Beyond Branding

Home page
The book
The authors
Contact us
Beyond Branding is written by members of The Medinge Group

The Beyond Branding blog

January 16, 2004

Virgin Hell? - Top 10 Mistakes of Losing Leadership Halo 

I don't know what all of these are - tell me

I actually do this as one last wake-up call because as a heavy air flight traveller Virgin has probably done more to improve the ordinary passenger's lot than all the airline companies of the world (excluding SW airlines which I hear great things of but it doesnt serve routes near me). I'd hate to see Virgin take even one more step over the precipice of distrust that comes from losing the brand leadership halo.

Format of 10-list is well known to late night americans and Lettermans -perhaps some will send an entry- doesnt have to be virgin

1 Having a pilot arrested drunk on tarmac of Dulles airport...

2 Reportedly letting a recent passenger fly from Dulles to London with 5 bullets in his coat pocket (1)

8 Having staff so used to praise that they fall apart when several people queue up with a legitimate complaint, which is now happening more and more often because all the little niceties that used to be inbuilt when Branson was acting as chief mystery customer seem to be evaporating now he feels as if he is retiring to more of a back seat driver

9 Posting my frequent flyer card in a parcel full of junk mail so that it never arrived (I'm usually not at home when the post comes,and I dont bother to collect parcels of un-notified post from postal courier depots open at off times). It took me months of elasped time & hours of correspondence to find out why I hadnt got my renewal card - apparently customer time doesnt matter in sorting out detailed and genuine complaints

10 Making it incredibly arduous to get more than 8cl (small glass of wine) within 30 minutes of inflight meal on transtlantic flights.

Comments: Post a Comment
Links to this post

Links to this post:

Create a Link


Authors’ and associates’ individual blogs

  • Johnnie Moore’s Weblog
  • Steal This Brand
  • Jack Yan: The Persuader Blog
  • Right Side up
  • Chris Lawer
  • Ton Zijlstra
  • Headshift
  • Partum Intelligendo
  • Goiaba Brazilian Music
  • Detective Marketing
  • Chris Macrae

  • + Add Beyond Branding to your Blogroll

    Add feeds

    Aggregated blogs


    Old Beyond Branding blog entries

    Add feed to Bloglines
    Add feed to Newsgator
    Add feed to My Yahoo!

    RSS feed from 2RSS

    This page is powered by Blogger. Isn't yours?

    Get this blog via email

    Enter your email

    Powered by FeedBlitz


    Previous posts

  • Existence precedes essence: Lessons for Future Cus...
  • The Corporation
  • Beyond irony
  • Brands as Cultures
  • Network age Failure of Management to become Transp...
  • Co-creating value
  • Communicating Any Organisation's Big Story
  • Who's Reporting from 2004, Year of Transparency
  • At the stadium today, I witnessed a world record
  • Facial Action Coding System and the new marketing ...
  • Beyond Branding bloggers

    Chris Lawer UK
    Chris Macrae UK/US
    Jack Yan New Zealand
    John Caswell UK
    Johnnie Moore UK
    Malcolm Allan UK
    Nicholas Ind Norway
    Simon Anholt UK
    Stanley Moss USA
    Thomas Gad Sweden
    Tim Kitchin UK


    Webfeed (RSS/ATOM/RDF) registered at

    Listed on BlogShares
    Top of the British Blogs
    Blog Flux Directory

    Business Blog Top Sites

    Feed Digest