I am not an expert when it comes to travel, or flying a plane. I am a Customer asking questions. I had an interesting conversation with another passenger on a United flight from Philadelphia to Denver. We were discussing fees and the airline industry. She flies a few times a month between Philadelphia and Burbank, CA. I too fly multiple times a month. It was an interesting conversation. We were both sitting in aisle 17, just behind the 2 middle exit row seats on a 757.

If you sit in an exit row, there are typical questions that are asked if you want to sit there. Here are the questions, with the answers provided by individuals sitting in the 2 rows on our flight:

1. Are you willing to assist on an evacuation?
2. Are you under 15 years of age?
3. Are you an adult traveling with a child under 15 years of age or another passenger who requires your care? NOTE: The passenger will not qualify, if these passenger types are seated anywhere on the aircraft.
4. Do you lack mobility, strength and dexterity in both arms, both hands and/or both legs to: quickly reach the exit, remove any obstructions, manipulate the exit door and slide mechanisms or lift out a window exit door, exit the aircraft, or assist others in exiting?
5. Do you lack visual capacity or require corrective aids beyond eyeglasses/contact lenses?
6. Do you require assistance beyond a hearing aid to hear and understand verbal instructions?
7. Are you limited in your ability to read and understand printed/graphic instructions related to exist, an aircraft evacuation or the ability to understand crew members commands?
8. Do you have a condition that might prevent you or injure you while performing evacuation functions?

Oh wait, I was not able to provide the responses, because no one was sitting in either emergency exit row. The flight was not empty. In fact it looked fairly full to me, except these 2 aisles. There was 1 man in the exit row, but prior to take off, around the time these questions would normally be asked, 2 things happened. First they came on the loud speaker offering for someone to purchase the extra leg room within these seats. Nobody jumped at that opportunity. Then a crew member came over to the only man in the exit row and asked if he was a former United employee. He responded yes, he was retired. The crew member insisted that he move up to first class. To his credit, he was reluctant, but then he moved on. At this point now nobody was in the exit rows.

We were stunned that no one would be in the exit row. We were expecting they would ask some people to move, but no request came. This led to the conversation about safety and the various fees assessed by airlines. We first started to talk about the ever popular baggage fee. Have you noticed there are usually very few bags checked on a plane anymore? The fee encourages you to bring it on board. Of course this makes the boarding process longer, especially on very full flights. My favorite is when they have to “courtesy” check the bags due to the overheads being full. They always make sure you know it is a courtesy. The passenger I was with also wondered if the increased bags on the plan cause accidents as items shift while in flight. I did not know the answer, because I can only think of one time I saw an accident like that, and I am not sure baggage fees existed at the time. We discussed this, boarding process trouble, and even differences in weight distribution. Of course we both admitted not being experts in any way, just talking about Customer perceptions.

Now back to the exit row seats. We wondered what the FAA rules regarding emergency exit seating were. The woman asked a crew member in the back of the plane. The crew member told her that the FAA does not have a requirement for exit row seating. When the woman asked what would happen in an emergency, and the crew member explained that it would be the flight crew’s responsibility. This really had me thinking!

When the plane landed, I had a layover for a few hours, so I sat down and started to read more on the topic. I searched the FAA website as well as Google to find out more on the rules for emergency exit row seating. I was not able to find any rules that stated someone had to be seated there. The only rule I was able to find was the door must be able to be opened within 10 seconds, and the slide must deploy within 10 more seconds. I did not have a chance to test but I think it could be hard for a crew member to unbuckle, get there from one end of the plane to the exit row, and have it fully opened within 10 seconds. The other trouble with not having people in the aisle is other passengers may not know who is responsible, causing hesitation in the event of an emergency.  They would then have to unbuckle and work their way to the emergency row.  Also it is possible that someone not able to meet the requirements of the emergency row would be the closest to perform the task.  That makes me feel safe!

The airline industry has struggled in recent years due to changes in travel, low cost airlines, increased fuel costs and so many other factors. We all like to blast companies when they add new fees. At the same time, no one wants to see companies go into bankruptcy or worse, go out of business. It means loss of jobs and less selection. The trouble for many older airlines is they have high labor costs, and inefficient processes. Southwest, an airline that prides itself on not having as many fees has added things like early check-in, or business class (I forget the name, but they get to be one of the first 15 people to board – ideal since they do not have assigned seating). Maybe we can all help find ways with ideas to improve?

I do think this changes the game for the FAA. The emergency exit row seating policies were designed in 1990. At the time there was rarely, if ever, a shortage of people that wanted the exit row. No one could have ever thought of fees for sitting there. With fees, comes the basic rules of supply and demand; as the price goes up, demand goes down. What happens when there is no demand?

I did ask United if they were interested in commenting for this piece, but as of this point I have not seen a response. I will post an update if I hear from the FAA or United.

