The psychology of open letters, from a customer's and a brand's perspective

The psychology of open letters, from a customer’s and a brand’s perspective

There has been a spate of open letters recently. There was the much-shared open letter addressed to “Mr ALEXANDRE DE JUNIAC, Chairman & Chief Executive Officer, Air France-KLM”, by Jay Shah. It has 1,000+ comments and Jay has been responding to many. Air France has repsonded to the missive too, though Jay gets back to them in the same tone… Read more →

So, what should Air France do now?

So, what should Air France do now?

But first, if you are clueless, your question would be, ‘But what did Air France do?’ Answer… here, in Jay Shah’s beautifully written blog post. The better such missives are written – with wit, sarcasm and thought, the more the chances of such things going viral, I’d assume. Air France has written to him and he has responded to the… Read more →

When Jet Airways became my soup nazi!

When Jet Airways became my soup nazi!

Update (October 29, 2013): I got a call from Jet Airways this morning. Standard call letting me know that they will definitely look into it, but what made a BIG difference is that the lady start with, ‘I completely understand what you went through because I was on an lunch-hour Jet flight too earlier this week and went through the… Read more →

What does digital PR actually entail?

I hear a LOT of noise from every single PR agency about how they need to adopt digital PR strategies. This is usually assumed to be getting all in the PR agency to tweet, find and pitch to media folks via Facebook, Twitter, Whatsapp and what not! While they are tactically right in a way, they may not be the… Read more →

Using paid promotion online to spread negativity - customers vs. brands and people vs. people

Using paid promotion online to spread negativity – customers vs. brands and people vs. people

[Note: I have updated this post with a. Sanjay's perspective since his Facebook update inspired this post and b. Beyond a customer using paid social media tools to promote either his/her grievance or negative opinion, an example of an individual using social media paid tools to spread his opinion about another individual - in this case, Lalit Modi using Promoted... Read more →