Jaffe Juice

I've blogged about Delta Skelter here and here. I asked you if thought I should give this up or solider on, given Delta's pretty innocuous response and compensation offer. Your feeling was that I should continue, to which I'm still a little ambivalent.

I did feel that I needed to podcast about this as Jaffe Juice listeners are not necessarily the same as my blog readers AND I set this up in #109, recorded when I was in Sao Paulo.

I also asked you if you thought I should create a video and again your response was to the affirmative, so here it is:

Feedback so far has been that the writing is a little lost against the background and also a little too fleeting, thereby making it hard to read. I definitely agree.

I also wanted to share the "copy" (see the extended post) and open it up to you if you'd like to record a version of Delta Skelter. Images will be posted to the Facebook group.

Oh and one more thing, as of the last communication from Delta (2 week's ago on June 9th), I have not as yet received any e-mail confirmation or snail-mail correspondence and/or confirmation about their offer. Guess it's off the table then....

As a reminder: American Airlines is a crayon client, but I am writing about this experience in my personal capacity as a human, individual and most importantly, a customer – a Delta customer.

I have about a bazillion tabs open on my Firefox browser and I need to upgrade it as well, so here goes the linkety-link purge:

• What's the purpose in complaining (in reference to Delta Skelter)? It's a great question and one in which both consumers and corporations need to figure out and answer
• Very thought provoking post by Geoff Livingston on the social media pendulum swinging. Ultimately this is about an industry growing up/maturing (although it can be argued that it is still very much in its infancy) and leaving behind both amateur hour and the indulged/affected
• As this post asks, was the Rampenfest lack of brand disclosure harmful to the BMW brand or not? Have we become way too obsessed with anal disclosure as an excuse for common sense/intelligence? Or in fact, was this a faux pas that the brand almost got away with....that is, until the Wall Street Journal got a hold of it. PS The fact we're talking about it now is proof positive that people are talking. Via: WOMMA
• A similar case with a video of a very talented Hula hoop wii user

• The Twitter Hall of Shame. Seems like a keeper to me.
• R.I.P. Tim Russert and this amazing "coincidence" of a rainbow which was captured as "Somewhere over the rainbow" played at his memorial service
• The microfame game from New York magazine
• Chris Brogan - 5 tools I use for listening. Are you listening?
• A lot of "conversation" going on about what defines conversation. Amanda Gravel doesn't think her blog is a conversation. Some people are kerfuffling about whether comments are considered conversation or not. Some of the chatter is fishbowlesque, but some of it is not.
• Watch this trend: Customer service is new media department. Here's some fodder.
• Does TBS stand for Total Bull Shit? Desperation reaches new lows with this confused attempt to beat consumers at their own game. Flawed strategy genii.

• A Life after the 30-second spot nugget. Pepsi and a Super Bowl hit with respect to it's lesser known, Amp brand. Interesting implications for LESSER known brands versus the mature incumbents.
  
• Even though this was addressed to "Josephy", it arrived just in time to be included in this post. It's Current TV's Man vs Banner Ads video

This episode brought to you by USPS/Deliver Magazine and Cocoa Pebbles. Audio comments to +1 206 203-3255. Join the Jaffe Juice Facebook group. In this episode, Delta Skelter, JC Hutchins, Weezer, Contextualization and more.

Direct download here

iTunes subscription here

3m45 - Tom Cagley on Contextualization and Conversation Starter #11

9m15 - My conversation with the legendary J.C. Hutchins, author of the 7th son trilogy, in Miami

16m40 - My conversation with Yahoo!'s Jason Anello at the same geek dinner in Miami

22m30 - My experience with Virgin America and how we can be inspired by this blue ocean approach in all of our day to day marketing efforts

28m30 - Delta Skelter

54m50 - Winners & Losers: Loser is d'uh-elta and Winner is Weezer for figuring out how to use "viral" in a highly strategic way with Pork & Beans

Key links:

• My ANA "Join the Conversation" clip featured on Ad Age
• J.C. Hutchins' 7th Son website
• My original and updated Delta Skelter post
• Delta Skelter Facebook Group
• Weezer's Pork & Beans video
• Extension and Dissection of Pork & Beans
• New York magazine Microfame article

Via Mediapost, a just released Universal McCann study concludes:

Text messaging, blogging and social networking have reached critical mass, with more than half of adults now relying on at least one of these so-called Web 2.0 platforms for communicating with friends, family, or colleagues on a regular basis

I'm a little confused by the lumping of text messaging (mobile or Twitter?), blogging and social networking into a Web 2.0 bucket. I'd certainly like to get these broken out into separate categories.

