Five Star Service, One Star Budget

Richard Baker was the general manager of Virgin Trains in Wales and north west England. He’s also an avid ‘Twitterer’ and fan of social media. What makes Richard special is the way he has embraced new technology to improve levels of customer service and he’s doing it at lightning speed.

Imagine this. You’re sat on a Virgin train and you ‘tweet’ your current feeling about your journey. It may look something like this

‘On a Virgin train heading to Liverpool. Supposed to be in the quiet coach doing work but there’s a really noisy bloke down the carriage on his phone.’

Then imagine a few moments later a Twitter message arrives saying,

‘Sorry to ...