Care in the Air. Customer service at Delta Airlines?

I’m seething with rage at Delta Airlines. When I needed an airline to be “human” and to understood a painful personal situation I was treated appallingly with extreme disrespect. When I then spent considerable time documenting this experience for the airline I was told that complaints had been “out-sourced” to another airline and then I… Read more »

From Spectator to Participant – the Revolutionary Impact of Hybrid Meetings and Events

by Padraic Gilligan, VP, Industry Relations, MCI In early 2012 Vok Dams Consulting, the consulting arm of the eponymous German based marketing and live communications agency, produced an intriguing white paper on “Hybrid Events, a new trend in live marketing”. The authors, Altenstrasser and Korte, define hybrid events as the “integrative interplay of social media… Read more »

How do you market a destination? Lessons from Memphis

by Padraic Gilligan, Managing Partner, SoolNua Tourism-Review.Com recently ran a piece by David Whitley ( entitled “A Destination Marketing Dilemma: How do you sell a city like Sheffield?” It’s a well written, mildly strident rant about what he calls the “cack-handed, hope-over-reality marketing” that many destination organisations are guilty of. He insists that destination marketing… Read more »

It’s not about the money, money, money? Leveraging employee engagement and emotional connections for success

“It’s not about the money, money, money” Leveraging employee engagement and emotional conections for success by Padraic Gilligan, Vice President, Industry Relations, MCI In the November issue of Pharmaceutical Market Europe, Nick Eve, CEO of UK based communications agency, Pumphouse, writes about employee engagement. He quotes recent research that shows the issues facing major corporations… Read more »

Sweet Home Alabama?

“Sweet Home Alabama?” By Padraic Gilligan, Managing Director, Ovation Global DMC and Vice President, Industry Relations, MCI The much reported story of the German corporate executive who was arrested and jailed in Alabama for not having the required documentation on his person raises some interesting issues for corporate meeting planners and destination marketers. It appears the… Read more »

Do you know weird and wonderful people? Key Attributes for DMC success.

The late, great Jack Franchek once told me that success as a DMC was all about cultivating relationships with weird people. And Jack being Jack exaggerated that contention to the nth degree: “Unless you’ve got a whole bunch of outcasts and weirdos in your Rolodex (this was a pre-Internet age!), you’re as useful to me as… Read more »

A week in Las Vegas – Days 4, 5 and 6 (Site International Conference)

A Week in Vegas – Days 4, 5 and 6 (Site International Conference) IMEX America drew to a euphoric close on Thursday PM with all participants declaring it a triumph. It was a real “if-you-build-it-they-will-come” phenomenon but not so much in relation to infrastructure as human relationships. Ray Bloom has build strong relationships in our… Read more »