Entries by Heather Lloyd-Martin

So, What’s in It for Me?

When faced with an offer, an action step or a request, we all want to know one simple thing: What’s in it for me? For instance, how many times have you received an email like this one: “Thank you for (staying at our hotel, talking to our customer service rep, buying something from us.) We’d […]

Terminal 5 Trauma – British Airways and Missed Reputation Management Opportunities

Just one week ago, I was returning home from an Amsterdam holiday. I flew into Heathrow’s brand-new Terminal 5 and happily boarded my plane. My luggage did not. If you’ve been tracking the Terminal 5-blues news, you’d know that it’s been estimated that 20,000 bags were stuck in Heathrow. Volunteer British Airways staff are manually […]