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Helen Edwards: Why borderline decisions can make or break a brand

By Helen Edwards, PPA Business columnist of the year, 23 May 12, 08:30

, relationships, service, infrastructure, cost there is nothing to choose between them. The team has reached ...

John Lewis partners Kuoni for first 'shop within a shop'

By Matthew Chapman, 18 May 12, 01:17

said the full-service Kuoni partnership will represent its first "shop within a shop". The Kuoni ... in the customer service area, adjacent to John Lewis' Gift List departments. Technology, including iPads ... strong customer base in our travel insurance services, so opening travel concessions in our shops feels ...

Media360: BA's 'pimped-up' brand campaign followed 'turbulent decade', admits brand chief

By Maisie McCabe, 17 May 12, 12:53

the airline when he joined a year and a half ago, to once again become a "service organisation". Van der ... industry, Van der Post was able to use his customer service experience to help BA transform from a company that flew "tubes from place A to place B", into a "service organisation". He said: "We started ...

Industry view: Is easyJet's marketing makeover working?

By Loulla-Mae Eleftheriou-Smith and Daniel Farey-Jones, 12 May 12, 09:00

. But now we communicate destination and service.' The second was that consumers now see 'that ... upgraded itself. By offering consumers value-added choices that help you to enhance an already good service ... it harder for brands to convince consumers to use full-service airlines when people are perfectly happy ...

Around 500 jobs at risk at bmibaby

By John Reynolds, 04 May 12, 01:28

Peter Simpson, BMI interim managing director, said: "Bmibaby has delivered high levels of operational performance and customer services, but has continued to struggle financially, losing more than 100m in the last four years. "In the consultation process, we will need to be realistic about our ...