They got a large number of small things right end-to-end, from the best seats on the plane, transfers to hotel and airport, choice of hotel based on what we like, places to eat, trips to take. Everything just worked, no glitches, no mistakes. This cannot have been a one off, I got lucky experience. It was too slick, passionate and well practised and executed to be a mistake.
Thank you for humanising my travel experience. Many large organisations could learn a lot from you. You don't have a new customer, you have a new relationship and a new friendship. I'll be raving about you to all my friends.
Leon is a social media practitioner and has managed a number of successful social software implementations with Virgin Media, British Airways, Microsoft & BT. He is the author of Winning by Sharing, a ground breaking book about the impact of social media on the future of work (published in 2005). He is the co-founder of Sei Mani, which helps large organisations become social and network centric.
Previously spent 20 years designing and delivering complex IT transformation programmes, managing enterprise change and agile software development in financial services, telecommunications, retail and travel, for blue chip companies, counting Union Bank of Switzerland, Dresdner Kleinwort Benson, Barclays Capital, Andersen Consulting, Airtours, Opodo, BT, Tesco, Argos, Carphone Warehouse and Aviva.
- Sei ManiCo-founder, 2011 - present
- Virgin Media PlcEnterprise Social Media Programme Manager, 2011 - 2014