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Airline sites crash more than average (Which is worst?)

I can't remember the last time I talked to a human being at an airline.

To get anywhere, you go online, you get some instantly concocted price that may be entirely different from that offered on other sites. Then you check whether the flight you'd like to choose might necessitate you getting on to one of the slightly creepy MD-83s with the engine at the back and only two seats on one side.

You might think that the airlines' own Web sites would be amongst the most reliable in the commercial world. They have to be, right?

Well, … Read more

Marketing with meaning: How KLM activates dormant social networks

I wrote earlier that "marketing with meaning" has the ability to "activate" customers. An effective way to activate customers is by activating the dormant social networks they inhabit (often without even knowing it). While social networking has visualized the so-called six degrees of separation, all business transactions have a social component and can be seen as expressions of the underlying social micro-universes, the "worlds within worlds," in which--shifting time and place--individuals travel and interact. As marketers face the daunting challenge of connecting with fragmented audiences that are increasingly split into billions of social atoms … Read more