Is Government Failing in a Digital World?

In a recent article, Gerry McGovern a well-known digital blogger states that Government, like all organizations, claims to exist to serve citizens but in reality, is usually more interested in serving itself. Digital is increasingly exposing government incompetence and how remote from the real life of people so many in government are (particularly at a senior level). http://gerrymcgovern.com/digital-is-making-government-redundant/

This year, Canada`s Auditor General Michael Ferguson wrote, “we see government programs that are not designed to help those who have to navigate them, programs where the focus is more on what civil servants are doing than on what citizens are getting, where delivery times are long, where data is incomplete, and where public reporting does not provide a clear picture of what departments have done.” Continue reading “Is Government Failing in a Digital World?”

United Airlines Commits Brand Suicide

As a marketing professional and teacher, I have always focused on the importance of customer service in my consulting, teaching and as a practitioner. Now there is no question airlines have the reputation for not caring for their customers. On a personal note, there was a time when I really enjoyed flying but now I hate it and do everything to avoid flying unless I really have to.

United Airlines dragging that poor guy off a flight last week, takes the cake. United Airlines has outraged a billion Chinese and Vietnamese along with Canadians, Americans and Europeans.

“Brand genocide.” A “world-class debacle on an epic scale.” A “gruesome, epic-scale fail.” These are a few of the phrases a top crisis manager uses to describe United Airlines’ removal-by-dragging of a passenger on an overbooked flight. Continue reading “United Airlines Commits Brand Suicide”