For Background, here is a NY Times piece by Joe Sharkey “Throwing Exit-Row Seats Into the ‘For Sale’ Bin”

Other stories on airline fees from the Consumerist:

Ryanair Going Ahead With Pay-To-Potty Plan

Spirit Airlines Now Charging Up To $45 For Carry On Bags

I have not been posting as much as I like. This usually happens when I am in deep thought regarding some things, and I do not feel it is best to share publicly. I have always found this to be tough because I try to be as transparent as I can be, but it is necessary. I always feel bad when that happens, because I do not want to let people down. I also feel that I am missing out on really good advice that I can receive from my friends in social media. Ultimately I always strive to do what is best for myself, my friends and most importantly my family.

So recently I was at my first SxSW (for those not used to the abbreviation, it is South By Southwest, an Interactive, Film and Music event in Austin, TX). It was an experience. I was excited at the opportunity to see some friends I have developed over the past few years, but I did not realize how overwhelming the events would be. I saw so many people, but it is funny, at the same time I feel I saw no one at all. Everyone was rushing from one event to another. There was not much time to slow down. When I finally returned home, I think I needed sleep for a week (I am still not sure I have my energy back). I did return to work the day after coming home, so that may explain the lack of energy. Anyway it was still a lot of fun and I loved seeing some old friends and many new friends.

While I was in Austin, I spoke on 2 different panels and at an event for Dachis Group. One of the panels was for the book launch for Brian Solis’ new book Engage. It was fun to be a part of that. The other was a panel for support in a 140 character world with Jeremiah Owyang, Caroline McCarthy, Lois Townsend and Toby Richards. It is always a pleasure to speak with so many knowledgeable people. My favorite moment at SxSW was not in a panel, or other presentation. It was not at a party, or at a dinner (all though many were fun, especially going to Salt Lick), it was the unlikely private time with just a few people. On my final night in Austin I was heading to a dinner I was invited to. When I arrived I ran into Brian Solis (Follow these links to connect with him on Twitter and his Blog) outside the restaurant. We started chatting, ran into a few others, and shared some champagne (for those that know Brian, that is not shocking). We then realized the dinner we were supposed to be attending was happening without us, so we stopped by. We did not stay too long due to other commitments Brian had. We then strolled through the streets of Austin on our way to his other event. After that appearance we connected again, this time strolling through the now rainy streets looking for a nice quiet place for dinner. Brian was his usual inspiring self. We were chatting about life paths, and selections we all make along the way. Brian was filled with stories from his own life, as well as people like Chris Brogan. At the time I thought my plans were set, but I walked away rethinking my thoughts and the inspiration in my heart. This is really what social media is about, connecting with people who can change our lives. We do it each day but it is moments like that where it is so truly defined. Thanks Brian.

So in my absence I have had so many different things I wanted to chat about. First and foremost was how I have been rethinking CRM (for those that do not know, this is Customer Relationship Management). This is a way of using technology to understand your Customer and bring the Customer into every aspect of the business. This led to my post today on The Social Customer website. If you have the chance, check it out. The post is the beginning of a conversation on redefining the tools necessary and the culture required for Customer Service, now and in the future.  It is time for us to stop looking at past concepts and build new ones based on the reality of today.

During my absence from posts there was an interesting social media case study developing regarding Nestlé and GreenPeace.  I am not going to rehash all the details, but if you want, read about it on Jeremiah Owyang’s Web Strategist blog.  It was also in today’s Wall Street Journal in an article titled “Nestlé Takes a Beating on Social-Media Sites.”  As I read the article this morning, I was caught by the end where Jermiah did not support removing it, while Ian Schafer did support it.  I can see both sides, although I think removing it might cause Nestle to even prolong it more (I am taking my ball and going home).  But it also caused me to rethink how companies should utilize Facebook.  So many are rushing to create fan pages, often because others told them they had to, or success they have seen for other companies.  Experts will tell you, as Jeremiah points out in his blog post, you must have an action plan to deal with brand attacks that may occur.  It is the reason to think these things through thoroughly.  But as I have read through the Nestlé experience, I wonder if there was a better way in the first place.  I know those not connected to social media may not realize, but there have been other events in the past for this company that also played out in social media.  My favorite story regarding Facebook fan pages is how the Coca Cola fan page started.  It was not started by the company, but instead by fans.  I am not convinced it is the best interest for companies to say how much they are loved by creating their own fan page.  It seems so much more genuine when it is created by fans.  I then think about the Nestlé experience, and wonder how would it have changed if the fans were the ones that started the page?  Would Greenpeace have still attacked the page?

Everyday we are filled with ideas that change our direction, or inspire us to do more.  I hope to always be inspired each day and continually challenge the status quo.

