Learning: The Magic of Making Training FUN

We talked about the three C's in the last blog. Brands must deliver. I have enjoyed travelling Emirates Airlines in the past but today was a nightmare. Growth creates challenges. You cut corners. I guess that's what happened today. The crew forgot to serve me lunch for 4 hours. No regrets, no apologies. Can you believe it it was the first time in my life I was served a quarter cup of mango juice with the promise she will return. She did not till I asked her two hours later. Yet, she did not say sorry. Pretty cabin crew but does that help deliver the brand. I doubt they understood the vision and mission of the airline or they were engaged. All that they told me in excuse was the new 777 Boeing aircraft was too big 340 passengers and “boy, it was full.’ They regret the flight was full. Lucky I had biscuits with me to ensure I did not die of starvation. Even if I had I do not think the crew would have minded that. They were just least bothered. Service recovery was even worse - I

I read the article in the Research World - kind courtesy of my Saudi colleague Dr. Abdul Hai. The artilce talks about: The Culture - the internal culture of an organisation, The Community - how you engage them, and The Commercial - the primary focus of brands. The new world is about managing all three concepts.