How to Create a BAd Customer Experience: In a Nutshell

If you want to turn your customers into enemies, take some lessons from British Airways

Step 1 –Work your crowd to prep them for the experience

Step 2 — Don’t provide standard services

Step 3 — Make them feel like Scum

Step 4 — Extra bonus round of confusion

Technology writer for FastCo, Quartz, The Next Web, Ars Technica, Wired + more. Consultant specializing in VR #MixedReality and Strategic Communications

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