Archive for CRM

How to Follow-up With Your Customers Without Being Annoying…

Short post today, but I wanted to share something that came through my inbox from Zazzle, the custom-order t-shirt/souvenir (or anything really) online company that I recently purchased a few items from. As social media has proven, there is a certain art to engaging with our customer, which requires the perfect delicate balance of persistance, […]

Presentation from ICCA 2011: Social Media and the Airline Industry

Below is the full version of my presentation at ICCA 2011 in Leipzig, Germany on social media and the airline industry. My presentation, “Two Paradigm Shifts in Travel and Three Ways to Drive Results,” looked into how social media is changing the travel industry and what airlines and airports can do to leverage social tools […]

IATA World Passenger Symposium 2011: Singapore

I will be participating in a panel discussion entitled “Let the Customer Find You: Delivering the Right Distribution Mix” at the IATA World Passenger Symposium in Singapore this week. IATA has been a vital player in “simplifying the business” of airlines, and hopefully this panel will provide insights into the evolution of distribution and, my […]

New Whitepaper Out Today! (Hint: Download it Here!)

How many times have you read  a whitepaper that introduced new vocabulary to the English language? Specific to the aviation industry? My latest one (done in conjunction with SimpliFlying) does exactly that, introducing a concept called “Airrogance“, which is essentially arrogance applied to the airline industry when airlines fail to engage their customers in a two-way […]

Airline Marketing Job #1: Ban the Phrase “There Is Nothing I Can Do”

It’s no secret that I believe an airline’s first and foremost “marketing” task, before a single dollar goes into fancy logos and brochures, is to take every step possible to deliver a consistent experience to each and every customer. While the nature of the business means that this is not always possible operationally (airlines often […]

What Constitutes “Success” in Social Media?

Live from Travel Distribution Summit Europe 2011 in London, this is an interesting debate we’ve been having.  Any thoughts?


As you can tell, I started dabbling in aviation blogging a couple of years ago, sharing some views I had formed from my experience working in the airline industry under the moniker “5yen.” After a nearly two-year hiatus, I’m pleased to announce the launch of this rebranded blog, AIRticulate. In this space, I will focus […]

Customer Engagement Strategy for the Airline Industry