Educated, Professional, 30 Something and Yes, Marketing Matters...

Delta Airlines Horror!

2013-07-03T11:35:00.000-04:00

I am spending time writing this letter to express and highlight how Delta missed an opportunity to commit on several of its brand promises to two Platinum Medallion members. My goal is not to be cause trouble, but rather communicate how an experience could have been handled differently so that customers continually feel that Delta delivers on its promise. Delivery on the brand promise is what motivates and compels members to stay loyal. Otherwise, customers will abandon the brand and those once brand ambassadors can become brand disruptors. A recent Delta campaign mentioned that “loyalty is a two-way street and when one side gives, the other has to give back. Every ounce of dedication shown by one party should be met by the same dedication by the other.”

“…When delta people encounter situations, they use their values and professionalism, along with training and experience to guide their actions and decisions. Each of us has the opportunity every day to be a leader in how we represent delta, how we handle difficult and unpredictable situations, how we use delta’s resources and how we take care of our customers….” – Richard Anderson, Rules of the Road.

Let me say that I LOVE Delta. I have moved out of the Atlanta area, but still connect in inconvenient airports to fly Delta. I have maintained Delta Platinum status for two years and am trending to Diamond status this year. At least this was my plan until the trip from hell sponsored in part by the customer service representatives who answer the Platinum customer service line.

Introduction

We planned a trip to London to attend Wimbledon on June 26th and 27th for my husband's 40th birthday and to fulfill a bucket list item. Unbeknownst to us, we were not going to see Wimbledon; at least not on Wednesday. We set out to leave Tuesday, June 25^th out of DCA. Total monetary loss: $3,380 for two tickets on center court to see Roger Federer and Serena Williams. Wimbledon doesn't give refunds and we were to close to event time to re-sale our tickets. $360 for the flat rented. Dream 40th birthday gift to my husband – priceless.

I must also mention that this was a surprise so my husband missed his friends waiting for him in London Heathrow’s Terminal 4. They went on to celebrate without him.

Strike 1

Tuesday, June 25th, we received a note en route to the airport that our flight to JFK that would connect us to London Heathrow had been cancelled. It would have been logical to provide an alternative schedule that aligned with our connection, but that algorithm doesn't seem to be in place. I was scheduled on a 7:30 flight out of DCA that would ensure I missed my 8:55 pm flight out of JFK. I called the Delta customer service line and was placed on an earlier flight to LGA. However, the customer service representative (CSR) failed to indicate that the cancellation was due to ground delays so any flight to NYC was at risk. I felt her role was to get me off the line as quickly as possible. Rude! It was 3:30 pm so we could have still got out of the US in time.

Strike 2

We boarded the flight and sat on the runway for 2+ hours; it was after 6:00 pm when we deplaned post a barrage of complaints from passengers. Meanwhile, I was on the phone with a CSR who told me if I could get to Air Canada in 5 minutes, I could make it to London by Wednesday morning. We obviously could not make that flight given we were still deplaning in an entirely different terminal.

Strike 3

I went to the Delta Sky Club and learned most flights to NYC were cancelled for the day. I called the customer service line again. This time, I was told that I could make it to London on a direct flight from IAD on American Airlines. I was even given a confirmation number. Elated, we rushed off in a taxi (no offer of a voucher for a taxi). While en route, I contacted American Airlines (AA) to confirm my reservation and learned, we were not booked on AA at all, but rather British Airlines. Forty five minutes later (7:20 pm) and $85, I arrived at the counter of British Airlines excited I would be boarding soon. To my utter surprise, I learned, we had not been booked and they did not even have our names. Bummer! I contacted customer service again to learn that we were not confirmed; the system had kicked back the reservation. At no time during our 45-minute taxi ride, did anyone from Delta think to call and alert us of this change and subsequently help us rebook. Embarrassing and unacceptable... “Lines” campaign, Delta specifies that, “The 80k employees must predict the unpredictable and anticipate the unexpected….”

I'm out of strikes so, I'll continue with scenes.

