The write stuff

A great customer experience can be found in the quality of written artifacts, says Jon Picoult [button type=”large” color=”black” rounded=”1″ link=”″ ]READ THE FULL GRAPHIC VERSION[/button] More and more companies are working to enhance their customer experience. But they might be focusing on the wrong thing. In their haste to make quick improvements, firms neglect … Read more

Chinese hospitality continues to define the future of air travel

Accepting a record-breaking eighth consecutive Skytrax 5-Star Airline Award for quality, general manager of cabin management of Hainan Airlines, Wang Qi, tells Dialogue what it takes to deliver tip-top service at 37,000 ft The trophy cabinet at the headquarters of China’s largest civilian-run airline, Hainan Airlines Holding Co., Ltd, holds more stars than in the sky above Beijing. … Read more