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Why it is better to live in the Gulf March 30, 2012

Posted by Arun Rajagopal in Conversations, India.
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On a lazy Friday, thanks to some Twitter furor, I came across this article by Aakar Patel in Livemint.com that went like…

“Why it is better to live in the south

The south’s urban culture is more intellectual. My hypothesis is that this is so because its culture is dominated by the Brahmin.”

My first instinct was ‘Gosh, how stereotypical can someone be’ effectively killing my desire to read this article. My second thought was this was a calculated attempt to trend on the interwebs. While not commenting on the merits(?) and demerits of the piece because everyone is entitled to their own opinion, I thought I should share my 2-fils here.

Indians, who still in today’s world, divide their mind into North/ South or other regional and cultural divides should be given a one-way ticket to any of the Arabian Gulf countries.

After growing up in Oman, where I spent 18 years of my life and now after living nearly 2 years in Dubai, I can safely tell you that Indians learn what truly India is and represent what India stands for when they get away from the shores of India.

Words that cuddle next to each other in civics textbooks such as pluralism, culturalism, religious tolerance, federalism, fundamental duties and rights awaken from their slumber and become part of life when you live as an expat in a foreign land.

It’s only in the Middle East that Indians learn there is a world beyond being a Malabari, Madrasi, Marwari, Sindhi or Bihari.

When you land here for the first time and as the fabled desert heat hits your face when you get off your plane, you begin to learn the first lesson of expat living – If you need to make this place home, you need to treat it like your home.  There begins the balancing act of being rooted to your native culture while seeking out new experiences.

It’s only when you live in a foreign land that you begin to have a real respect for local rules, traditions, customs and local communities while making an effort to understand the world through the eyes and minds of others. For many it’s not a matter of choice. The sooner you become part of the melting pot, the better your life experience.

You are conditioned more to appreciate what’s great about a foreign culture than looking down upon what’s amiss. You focus more on the commonalities than the differences; you prefer the positives over the negatives.

It’s only living in the ‘Gelf’ that you realize there is more to Pakistanis than the wrought iron shades we have come to associate them with.

You learn the world is a global village when you meet a Bangladeshi who speaks Hindi, Tamil, Telugu and Malayalam fluently because he works in a cinema theatre that shows Indian movies.

It’s only in Dubai you will run into a polite and friendly cab driver from Kathmandu, Lucknow, Faisalabad or Colombo, and learn that they have left their stereotypical blinders back home to eke out a living in the city of dreams.

In the by-lanes of Ruwi high street, you will find pockets of Bangladeshis and Pakistanis who can teach you a lesson in hard work with their daily struggle to make a few Riyals.

When Onam, Diwali, Ramadan or Xmas becomes an occasion for different communities to celebrate under one umbrella of unity. When fasting during Ramadan gives you a compulsory lesson in religious tolerance. When you can freely practice your faith and worship in temples, churches and gurudwaras in predominantly Muslim countries. When an AR Rahman concert becomes a celebration of music for not just Indians but nationalities across the world. When you have a flat tyre, and the first one to lend you a hand is the truck driver from Gujranwala or the friendly Omani who fixes your tyre and then invites you home for kahwa. Or when your neighbors from Hyderabad, Delhi, Karachi or Muscat, drop by to give you sweets on Eid.

Dear Aakar, please come and live in Dubai, you will like it more than South India.

Sincerely, a (South) Indian. 

Are you really doing social media? February 17, 2012

Posted by Arun Rajagopal in Conversations, Digital, Marketing, Social Media.
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Blogging. Microblogging. Social Networking. Location-based services. Social Bookmarking. Social Media Optimization. Gamification. Social Media Analytics. Social Communities. Content Strategy. Content Curation. ROI. Social Business. Brand Monitoring. Influencer Outreach. Sentiment Analysis. Buzz Monitoring. Share of Voice. User-Generated Content. Crowdsourcing. Viral Marketing. Engagement. Storytelling. It goes on.

Sometimes, it’s good to take a step back from all that and ask a simple question: why do people use social media?

Social media helps PEOPLE connect and build relationships with other PEOPLE*.

Are your social media efforts doing the same? If not, you are not doing social media.

*Or brands who can be human. 

Pic credit: Flickr

Will Air India’s flight to social media take off? April 11, 2011

Posted by Arun Rajagopal in Airlines, Aviation, Branding, Conversations, India, Marketing, Social Media.
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Pic credit: Daniel Villa, Airliners.net

In the high-flying world where aviation meets social media, the impossible turned possible today. India’s government-owned national airline Air India announced it was stepping into social media with a clear mandate to generate at least 30% revenue as an ROI.