Then there's this:

...among digital media's bleeding edge - adults 18-34 - social media now is the dominant form of personal communication media, with 85% of this influential demographic group relying on one or more Web 2.0 platforms to stay in touch with others.

That's a pretty staggering statistic, but again I'd want to be clear what the frame of reference is: are we comparing social media to the telephone (mobile and/or landline), e-mail and the like, or is this a social media versus mainstream media inference?

Finally, some very revealing statistics about blogs/blogging:

One out of 10 U.S. adults now publish blogs, up from just 5% a year ago. Among 18- to 34-year-olds, the rate is twice that, with one out of five publishing blogs, up from 10% a year ago.

And who's reading all this blog materials? Well, according to UM, everyone. The percentage of Americans of all demographic groups who say they now read a blog everyday soared between 2007 and 2008...

I gotta gets me a copy of this White Paper to properly quantify the latter point.

I recently spoke at ANA's Integrated Marketing conference in New York City. Ad Age was there to cover the conference and was nice enough to put this edit together. Enjoy!

I must admit that I'm torn. Part of me wants to continue on this dogged crusade and part of me wants to just move on and accept that whilst I was able to get Delta's attention (monitoring the conversation), they just aren't set up or structured to turn lemons into lemonade (responding to the conversation).

Here's the blow-by-blow details:

• Within 24 hours of my first posting of Delta Skelter, I was contacted via cellphone by Tina, who works for Delta's head of customer service, Lee Mackensack.
• That was the good news. The bad news is that I was unable to get hold of Tina until Monday i.e. a full 3+ days went by before we connected
• I asked Tina if I could record the call. She agreed under condition that it didn't find it's way to my blog. I'm honoring the promise but will ask her if I can (with her approval) get something up in due course
• We spoke for 30 mins and she ultimately offered something to me, but again asked that I don't divulge the offer.
• I told her that I had no malicious intent in terms of harming the company or brand, but was speaking up on the basis of principle and the hope that given the opportunity to make this situation right, Delta would rise to the occasion.

Unfortunately, the offer was nowhere near what I asked for OR what I believe is reasonable/commensurate given the context and unique circumstances of the situation.

I did tell Tina that I would think about the offer and would not bias her or demand that she offers what I asked for as a bargaining chip per se. I thanked her for the offer but reminded her that I would decide what my next steps would be.

What I can tell you is that I did not get any of the following:

• one or two round trip first/business class tickets to anywhere in the world
• one or two round trip COACH tickets to anywhere in the world
• one or two round trip COACH tickets to anywhere in the continental US

To be honest, I was kind of shocked that, given this opportunity to rectify a bad situation, Delta was either just "unaware" i.e. unable to grasp the situation (potential, opportunity) or "hamstrung" i.e. not empowered to act accordingly.

Bottom line is that I believe Delta had an opportunity gifted to them on a silver platter and I'm sorry to say, they blew it. Some people have questioned whether my ask was a little over the top i.e. greedy. I'm not sure it was. I do think it was always meant to be a benchmark. For example, how hard is it to get an executive to sign a letter or approve an e-mail to be sent? This wasn't about my ego....this was what I believe any reasonable company committed to customer service would do in a similar situation.

Now I have to decide what to do and to be honest, I'm conflicted. Do I it go and move on or continue to fight? To help me with my decision, I'm turning it over to you. What do you think I should do? Let me know here in the comment thread or on the Delta Skleter Facebook Group.

Please let me know and I will defer to the wise crowd.

At this stage I will say that I am certainly leaning against giving Delta my future business. Will I fly them again? Of course, but not by choice. Will I continue to use my American Express Skymiles card? Probably not.

As a reminder: American Airlines is a crayon client, but I am writing this post and about this experience as a human, individual and most importantly, a customer – a Delta customer.

I’m writing this post from a cramped 16E on Delta’s 10 hour Flight 21 from JFK to Sao Paulo. The tray table is so small it doesn’t even support my laptop, so my literally using my PC as its name suggests: on top of my lap.