Scene 1

I went to the Delta counter at IAD, where I encountered the most, compassionate, helpful, professional and helpful Delta employees. The one gentleman’s name was Tam Eatley and he deserves recognition. I’m embarrassed to say I’ve forgotten the name of the second woman who is also deserving of praise. They tried to connect us on every airline, trying every route, literally. Finally they found us a flight on Brussels Air that would get us to London by 3 pm. At least we could have a shot at seeing the evening game I thought. Elated, we went to the ticket counter to check-in just a few counters down. Déjàvu... We were not on the list and were unconfirmed. We were offered standby.

Scene 2

Back to the Delta counter, I informed the Delta counter agents of the bad news. Defeated, we all agreed the only alternative was to leave Wednesday, June 26th and arrive in London on Thursday, June 27th. We missed Wimbledon, our friends, the car service, our money and the experience that cannot be recovered.

Scene 3

The Delta ticket agent at IAD encouraged me to call customer service again to see what Delta could do given we were missing so much. I reluctantly agreed. After holding the line for 24 minutes, I was told by the customer service representative that it was too bad and not Delta's fault. "We don't compensate when there is a ground delay and we definitely won't pay for your lost tickets." While this may be factual, the CSR failed to acknowledge that we have been loyal and valuable Delta Platinum members. He lacked empathy, compassion and tact in handling this situation.

Scene 4

Upon returning to the US, we connected again in JFK to go to DCA. The flight was delayed two hours and then cancelled due to weather. It was happening all over again. This time, we were helped by a ticket agent at the Delta counter and routed to LGA where we caught the last flight back to DCA. We were offered a ride.

I will acknowledge that we both received an apology email along with 25k bonus miles. Not MQM's but bonus miles, this is the equivalent of $250, which frankly could not even purchase another domestic roundtrip ticket. While, I appreciate the gesture, this does not come close to compensating for the horrific experience and treatment we received on Delta. We lost a day on our trip. We lost a day at Wimbledon. We lost time with our friends. We lost flat rental expenses. Most of all, we missed the experience of a lifetime.

As a type this, we have 6 booked tickets on Delta and will be booking two more for next week. I travel on Delta almost weekly. I am appalled by this experience and know that this is not Delta's best. I welcome the opportunity to be contacted by a senior and seasoned person from the corporate customer service team to help explain how Delta will remedy this situation and maintain our loyalty to the brand. Otherwise, we will be forced to transition our status and continued travel services to an airline that is much more appreciative and accommodating to frequent flyers.

Losing the winter weight...Not so easy anymore

2010-03-09T16:17:00.000-05:00

I'm five pounds over my legal weight limit and it's a complete and utter drab. Who knew it would be so hard to shed such few pounds post the 20's and now well into the 30's. I considered starving myself - not literally, but that's an idea. I would lose the weight I've taken so much pride in storing this winter.

My mom says five pounds can easily turn into ten pounds and then 15 and OMG...I can why people just throw in the towel.

Unfortunately, I LOVE food much too much. So, I've borrowed the beau's diet plan from his personal trainer reducing the caloric intake of course. I'm combining it with my regular workout regiment, which is pretty restrictive now. So here's the deal and this isn't new information.

I can eat six meals a day - including 3 snacks, mostly veggies, proteins and a few carbs (brown rice, sweet potatoes and cous cous). Sounds yummy, right? Not so much especially since spaghetti with meat sauce is my absolute favorite. You get darn right tired of eating the same ole things. So we tried to incorporate new veggies I don't like - carrots, eggplant and zucchini. Still not that interested and I'm a pretty good cook - making most veggies taste wonderful.

I'm tired of watching the skinny girls on TV looking ultra fabulous in those little bikinis. I'm quite slender, but I can see how it's easy to spiral down quickly. Perhaps losing the 5 pounds in two weeks isn't so important. I should stop shoving food down my throat at every opportunity, but I love food so much.

I need new recipes. HELP! I'm hungry and just a little cranky. Metabolism seems to be picking up though and that's the ah ha. Pounds lost - a big fat zero. I'm hoping for a better outcome in a week. I'll let you know how it goes.

I'll take other tips too that allow me to eat spaghetti and run less than three miles three times a week.

