Rogers, a Canadian communications company providing services like Cellular phone coverage, internet, Cable TV and Land line phones experienced an outage recently on two of its services, Cellular and Internet. Communication was poorly handled and the company was perceived to be ‘missing in action’.

Gatwick Airport is undergoing a major reconstruction project. Rather than unsightly wooden barriers, Gatwick has used the space to engage with users of the airport. On various construction locations, they have a supersized Barcode along with messages for users to scan the bar code on their cell phones and see how the station is being built. An application available for smart phones (iPhone and Android phones) will turn that picture into a link where users of the smart phone can access the Gatwick Discovery Tour. While this is an interesting adoption of new technology Gatwick inadvertently left out many travelers. Read why.

Ensuring an organization has References and Testimonials for its products and services is a well established customer satisfaction best practice. A new trend in the industry is accessing these on line and now through mobile phones. Pictures of actual reviews on mobile phones (smart and regular cell phones) are included in the article.

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