Tagged: Eurostar

Eurostar: good traditional customer service, poor social customer service

FailureI use Eurostar in many of my social media training sessions and presentations as an example of an organisation that (still) hasn’t really got social media.  The reason for this is that while their traditional customer care may be quite good, it hasn’t yet worked out how to do real-time customer care, using social media.

I use a couple of examples: one is an instance of lack of response to some rather poor food I was once served (see this post) and the other is in relation to a horrible delay I experienced nearly a year ago.  The issue, in both cases, is that fact that Eurostar are not doing the number one thing any organisation needs to do first in social media: listening to their customers and responding in real time. Continue reading →

Bacon and the art of brand engagement (in social media)

Last month a piece of bacon gave me the answer to a question that has been plaguing me.   The bacon in question sat atop a potato salad served up on a Eurostar train from London to Brussels and the question was “how can a mass consumer brand use social media to generate engagement”.

First the bacon.  The issue was, it was poorly cooked.  Call me a food snob, but I believe that if you are to serve cold bacon, especially with cold potatoes, the bacon has to be well cooked, so the fat on it is rendered, crisp and tasty.  In fact, I don’t believe this is a matter of opinion, I suspect there is not a single chef of any repute who would disagree with me on this point.   Which is why I was disappointed to find that Eurostar, in its Business Premier class, was serving poorly cooked bacon.  This wasn’t a culinary disaster, but it was an indicator of poor performance.  It was something that, if I were CEO of Eurostar, I would want to pick up and address.

So – I took a picture of said bacon and put it in a tweet to @Eurostar.  Here it is.  I didn’t receive a reply.  This caused me to think about my relationship with the brand Eurostar – my ‘engagement’ with Eurostar to use a term that the social media revolution has now made a permanent fixture in the lexicon of marketing-speak.  Continue reading →