Category Archives: travel

How customer service should be done

Posted on March 4, 2013 by

Last week I was skiing in Deer Valley when Groupon’s terrible earnings came out. While I was skiing, I got an email from CNBC asking if I could come on air to talk about them. We tried to get me … Continue reading →

Posted in customer service, travel

Short-term, transactional thinking in a social media world

Posted on October 23, 2011 by

I woke up this morning to find a bill under my door for a $7.60 bottle of water, courtesy of the Palace Hotel in San Francisco. Apparently the bottle of water next to the bathroom sink wasn’t free. There wasn’t … Continue reading →

Posted in strategy, travel | 2 Comments

Up In The Air

Posted on October 2, 2011 by

The airline industry is one of the most volatile out there. I’ve had a chance to experience many of the ups and downs of the industry on a variety of U.S. and foreign carriers. U.S. carriers Alaska American Cape Air … Continue reading →

Posted in travel

Asking meaningless questions: CBS’ faulty poll on TSA screening

Posted on November 21, 2010 by

In defending its actions in screening passengers, the TSA continually points to a CBS News Poll which claims that 80% of Americans support the scan. What does that really mean? Let’s take a look at the actual question that was … Continue reading →

Posted in metrics, research, travel | 3 Comments

Favorite airports from around the world

Posted on August 8, 2009 by

I’ve been doing a lot of travel the last few years and have gone through a lot of airports. There are huge variations in quality from airport to airport and even within terminals of the same airport. A few stand … Continue reading →

Posted in airlines, travel | 11 Comments

The benefits of starting from scratch

Posted on August 8, 2009 by

Today marks the second anniversary of the launch of Virgin America, an upstart carrier that has inspired many loyal followers. Virgin America is a clear example of the benefits of starting from scratch. Among Virgin’s features: Brand new planes. Cheerful … Continue reading →

Posted in airlines, customer service, travel | 4 Comments

Online at 36,000 feet: trying Gogo WiFi on board

Posted on May 29, 2009 by

I tried inflight WiFi last week aboard Virgin America. The day I flew happened to be the same day Virgin became the first U.S. airline to offer Internet access across its entire fleet. I live tweeted and uploaded pictures to … Continue reading →

Posted in airlines, travel, twitter | 2 Comments