I guess I’ll write for as long as I can until the battery runs out (because there is no seat charger in these seats either)

To my left and right are scenes from a horror movie – people curled in embryonic positions; people sleeping on the floor; others doing things with their bodies I didn’t think were even possible.

I want to just state here and now before moving on to the real essence of this post that I think coach class is borderline unacceptable. Airlines need to seriously think about taking out rows of seats and give their customers something that doesn’t threaten to break human rights violations. I completely understand the trade offs that might come with a vacation (especially during these trying times) – price is a major consideration and I guess, with discounted prices comes an inevitable trade-off.

Business travel is different. And it is what happened to me on Delta that has prompted me to take a stand and dig in my heels to let this airline know that I WILL NOT GO AWAY QUIETLY. Not this time.

To spare you some of the pain I’ve gone through, I’m going to give you a bulleted list of my day/night (as it continues to unfold) I’ll then fill in the blanks:

May 25, 2008

• Picked up in Westport at 12.30pm
• Arrive at Newark and head to the Crown Room
• Get to the gate around 2.30pm for my scheduled 3.20pm flight to Atlanta. Flight is supposed to get in around 5pm, which gives me a 2 ½ hour window before my scheduled 7.40pm flight to Sao Paulo (GRU)
• Boarding is delayed by 30 mins
• Eventually around 3.15pm, we are on the flight, but instead of closing the door we are all told to disembark
• 20 mins later we are told that the flight is cancelled and the next flight to Atlanta is now only at 6pm
• I speak with an agent who tells me there is a Delta flight from JFK to GRU leaving at 10.20pm that evening.
• She rebooks me on Business class (with the words “seat request” on it) and gives me a travel voucher. She tells me I’m confirmed.
• I take a cab (without air conditioning) to JFK, check in (again); go through security (again) and head to the Crown Room (again)
• I ask the Crown Room agent if he can confirm my seat. He says he cannot and I need to do it at the gate
• Around 9.30pm I head to the gate, where I encounter what can only be described as a scene from a horror movie (and that’s me being kind)
• There are swarms of people around 3-4 gate agents who are a combination of flustered, indifferent and/or downright rude. I am totally ignored until the moment of truth: I’m told there is no business class seat for me and I need to fly coach
• The one agent shoves a piece of paper with a telephone number instructing me that I can complain by calling the number. Meanwhile I’m in a cramped seat, without food (I have not eaten the entire day), without power, etc.
• On the flight I have a civilized conversation with “Larry”, the pilot, who with his genuine approach really feels my pain. He tells me “whatever I need, food, drink, entertainment, bedding, just ask”. I do just that but am told several times, “there’s not enough food” or “we don’t have spare duvets for you.” Eventually I get a duvet and pillow.
• As a benchmark, a month or two ago, I was on a United flight and I ordered a special meal which was mixed up. I had 3 flight attendants apologize, together with the pilot coming to see me. He included a personal message and handed me his business card.
• On this Delta flight, I was told to call a toll-free number to request a refund. Interestingly enough, all coach passengers who agreed to step off the flight were given an extra 24 hours in New York, accommodation, transportation and a guaranteed Business Class seat on the May 26 flight. Myself and Samuel (at least one other downgraded paying Business class passenger were given bupkas)
• I did call the number and was offered 5,000 skymiles. As of yet, I’m not sure if the difference between business and coach was refunded.

And so here I am, about an hour from touching down in Sao Paulo. My first experience in South America is not exactly getting off to the best possible start. It doesn’t help that I have to go into several meetings either.

I didn’t want to be the “Jeff Jarvis”, the “Doubletree Hotel” duo i.e. coming good on the “I have an influential blog” veiled threat, but here’s the thing:

1. I am a Platinum Skymiles customer. Platinum is Delta’s highest frequent traveler tier
2. I booked (paid for) a Business class seat (in the region of $5,000 USD)
3. have an American Express Delta Skymiles affinity credit card
4. I am a customer.

You would think that any one of these criteria would give Delta cause to treat me special, look after me and help solve my problem. Delta barely met the minimum; in fact they failed miserably treating me as a customer, let alone of their most frequent (and loyal?) ones.

Ironically, when I returned to New York the next day, the entire flight crew was on the flight. I was greeted with a combination of sheepish and genuine grins and given good service. I had a long conversation with Captain Larry (Lieutenant Dan!); he invited me into the cockpit to meet his flight crew and I even gave him a copy of my book.