This is the third attempt for me writing this post.  This morning I woke up and read my email like I do every morning.  One of the emails was a Google alert with a reference to this San Francisco Chronicle article about “Social Media Going Corporate.”  In the article it stated the following:

At Comcast, employee Frank Eliason took the initiative last year to use his own Twitter account to contact customers who were tweeting about service problems. Now known as “Famous Frank,” Eliason has been credited with almost single-handedly turning around Comcast’s reputation. He heads a staff of 11 who monitor social networks and offer help to customers.

During a question-and-answer session at last month’s Web 2.0 conference, Comcast’s Roberts said the Twitter strategy has played a big part in changing the corporate culture “from inside the organization, not just the top down.”

Read more: http://www.sfgate.com/cgi-bin/article.cgi?f=/c/a/2009/11/07/BU341ACLD3.DTL#ixzz0WE9gWzSR

In my opinion the change in culture was due to so many people inside and outside the organization.  Some of the people I work with I give huge credit to the change, including my team, Rich Roberts (my former boss, now VP of Customer Care in Atlanta), Tina Waters (SVP and my boss), Rick Germano (SVP of National Customer Service), Jenn Khoury, (VP, Corporate Communications), and D’Arcy Rudnay (SVP, Corporate Communications).  But it was so many more than these individuals.  Team members throughout the organization, from techs, Customer Service representatives, managers, directors, and VPs from all area contributed.  Our Customers, who are very passionate about our products, and simply want a great experience to go with it.  As Rick likes to say “They are cheering us on, because they want us to get  it right.”  In dealing with so many, I can say Rick is correct, they do love our products and they want the opportunity to cheer for us, we just need to make sure we deliver on that.  This post is not about Comcast, but for those that do not know, I agree our culture has changed.  I have been seeing first hand, including changes in reporting structure, new systems, the implementation of the Customer Guarantee and the overall attitude of the company has shifted to be about the Customer experience.  In fact the new corporate credo is:

“We will deliver a superior experience to our Customers every day.  Our products will be the best and we will offer the most Customer friendly and reliable service in the market”

I am sure some will say they have not experienced this fully yet, but I will tell you a lot is being done to ensure you do.  You will be cheering!  Internally the conversation is always about the Customer experience and how to make sure we get it right.  I see a much different place than when I started 2 years ago.  I do not believe it was due to me, but a lot of the discussions in various spaces that started to come together at the same time.  Many of the discussions supported greater transparency, Customer focus, and an environment that questioned how things were being done.  As this took shape, the culture of the company changed.

So I wrote this post numerous times I kept singing in my head the following lyrics:

We didn’t start the fire
It was always burning
Since the world’s been turning
We didn’t start the fire
No we didn’t light it
But we tried to fight it

Aren’t these words so fitting regarding social media and corporate America?  Now I was not around when the phone joined the business world, but I can imagine someone saying they do not need a phone on their desk.  Yet today, many of us carry our work phone wherever we are.  I would imagine in the marketing space similar discussions happened with the transition from newspaper to radio to TV.  I remember email coming out and much debate over providing email access to all employees.  Today, I have work email 24/7 on my iPhone.  Even funnier was the reaction to using email for Customer Service.  Today who would not think to email a company for service?  Same was true regarding allowing employees having internet access on their desk.  This was done, but then many site were blocked due to productivity.  Of course I work on email at night and weekends, why would their be a problem if I updated Facebook at work?  So lets allow the song to continue:

Telephone, radio’s playing, newspapers, TV’s talking,
email, googling, paying bills, Pandora playing
Facebook Mafia wars, Blog updates galore
Following more Twitter stars, I can’t take it anymore

We didn’t start the fire
But when we are gone
Will it still burn on, and on, and on, and on…

Social media is about relationships, and ultimately relationships are good for businesses and employees.  Will social media change corporate culture?  Well have other forms of communication?  I believe phone, email and the internet have already changed the culture for everyone, especially businesses.  With each new form of communication we gain efficiency and we find new ways to speak with Customers.  Can you imagine someone typing and copying memos?  Ugh, I would hate that.  For those that say Twitter and Facebook take away from the efficiency of the workers, the same was said about email and internet access.  I bet it was also said about phone too (oh no, a family member better not call).  Social media has made the world a smaller place (there are numerous examples of this) and I know it can make the business world smaller too.

In today’s Wall Street Journal there are 2 interesting articles about Twitter. The first is one that really emphasizes what I have said for a long time, Twitter is the early warning system and it is important for companies to watch what is being said. The article features friends Scott Monty from Ford and Bonin Bough from Pepsi. It also features Southwest’s Linda Rutherford and Coke’s Adam Brown. I have a lot of respect for what Linda has done at Southwest. I am not as familiar with Adam’s work, but I will keep a look out. If you have the opportunity check it out the article “For Companies, a Tweet in Time Can Avert a PR Mess.”

