Who Killed Rico? Air New Zealand’s Clever Move to Phase Out the Loveable Lunatic…

Who killed Rico? That’s the million-dollar, or free round-trip, question. Air New Zealand’s fuzzy little mascot that crept his way into our hearts over the past year, and took a starring role in several of my presentations, was recently “murdered” at a party in his posh new Hollywood home. In a move partially designed to […]

Customer Engagement Strategy for the Airline Industry