The night before, I said to Larry that there was no way with a good conscience that I can ever fly Delta again. This wasn’t a threat; it was a promise. Some 2 days later, I found myself rethinking my angry (and arguably impetuous) tirade. After all, Captain Larry showed the human side to brands that ordinarily are never revealed.

After much thought (and I shared this with Larry), I have decided to go ahead with my post and my intentions to get Delta’s attention and have them properly address what they put me through.

Here was my original intention:

• Cut up my Delta Platinum Medallion card 
• Cut up my American Express Delta Skymiles Credit Card
• Switch all my transactions to my American Express AAdvantage Credit Card
• Keep a tally in $$$ of all non-Delta flights I take from hereon end
• Keep a tally in $$$ of all credit card transactions I make from hereon end
• Share this “progress” with Delta as a means of reflecting how one bad experience can have pretty substantial repercussions
• Tell 1,000,000 people about this effort (I’ve already shared it with 5,000+)
• Ask my community to do the same i.e. spread the word, share $$$ value of business taken away from Delta and add it to the tally

For now, I’m going to hold off on the permanent divorce and ask for a separation (and counseling) In fact I’m going to tell Delta EXACTLY what they need to do to rectify this for me:

• I want a written letter of apology from the Chief Marketing or Chief Executive Officer of Delta
• I want 2 First Class tickets to anywhere in the world that Delta flies (such as South Africa)

My “price” is based on the “upgrade” they gave their overbooked coach customers and the fact that miles are worthless to me, as is a refund of the difference between fares. Neither option gives me back what I lost in comfort, convenience, productivity and wear and tear on my body.

As one of the flight attendants informed me (inside information they said…), Business Class was OVERBOOKED by 3 people already by 3pm the day before i.e. 36 hours before the flight was due to leave. None of this was communicated to me. If it had been, at least we could have discussed being booked on another airline in business class. Talk about managing expectations.

So there you have it, my 36 hour ordeal (door to door) eventually ended, as has essentially my relationship with Delta. I hope this post sends out a message to Delta and ALL SERVICE PROVIDERS to stop and take notice. Every single time you disappoint or destroy the customer experience, you are literally flushing tens of thousands of dollars down the toilet. If you don’t pay attention and change your practices you will surely fail.

If you have been treated badly by Delta (or any service oriented company for that matter), sign the bottom of this post in the comment section as a petition of sorts. Or better yet, leave your vote on the Delta Skelter Facebook Group. Let’s demonstrate that we can amass 1,000,000 unified voices of dissent - and in doing so, demonstrate our collective power in the form of action (ultimately taking our business elsewhere)

For what it's worth - and compared to Dell Hell - this is a softball. In this day and age, I have to think that it will be less than 24 hours that this post finds its way to a muckety-muck in Delta's marketing and/or customer service department. It's an experiment in response and responsiveness of sorts. Let's see how long - or short - it takes to be properly dealt with and resolved (according to MY terms) by an airline that has committed its entire being to CHANGE.

I want to state categorically that I'm not trying to be malicious at all. I've attempted to temper this post as much as I possibly can stand do. During these trying times, airlines are between a rock and a hard place. That said, there simply is no excuse for abusing and neglecting your lifeblood: your customers. If anything, now is the time - more than ever - to focus on relationships and to pay particular attention to the small things; the intangible things; the most important things.

As a means of disclosure: American Airlines is a crayon client, but I am writing this post as a human, individual and a customer – a Delta customer.

Update: Katie from Delta Customer Service responds on this blog (unsatisfactorily) and by leaving Tina Uplen (sp?), assistant to Lee Mackensack who is head of customer service, leaves me a message on my iPhone. I'll call her in the AM and hear what she has to say about "ways of compensating me" for what happened.

Update: Friday, June 6th, 12.08pm - I've been unable to connect with Tina. She works in the Executive office and was in with the CEO this AM and most recently, was out to lunch. I'll try again on Monday. fwiw, I really have faith that Delta will sort this out and I have no bad intentions whatsoever against the company (remember - I am one of their most "loyal" customers based on patronage). I also hate the fact customers (like myself), increasingly so, have to resort to these open methods to get companies to acknowledge their dissatisfaction and care enough to do something about it. That's why I wrote this post.