In a Financial Express news report by Shaheen Mansuri, Arvind Jadhav, AI’s chairman and managing director said, “Until now, we were unable to provide a flexible pricing and customised products to our customers. While other airlines have their presence on Facebook and Twitter, we were missing from that space.

Once brand AI is exposed to a larger audience, it can translate into more sales. Social networking sites have opened up a new distribution platform for the airline. The traditional travel agents and travel websites will co-exist with the new medium,” said Jadhav.

You can read the entire story here.

I had several interesting responses after I shared the story on Twitter which was first broken by the evergreen diva @TobyDiva.

Air India to join social media w/ an ROI goal of increasing sales by 30%. http://ht.ly/4xpDx via @TobyDiva

Few responses:

Jesus! They’re gonna get butchered! Via @DeveshM

WOW! Xcited Via @vishal1mehra

air india using social media would be a pretty stupid initiative in my way..n 30% sales from there sounds insane! Via @aseemrastogi2

This will probably end up like CCD when they entered the social media scene: a lot of unhappy customers who compained non stop. Via @Thor_

My view on #AirIndia & #socialmedia is that they can go two ways…but the #Airline had better do it right to be effective. #smtravel Via @flyingwithfish

If#AirIndia can’t breaks it’s habit of not effectively addressing passengers & protecting it’s brand, #socialmedia won’t succeed Via @flyingwithfish

AI is certainly a late bird after the social media worm; shud’ve emulated Jet & Kingfisher well ahead. Via @StoryMary

I Would say to everyone: “If you’re not in #SocMed yet you’re too late” Via @eezeer

No use without changing hostesses. Via @Askabuska

Here are a couple of my thoughts:

1.    Today Air India is strategically and operationally at a critical juncture. New aviation minister at the helm, overview of top management after the departure of COO Baldauf and his deputies, debt restructuring in process, the much awaited Dreamliners joining the fleet soon, the forthcoming entry into Star Alliance etc. Social media can now step in as a part of an image makeover – the journey to a new Air India. However, this image makeover will have to reflect in the way airline treats customers & offers them an experience that is no less compared to what the competition is offering them.

2.    Air India can be sure to get a lot of negative PR and feedback on their social media platforms. The airline has unfortunately had a legacy of poor service and this is going to show clearly when consumers engage with the airline on social media. How they manage the negative feedback and win over audiences is going to be very crucial.

3.    The best brands on social media are the best brands in business. There’s only so much social media can do to make you look good. If you do not deliver on your core customer promise or if you don’t do your job right, you should never be on social media. Period.

4.    The danger of using social media as a broadcast medium is that it will bite you in the back. Social cannot be a me-too approach as a response to your competition being on it. However, I appreciate the assertiveness shown by Mr Jadhav on utilizing the medium for generating revenues. Air India’s competitors such as Jet Airways and Kingfisher Airlines are doing a great job engaging with their customers on social media. Competition on the airline social media airwaves in India will be intense.

5.    Is Air India ready for the big step it is to take? Are they aware of the potential benefits and pitfalls of engaging in the medium? Do they have the resources in place to execute a social media strategy that will work for them? Lots more questions that time will answer.

Good luck, Air India and welcome aboard the social media bandwagon!

So is Air India going to make it or break it in social media? Would love to hear your thoughts.

The King of Good Times: A social media surprise from Kingfisher Airlines February 25, 2011

Posted by Arun Rajagopal in Airlines, Aviation, Branding, Conversations, India, Social Media, Travel.
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As an aviation geek & a social media marketing professional, I keep a close eye out on airlines that are blitzing the social media trail.

On last count, there are over 180 airlines on Twitter. Every airline worth their salt is on Facebook building communities and rewarding loyalty via contests.


What I love most about airlines that are doing social media right is: those who are using social media to listen to their customers and offer them delightful surprises. Such a rare experience happened to me last month, via Kingfisher Airlines.

Kingfisher Airlines, based out of India is one of the world’s seven airlines to be ranked as a 5-star airline by Skytrax. They fly to 63 domestic destinations and 8 international destinations with an Airbus & ATR fleet. Headed by one of India’s most flamboyant tycoons Dr Vijay Mallya, Kingfisher has built a strong brand for itself in service and quality over the years. It wouldn’t be unfair to call Kingfisher the Virgin America of Indian skies.

I have watched Kingfisher’s meteoric rise and often lamented the fact that I have never flown them, primarily because they don’t fly out of Muscat. Anyhow, a great opportunity to try Kingfisher for the first time came up last month and I decided to fly them outbound on Dubai-Bengaluru-Cochin and Chennai-Bengaluru-Dubai on my inbound leg.

