Tag Archives: brand

How IT can Kill Great Brands with Modernization, and How to Prevent It

Recently, one Sunday afternoon, my wife told me her purchased airline reservation for Monday had disappeared.  A few days ago it was there, then suddenly it was gone.  Apparently she was not alone.  Complaints were coming in online. Support was overwhelmed. In fact, Twitter seemed to be the only way to get a quick response, so people were sending their messages and details that way!

Now, this is a great brand that I’m talking about, what I would call the chic brand in the airline industry.  They had just experienced a brand-killing event.  No one wants to fly an airline where reservations disappear.  But the next part stunned me.  When my wife finally talked to a manager at the airline, it turned out they expected this would happen!  They had just migrated to a new reservation system and another airline that had done this same migration had experienced issues for a few weeks.  So the airline not only expected to have similar issues, they scheduled fewer planes to fly in the upcoming weeks! (more…)

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