Understandig your worth! Men and Women

2009-10-13T12:12:00.002-04:00

My BFF and I chatted today about the worth and value of women and men. Do you understand that value you bring to any relationship - professional, personal (friends, family and romantic)? I call it your personal value proposition. I think everyone has and should be able to articulate it to the people with whom (s)he has a relationship.

A couple of examples got me to thinking about my worth and value proposition.

1. A gentleman recently "hit on me at a restaurant." I guess that's flattering. I wasn't interested, but asked him what his value proposition was. He was offended. Why I wondered. Surely a 38 year old man could articulate it beyond his career. I really wanted to know why I should entertain his request. How would he contribute to my life? How could I contribute his life? I told that if he had asked me what my value proposition is, I could articulate it. Point is: I am worth so much more than my education, the value of my job (though really nice), my friends (though really super fabulous and successful), the designer threads that grace my body or even the brand of car I drive.

Let's get deeper folks. Just because you have a job and no children does not make you a viable candidate to be my friend or my beau. I'm worth so much more, but more importantly, so are you.

2. My friend recently realized the value and worth of his girlfriend after she broke up with him. We all have 20/20 vision in hindsight. Yes, indeed. I heard all about how wonderful and amazing he thought she was after the fact. I kindly explained to him to tell her and not me. Again, he had been so self-centered that he forgot what a prize person she was and he himself. The story ends beautifully, but again, I wondered...Does he really understand his value and his worth.

This is where I ask you to weign in and share your thoughts on the subject. Inquiring minds want to know.

I wonder what this is worth... Seems like very little until you're hot as heck and tired from climbing a mountain. Suddenly, its value changes!

Located on the mountain side of a Chilean Winery.

Living your highest and best life today: Drop those bags!

2009-10-02T16:40:00.002-04:00

I'm living my best life today - well that's the plan...

I am reminded of Eryka Badu's song, "Bag Lady" today and was pondering all the weight we carry around that prevent us from seeing, receiving, giving, loving, feeling, hearing, being free and ultimately living our highest, best lives today. This week was pretty significant for me. I celebrated Yom Kippur (translated the Day of Atonement), the Jewish highest holy day. It was a time of personal, introspective reflection.

I realized I was carrying a few bags too many myself and released them. The bags came in many forms – people (friends, associates and otherwise), worry about things I could and could not change and even some tangible things. But where will they go? Who will pick them up? I first started to wonder and then I was reminded of a popular Scripture from the Bible. I have some blessed Bible thumping friends who love to quote this, "...cast your cares on Him for He cares for you..." Well it did not really matter who picked them up - Jesus Buddha, Allah, the rich man, the poor man, the faceless man. Just someone else take them please.

I felt a point of vulnerability... The truth is I thought I was responsible for the bags, but I really wasn't 100% equipped to carry them. No thank you! And it happened at once. I just DROPPED THE BAGS. One second I was carrying them and the next I wasn't. Quite an exhilarating feeling... I instantly felt like a weight had been lifted off my shoulders and from my mind. The truth is I probably should not have been carrying the bag in the first place.

This release has enabled me, at least for this day to live my highest and my best. What are you doing to live your highest and your best? Remember, no one is promised tomorrow so you may live today like it's your last.

I'm eager to get more tips...

Photographs I shot in Costa Rica that inspired me today:

Costa Rican floppy-eared cows. Serenity!

The bird chills...Not a worry in the world. Just trying to get a worm for the day. This is clearly his highest and best for the day.

Shooting what inspires me...

2009-10-01T12:44:00.000-04:00

Images from a beach in Jamaica I shot and wanted to share...

Abandoned Beer Stand...

Future of Marketing Series: Part 2 Mandates for Marketing Organizations

2009-10-01T09:43:00.001-04:00

o what should marketers be doing these days to stay ahead of the dynamic space.

Mandates for marketing organizations in a digital-enabled world

Industrialize tools and media to enable JIT marketing and decrease operational costs. Offer consumers whatever content they desire at the time they want it and in the medium in which they want to consume it.
Evolve from joining and creating communities within social networking to targeting the influencers of such communities as they grow their networks.
Understand new technological capabilities within the digital space and anticipate end user behavior and adaptation such as apps, mobile apps, widgets, augmented reality.
Prepare for enhanced personalization and content specialization. Consumers have become self-centered and want marketers to not only speak to them directly, but also dispay the preferences of people in their respective networks.

