Alex Moss

About Alex Moss

Six customer service lessons for @British_Airways

In the past month I had a bad experience with British Airways.

In short, I left my iPad on a plane and it took six days for them to find it and charge me for its safe return.

This post is more about the way BA handled my issues both online and offline and how there are a lot of flaws in its customer service and social media management.

I’ll write about my experience as objectively as possible while still providing actionable tips.

Key takeaways from the Web Summit 2013

At the end of October I attended The Web Summit (now rebranded to The Summit)  in Dublin, Ireland. Hosted at RDC Dublin, this mammoth conference has been dubbed ‘The European SXSW’.

I’ve never been to SXSW but from reading about it and now having attended The Summit I can agree with this. The list of speakers was overwhelming just to look at, and the quality of those speakers were the highest you’d find in Europe. I couldn’t wait.

Usually I attend search related conferences and this was more of a general technology so was slightly different.The scope of the talks themselves were also varied. Some I could take some useful notes, others were more about strategic thinking and general information.

The value of rich snippets and structured data

schema.orgAt the beginning of this month, I gave a talk on how to increase CTR using rich snippets at SMX Israel.

What I notice that other posts written about rich snippets are more about what new structured data now appear in the SERPs and some actionable development resources.

What I find lacking, which I tried to cover in my talk, was being able to show your client why it’s important to them as a business, not just because “that looks better”.