Archive: ba

Simon Booth-Lucking

Handling the hostile customer

4 September 2013 by Steph Gray

Earlier this week, a disgruntled customer of British Airways paid for a ‘promoted tweet’ to denounce the poor service his father had received at the hands of the airline. It’s a symptom of changing expectations among digitally-savvy consumers, who’ll give a brand just minutes – in this case, just 15-30…

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