Evolve direct/email marketing to leverage social functionality and recommendations from those in the community.
Converge content across mediums from television to audio to web to phone.

Keep metrics and data collection fluid and dynamic so that they provide insight and direction for subsequent marketing activities. Metrics in some instances will become more important than others e.g. pull opt ins and widget downloads should be monitored more frequently.

Future of Marketing Series: Part 1

2009-09-30T14:36:00.001-04:00

Why marketing will never be the same again...JIT Marketing- there's a concept.

Comsumers are now in charge and they now understand the significance of their voices and buying power. This shift in consumer power:

Has become prevalent with among other things, the evolution of the Internet, Web 2.0, social networking and collaboration and sharing functionality that gives them a voice and credibility that is louder than the marketer.
Extends beyond purchasing which impacts bottom lines, but also to dictatorship in content consumption despite the medium which impacts every aspect of the marketing supply chain and lifecycle.
Means consumer loyalty has to be earned and not just one person at a time, but one community at a time.

Advances in technology which now facilitates almost every marketing medium has become so dynamic, rapid and widespread that marketers must be adaptable, proactive and reactive.

JIT (Just in Time) Marketing .The speed of change and delivery also means marketers must:

Anticipate comsumer behavior and trends and if they are not ahead of the pack.
Have capabilities in place that enable them to react itelligently with saavy and appeal.
Extends to consumer behavior yielding swift changes in consumer behavior and trends in products, content consumption and even virtual hotspots. Today it’s Twitter, but tomorrow could be something totally different.

Show me; don’t tell me and I’ll decide. It could be the classic case of the dog and pony show, but this time comsumers demand it. Brands must:

Demonstrate their value propositions in ways that are cutting edge and in line with current trends.
Serve content to consumers in the manner in which they want to consume it whether it is television, mobile, Internet, etc video, interactive credential, circular podcasts or a whitepaper.

Gone are the days when brands and organizations can tell people what to do, buy, think, watch and sell giving new meeting to marketing science. Comsumers have joined forces and created communities in which they seek approval, affirmation, reccomendations, advice, etc.

Content consumption has changed – television is still a powerful medium, but the Internet is just as powerful. Sometimes comsumers want to consume content like fast food on their mobile devicwa – hot, quick on the run and sometimes, they want fine dining where they can enjoy, engage and explore in front of the laptop, PC or ITV.

Consumers will increasingly help drive product development and indirectly influence how ad dollars are spent.

30 Something and Counting. Learning Something New Daily.

2009-09-02T16:57:00.000-04:00

I've decided to document my obsessions and thoughts about being an educated, professional, black, single female. I hope you enjoy the Chronicles - not sure what you will get these days. I tend to go from feeling extremely focused to simply crazy and erratic.

Today, I woke up feeling inspired about all the possibilities of life...I have a a myriad of work deadlines I will tackle today and check off the list. Gold star for me. But beyond how I fund my fabulous life and it is quite fabulous not to gloat, I've decided that I should learn something new each day and that truly is the goal. I need to learn something that is valuable and fruitful each day. I've decided to brush up on my language skills and even tackle a new one - Spanish. Anyone interested sending me tips on how to expand my conversational Spanish vocabulary?

What Men Want - Solve the Riddle!

2009-09-02T16:42:00.000-04:00

I'm perplexed on so many levels after a friend recently told me I need to dumb it down to get a date. Really? Dumb it down he says...This got me to thinking and as I started a very informal poll of other male colleagues, friends, associates and even some strangers, I realized he might be on to something. The results are resounding - some men really want women to not necessarily dumb it down, but pretend they know less than they do, are super helpless and or we are clueless, but of cute no less.

I don't think men want us to dumb it down or do they? Do tell...What on earth do you want?

