whether, out of the thousands of people who were present at that time in the busy realms of an international airport, I might see her again… and low and behold I did… five hours later to be precise! Whilst making my way in a zombie state towards the next gate I recognised her in front of me on the moving carpet. Now before you start to think I’m some kind of psycho stalker I guarantee that when facing 28 hours in limbo with minimal sleep your brain will start to fixate on things as a way to help you get through…perhaps you can think of examples of where this has already been the case? For some reason my brain decided to target a random lady who I knew absolutely nothing about and I eventually started finding myself wondering about her life, where she was travelling to and even inventing imaginary relatives that I pictured her going to visit… all because she made that joke about my luggage way back in London. I haven’t quite figured out the reason behind this…there could be many. Perhaps it’s the fact that she was going through the same enduring experience as me and on some level there’s a ‘travel mentality’ where we all feel ‘in it together’ and her little joke at the beginning helped to kick-start that mind-set and trigger a connection…or I just liked her handbag! Either way, I’d like to thank this random customer for helping to somehow positively affect my journey.

And now onto the dog on the tube. So there was a small Dachshund dog in my tube carriage on my commute home this evening. I didn’t notice the dog at first, it was only when some strange noises started erupting from under the seat next to me (which I soon translated into barking) and I think this was the case for the other commuters surrounding me. Admittedly the barking took me by surprise. It’s not every day that you see a dog on the tube, especially a cute one in the aftermath of rush hour where the trains are still relatively busy. What I witnessed next was nothing short of a miracle. I started looking around at fellow passengers and people were smiling. Smiling at the dog. Smiling at the dog’s owner. Even smiling at other passengers as they smiled at the dog! Now for people reading this who aren’t familiar with the unwritten rules of the London Underground system, the manual clearly states as rule number one that eye contact with other passengers is forbidden unless there is an emergency of course. However, what I saw tonight was rule breaking at it’s very best. And all because another customer (in this case the non human form) had provided a disruption to the monotony of the daily commute and changed the way customers interact with each-other, making the journey home a lot more enjoyable than it normally is. So is there a benefit in encouraging more people to take dogs on trains? perhaps (and as a dog lover that would certainly appeal to me!) But I think the dog could be replaced here by many other things…Someone wearing a giant nappy? A B list celebrity? (some friends did once bump into Tom from McFly on the Met line and I have witnessed ‘out of the ordinary’ fancy dress attire which has also triggered a few smiles). Either way… when other customers disrupt an experience and shake up the norms in unique ways (i.e. by not coughing and spluttering all over you) that is where an experience can potentially be changed for the better.

Hotel Secrets

I really enjoyed watching the first episode of Hotel Secrets currently being shown on Sky Atlantic which saw Richard E Grant visit some of the world’s most iconic hotels and meet the people associated with them, from the extravagant guests to the likes of Donald Trump!

grant and trump

Richard is a great interviewer and his witty style gave me an insight into what it’s like to be a guest at one of these places. I was able to imagine what a night’s stay would be like in the world’s most expensive hotel suite, the Ty Warner Penthouse Suite in the Four Seasons New York (which costs more than $40,000 a night and includes free WIFI!!) – what I would do to have a few minutes in there just to see that view alone!

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A particular highlight of this episode was his visit to the Barkley Pet Hotel and Day Spa in Los Angeles which provides 5 star treatment for dogs, cats and beyond. Not sure I’ve quite got my head around the fact that a market exists for people who’s pet customer experience matters to the extent of their beloved dogs requiring a bedtime story read to them and Michelin Star quality steak delivered to their kennel. More money than sense or extreme dog lovers?! Fascinating viewing either way.

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The next episode ‘Living and Dying’ which sees him check into the hotels where the rich and famous have lived, died and fallen in love is being aired at 9pm on Sky Atlantic this Thursday evening.

I can’t help but think Richard E Grant might have had the best job in the world when filming this series!