customer service

20160129_b737_uudd7 - Seamus Phan in a Boeing B737NG procedure trainer

As a marketing, branding and public relations practitioner since 1990s, I also wear another even earlier hat, that of customer service and process quality (since 1980s). What can the recent United Airlines incident benefit from an enlightened service approach?

Seamus Phan

Seamus Phan has 32 years of professional experience. He is a professional speaker, marketing and branding consultant, creative director, book author, technologist, artist, and aviation enthusiast. Some of his blog articles are reproduced at McGallen & Bolden, where he is the CTO and Head of Content. Connect on LinkedIn. ©1984-2018 Seamus Phan. All rights reserved.

https://seamusphan.com

Unlimited revisions and the creative heartache

By Seamus Phan

On April 9, 2017

In Marketing, Thoughts

Recently, there was furore over a couple of companies which pressed for “unlimited revisions” in their creative briefs, which some media published and sparked lots of debate, especially in the creative industry. The good thing was that the companies revised their briefs and took away the “unlimited revisions” clause. Happy ending?

Seamus Phan

Seamus Phan has 32 years of professional experience. He is a professional speaker, marketing and branding consultant, creative director, book author, technologist, artist, and aviation enthusiast. Some of his blog articles are reproduced at McGallen & Bolden, where he is the CTO and Head of Content. Connect on LinkedIn. ©1984-2018 Seamus Phan. All rights reserved.

https://seamusphan.com

Empathy, and not AI or automation, is the REAL enabler of UX and UI

By Seamus Phan

On April 9, 2017

In Technology, Thoughts

Today, my family had the most unpleasant experience at a local McDonald’s outlet, where patrons waited for an hour (my family waited for half an hour) for what seemed like simple breakfast orders. The problem? Let’s start with the new self-service kiosks.

Seamus Phan

Seamus Phan has 32 years of professional experience. He is a professional speaker, marketing and branding consultant, creative director, book author, technologist, artist, and aviation enthusiast. Some of his blog articles are reproduced at McGallen & Bolden, where he is the CTO and Head of Content. Connect on LinkedIn. ©1984-2018 Seamus Phan. All rights reserved.

https://seamusphan.com

Saying sorry and crisis communication

By Seamus Phan

On January 12, 2015

In Marketing, Thoughts

When it comes to a crisis that demands an apology, the hackneyed responses that I have read, heard or seen in many such occasions, are often criticized and ridiculed. It is not difficult to see why.

Seamus Phan

Seamus Phan has 32 years of professional experience. He is a professional speaker, marketing and branding consultant, creative director, book author, technologist, artist, and aviation enthusiast. Some of his blog articles are reproduced at McGallen & Bolden, where he is the CTO and Head of Content. Connect on LinkedIn. ©1984-2018 Seamus Phan. All rights reserved.

https://seamusphan.com