The second article is what is driving me to write this post.  It does not feature anyone I know, but it emphasizes the information available via Twitter.  Twitter has changed the world and made it much more flat.  News and information is flying faster than ever before.  The article, titled “For Traders, Twitter is One More Trading Tool” (requires online subscription), emphasizes the story of a trader that found information via Twitter.  The first paragraph states:

“When Thomas Grisafi read a “tweet” the afternoon of July 22 complaining that the U.S. Department of Agriculture had “goofed again,” the president and chief executive of Indiana Grain Co. wondered what prompted the message.”

This prompted Mr. Grisafi to research what the tweet was about and to trade based on the findings.  My fear is this will drive many to start searching Twitter to make riches.  Remember investing is a long term commitment and short term riches are highly unlikely and involve a lot of risk.  Mr. Grisafi obviously knew who this person was, and had trust in the tweets.  He also did a lot of research off of Twitter before committing money.  This is a key aspect to this story and the reason I am writing this.  Twitter search will not lead to quick riches, and research still must be done.  Unfortunately Twitter has many spammers, similar to the junk mail that you find in your inbox each day.  If you are not buying securities based on spam email, be just as cautious about buying them based on a tweet or perceived information.  I am not saying Twitter is not a useful tool, but like anything else be careful of how your react based on the information.  Even if the person may be a trusted source, such as a known CEO, most will be very careful of what they say.  It is also possible that a twitter account can be hacked or just completely false.  Think of the Exxon Twitter example.

This is just a simple Twitter warning, please go about your day!

In the past year I have built many friendships at Zappos, and I am proud to have learned from them.  One of the greatest experiences from a business perspective was the opportunity to tour Zappos in Las Vegas.  It was the most Customer centered place I have ever been.  During the visit I received their famous culture book and a bag.  I keep both on the top shelf in my office to remind me that it is all powered by service.  So when I heard the news that Amazon was purchasing Zappos and making it a subsidiary of Amazon, I will admit that initially I was concerned.  It is not that I have had a bad experience with Amazon, because the exact opposite is true.  Every interaction I have had there was very good.  One minor service concern was rectified really fast.  I knew the purchase was the best thing for the Zappos shareholders, but what about the culture that I have grown to love?

Tony addressed this in his letter to employees:

“Q: Will the Zappos culture change?

Our culture at Zappos is unique and always evolving and changing, because one of our core values is to Embrace and Drive Change. What happens to our culture is up to us, which has always been true. Just like before, we are in control of our destiny and how our culture evolves.

A big part of the reason why Amazon is interested in us is because they recognize the value of our culture, our people, and our brand. Their desire is for us to continue to grow and develop our culture (and perhaps even a little bit of our culture may rub off on them).

They are not looking to have their folks come in and run Zappos unless we ask them to. That being said, they have a lot of experience and expertise in a lot of areas, so we’re very excited about the opportunities to tap into their knowledge, expertise, and resources, especially on the technology side. This is about making the Zappos brand, culture, and business even stronger than it is today.”

I was still not convinced, but again not due to experience with Amazon, but rather seeing acquisitions in the past with other companies.  As I went down the letter, there was a video with Jeff Bezzos, CEO of Amazon.  I have heard good things about Jeff, but mainly due to investment performance and driving the results of the company.  The video shows a much different side, and one that I felt the need to share:

Maybe this will be a marriage made in heaven.  I wish all involved great success.

We have had our share of issues with doctors, but we never wanted their license to practice to be removed.  For those that do not know the story of our Angel Gia, she passed away during a liver transplant surgery 2 months before her 4th birthday.  Even though she passed away during a transplant surgery, I remain an advocate for organ donation.  Today on my ride into work I heard a reference to Richard Batista wanting his ex-wife to return his kidney or pay him $1.5 million.  The brief aspect of the story is Mr. Batista (a surgeon but I refuse to put Dr. before his name because he does not deserve it) donated his kidney to his wife in 2001.  According to his statements, shortly after the transplant she started to have an affair.  Mr. Batista filed for divorce in 2005, which is still ongoing.

Now we are in 2009 and Mr. Batista has decided that he would like to have his organ back or $1.5 million dollars.  Doctors are supposed to abide by ethics.  One I am sure you all have heard is that organs are not for sale.  Doctors are supposed to be above board on all of this.  Mr. Baptista, who I am sure is hurt by his wife’s actions, is being completely off base and is hurting his own profession.  He should understand this well, but obviously missed that class.  I believe he should have his license taken away for this ethical violations, and, truthfully, his poor judgement that will inevitably hurt organ donations for others that are in need.

Am I being oversensitive in this view? 

Please sign up to be an organ donor.