Like my other wonderful freinds - married and single - I've spent countless hours (if you think about the number of hours we spend talking about amongst ourselves, watching Oprah, reading books, talking to our male friends, brothers, colleagues, etc.) trying to figure out what men want. We hear they are simple beings, but are they really? Sometimes yes and other times no. If they are so simple, we should just do what Steve Harvey recommended on a recent episode of Oprah - love him, support him and engage him physically. Yes, we can do all those things without speaking or thinking and it seems easy enough. At least sometimes. But clearly, it's not enough. Sorry, Steve Harvey is not really an authority on the subject anyway, but that's for another post.

Should we take it back to the 50's when the divorce rate was much lower and families stayed together? That was a fun time. Women were always dolled up - gotta love a hot mom in makeup serving up a lovely caserole from fresh organic veggies and the best meat in town. I guess this no longer works since we (us girls) at least some of us, want equal rights/equal pay. I've been considering giving up this fight too. I can be cute everyday and just have dinner ready except that I want to be paid for it. LOL.

Before I ramble about all my opinions on the topic. Will the men, if and only if the know, please help me solve the riddle.

Michael Vick - Vick-tim, PETA & Public Example of Just Another Black Man in Jail

2007-12-12T16:37:00.000-05:00

I was astonished, well not really, by the amount of coverage on Michael Vick's federal sentencing of 23 months in jail for his involvement in dogfighting. I respect and honor good and speedy journalism, but I started wondering about the real implications of Michael Vick's incarceration. I present my collection of thoughts on the topic. Yes, I have an opinion just like the rest of you.:-).

What are the implications for the sports community, the NFL, the Falcons and Atlanta? Undoubtedly, the NFL may no longer make as much money since it has lost quite a valuable asset. That's what the business person in me says. The Falcons have certainly felt the impact of this gentleman's absence. Fewer games won, empty seats in the dome and ticked off fans and players. But it has to be more than that...Do people really care about the dogs? Do they really care about Michael Vick? Do they really care that he lied? Or, do they only care about the financial implications?

What about the impact of this behavior on the community. Is Michael Vick really a role model to little Jack and Jill? Maybe just to those little boys who want to play football and be the world's greatest quarterback. Or, would little Jack just be encouraged to be like Favre (my all time favorite to be honest) anyway? He's an all American guy. Michael Vick is just a quarterback with quick feet and mad handles. And wait, he's also a strategic thinker. That's what they usually call quarterbacks. Unfortunately, as much as the athletes and celebrities say they are not role models, they are. To much is given, much is required. Maybe parents should be the ultimate role models, but America has taught us well, to idolize athletes, models, actors, actresses, CEO's and the likes. Tough responsibility, but not unattainable.

And whatever happen to the notion of not squealing? Have we become so selfish as human beings that we have to rat out others when we get caught. Man up! Woman up! If you do the crime; suffer the consequences. Why implicate other people for lighter sentences? Ah wait a minute...our legal system encourages that...if you tell, we'll let you off sooner. No folks. I mean no, Black men. At the end of the day, you to are just another black man in jail and your value was diminished the moment someone thought, "If only we can take down the big man on campus." Now, they have you all +1 in jail. Another one bites the dust. T.I. better take note; looks like he's next. Brilliant strategy! Can you call this black-on-black crime? Take a moment and ponder that as you listen to the lyrics in JayZ's latest album. Yes, he gives a few insights about squealers. Let him learn you.

Wow and now PETA has a platform. It never hurts to have free advertising and now there is a great name (celebrity recognition, Michael Vick) to boost the organization's name recognition and plight. The world's most highly paid athlete got caught doing the unthinkable. As I dog lover, I am repulsed by this behavior, but really folks, did this warrant nearly two years in jail. Did the PETA class make Vick more sensitive to animals? I don't think so. And to be honest, neither does going to jail. However, it will make Vick think about the company he keeps or even better, what he could have done to keep it a secret.

I hope this is not just another case in - He's just another Black man, throw him jail. Even if he told the truth, which he should have, the same penalties would have resulted if you look at history. Perhaps some folks are just a little upset that he lied to them. How dare you lie and exhibit defiance? Are you crazy? For that alone, you will go to jail. Michael? Didn't you know the consequences?

They made an example of Vick just like they did with Martha Stewart who did the unthikable. NOT! I bet Michael Vick will think twice about the next set of folks he calls friends. There seems to be no honor among gamblers and dogfighting participants.