The QFF CEO event thread (and AFF associated interactions)

[drewbles]

Could you also ask about my visit to the CL?

For sure

 

[reductionist]

Oh. Did the colour of the Platinum Q bag tags come up in conversation during this lunch?

It really bugs me that they look the same as the Silver ones.

Also wondering if the WP1 tags will be different? Not that this level is within my reach.

 

[EmilyHoward]

It's on the upper walkway (up the escalators from the departure level - same level as the QP and the DOM J Lounge). It's between the QP and the Business Lounge - it's marked "Private Lounge". Is that right?

Thanks Beardoc for the info re the CL. I was wondering just where it was! I recall before they put in the Business Lounge in Sydney that the general lounge was very big. I'm guessing the CL was there then and I just missed it. Well at least now I have seen the piccies of it!! Thanks once again!

 

[dfcatch]

Oh. Did the colour of the Platinum Q bag tags come up in conversation during this lunch?

It really bugs me that they look the same as the Silver ones.

Also wondering if the WP1 tags will be different? Not that this level is within my reach.

Yes it did.

Specifically - the colour is irrelevant.

I could use an NB tag and I will still get Priority.

An NB could use a WP tag and they will get no priority.

 

[simongr]

Yes it did.

Specifically - the colour is irrelevant.

I could use an NB tag and I will still get Priority.

An NB could use a WP tag and they will get no priority.

I think the point is that as the color is so close to the silver tags we don't look more important...

 

[simongr]

Now to politely ask Trevor what I get as I was already an epiQure member (and indeed have been buying some of their quite-reasonably priced bubbles whilst delivery is still free; and taking advantage of the bonus point-per-dollar at QFF earning restaurants )

Don't forget to add my name to that question - happy to take a couple of bottles of the Petaluma

 

[drewbles]

Don't forget to add my name to that question - happy to take a couple of bottles of the Petaluma

Ahh thought you were the other person who had already signed up.

I'm sure Trevor (Red Roo), and/or Steph will take care of us. They did mention they'd sort something out, and no doubt as they process the others they'll note we are already paid-up members of it

 

[TonyHancock]

Was the question of feedback raised? I ask because in the last six months I have had no response to specific service questions or in one case a generic phone call after 6 weeks. :-|

 

[Scrimo]

No WP1 for me but I did enjoy the lunch and meeting the QFF Team

 

[Princess Fiona]

Who's the Trevor everyone's talking about ? Don't think I met him

 

[drewbles]

Who's the Trevor everyone's talking about ? Don't think I met him

You must have a short memory PF, Trevor is Red Roo, You know, the one with the beard?

 

[Princess Fiona]

You must have a short memory PF, Trevor is Red Roo, You know, the one with the beard?

Apolgies everyone ( and Trevor) I must have had too many glasses of Chardy

 

[simongr]

Apolgies everyone ( and Trevor) I must have had too many glasses of Chardy

One glass of chardy is too many

 

[rockyroad]

Apolgies everyone (and Trevor) I must have had too many glasses of Chardy

Chardy? What no Taittinger for lunch or in the CL?

 

[dfcatch]

Chardy? What no Taittinger for lunch or in the CL?

I did look in the (redacted - sorry, we don't talk about fight club).... but there was something else..... Wasn't the same IMO.

 

[Febs]

It really bugs me that they look the same as the Silver ones.

Here, this is for you:
http://static.pokato.net/2011-10-08-11-00-431220530531.jpg

Chardy? What no Taittinger for lunch or in the CL?

Sparkling options were the Salinger (same as J lounge) and Croser vintage.

Cheers,
- Febs.

 

[Febs]

Just activated my epiQure membership. Thanks QFF! (Had to register, but it realised my account had been assigned a complimentary membership).

Already considering one of the events for my fiancee's birthday (the Taittinger dinner) instead of what I've currently got booked. Hmm...

Edit: D'oh, two events I want to attend are on a Wednesday, when I'm interstate.

 

[thewinchester]

Was the question of feedback raised? I ask because in the last six months I have had no response to specific service questions or in one case a generic phone call after 6 weeks. :-|

It did, as it's one of my biggest bugbears with QF's service proposition.

I spent the better part of two minutes constructive dissecting the issue, and how the failure to "close the feedback loop" creates a negative perception of the program, airline and brand.

My stated suggestions to improve this problem were:

1. Use the tools you have. QF already have a customer service management platform (RightNow - used in their FAQ's and online feedback forms). All customer enquiries, regardless of channel, need to be managed through this system - across all of QF (inc. QFF, Reservations, Refunds, Complaints, etc).
2. Every enquiry or feedback must be assigned a reference number. This creates accountability, and means that customers do not have to repeat their story several times over if it transfers between agents or units.
3. Every enquiry must be answered. Processed must be put in place that each enquiry is responded to within acceptable timeframes, and where these are breached - escalation processes kick in to ensure they are answered.
4. Staff need to get out of canned answer mentality. Too many times, a canned answer isn't the right, helpful answer to a problem. Staff must be trained how to identify where canned answers can be edited and improved to ensure the customer gets the best information.
5. Link service platform to QFF profiles. QFF members should be able to review and track all their communications and correspondence with the program and airline through a web portal, and initiate escalation or follow-up if not resolved to satisfaction.

There's one additional point I have on this which I didn't get to make at the lunch, but I'd like to state here:

1. Survey. Once an enquiry is closed, the customer should be given the opportunity to respond to a survey to grade the response and result - and this is because the feedback system isn't working and consequently leads me to make the aforementioned five suggestions. Granted not everyone will reply, but the data gleaned from a response rate as low as 5% p.a. will yield important strategic insights into where things are going right and wrong, and thus allowing for improvements much faster.

Do you guys think this was a valuable exercise from QFs point of view?

My belated answer - Yes, and for two reasons:

1. Simon and Stephanie have seen first hand just how clued in and on the ball this cohort of their customers are. Stephanie was almost horrified at the level of detail we knew, and by her own admission she didn't know which fare buckets corresponded with what service class or non-revenue/reward tickets.
2. They got unfiltered, direct feedback which I suggest they've not really received through any of their other channels.

There's also a third valuable reason, in that they also saw just how big a group of brand evangelists frequent flyers are. To borrow a phrase from the book Lovemarks - The future beyond brands (by Kevin Roberts, CEO Worldwide for Saatchi & Saatchi) show "loyalty beyond reason".

I can say with confidence that none of the "Gang of 16" would have been there unless they had a genuine interest in QFF or they had something of value to contribute to a program they love, are personally invested in, and want to see do better.

 

[h45e]

I would like to see "try before you buy" sort of thing. Pay a extra $300 to allow you to get a experience of it.

 

[Jobu]

I would like to see "try before you buy" sort of thing. Pay a extra $300 to allow you to get a experience of it.

Try before you buy what?