Kingfisher is active on Twitter and as always, I tweeted before my departure that I was flying them. I received a reply from them asking me to enjoy their service. Quite the appropriate thing to do on social media, yes?

I arrive at Dubai Airport on the date of my departure, stood in a snaking queue of flustered passengers waiting to check-in. When my turn came, I noticed the check-in agent spend a few extra seconds looking at her screen and then proceeded to consult with her supervisor before handing me a complimentary Lounge Access card. Now, how great is that?

Unfortunately, I couldn’t check out the Lounge as I was running late for my flight, so I boarded the all economy A321 and we were soon wheels up to Bengaluru. After reaching cruising altitude, the cabin crew started meal service. I noticed that they rolled up the cart straight to where I was sitting (somewhere in the middle of the plane) and asked me “Mr Rajagopal, what would you like to have for dinner?”

That was an absolute stunner for me. I know in premium classes it is a practice for crew to know beforehand who they are serving, but moi flying in Y class (or cattle class as one prominent Indian politician once described the back of the bus)? The crew knew my name and that was an absolutely delightful surprise for me. They served me well & I sure got a few envious looks from around the cabin.

The 2 cabin crew members who worked my section would come up to me once in a while and ensure that I was all comfy. Nothing artificial, but a genuine and warm desire to serve well, which is sadly missing from a lot of airlines this day. Believe you me, these are the little, personal touches that make flying such a lovely experience for me.

When I inquired how the crew knew me by name, I was told that they were informed beforehand that I would be flying with them and was asked to take special care of me. Social media at work, yes? :)

I felt like the ‘king of good times’ as I thoroughly enjoyed my flight and didn’t forget to compliment Kingfisher in my feedback form (I believe they should look at the paper quality of the form as ball point pens don’t write well on them – minor detail, I know).

I landed early morning at Bengaluru and almost missed my connecting flight to Cochin due to a security snafu. I literally missed my bus to the plane. However, the kind people at Kingfisher got me ferried to the waiting ATR in their car just in time. I hopped on the plane and we were off. Trust me on this; they could have left without me. Will never forget the sight of an ATR waiting on the ground on a misty morning, the crew peeping out of the door and me diving into it with my rucksack pulling me back. Reminded me of how we jump into moving trains. Another big star from me.

Landed in Cochin and I was happy to let Kingfisher know that my flights went well and they DMed back wishing me a great time in India. (Almost sounds like a love affair, hmmm?)

So I spent the next couple of days train hopping across India (I think I spent 7 out of my 9 days sleeping on overnight trains). A week later, I was ready to make the hop back to Dubai. I was flying from Chennai and on my local train ride to the airport, I was wondering if I would have any similar surprises in store.

I was met by this very helpful Kingfisher ground staff who helped me with my bags. And I did make a note of how Kingfisher staff are generally polite, professional and courteous. You begin to feel that these people, whether they are at the low end or the high end of the line, are carefully cherry-picked to live a certain brand vision that leads to delighting customers.

Proceeded to check-in and gladly got my fav seat on an A321 which gives you humongous amounts of legroom. There were no surprises waiting for me at the check-in desk. Must say, I was slightly disappointed after all the pampering a week ago. I traipsed across the terminal towards a Maggi noodle stall and went on to ravenously chomp down a noodle bowl.

As I gulp through my noodles, I spot 2 Kingfisher staff make a beeline for me and I’m like – Uh Oh! Crew: Mr. Rajagopal, we were looking for you… So again, Kingfisher decided to make my day. Minutes later, I was escorted into a lounge at Chennai Airport (at this point was beginning to feel like royalty) and the staff promised to fetch me before boarding. Spent a good 30 minutes in the lounge and then she was back.  Trust me, nothing beats the experience of being chaperoned by a Kingfisher crew on the ground. I did manage to count a few envious looks and did I say I didn’t have to stand in a line for my security check? The lovely crew member hopped with me on the bus and literally dropped me at the door of the plane. My mind was flying at 35k feet by then.

The flight to Bengaluru went without incident. Must say, I liked my seat on the ATR in front of the plane which is the only row facing the rest of the seats. They are comfortable and you get a feeling of flying in a biz jet. Landed at Bengaluru and was at met at the door of the plane by another Kingfisher staffer. I know that at this point this is all sounding like a giant ego-fueled fairy tale. But then this gorgeous staffer walks me from the plane, takes me through immigration and security, mind you, no standing in queues again, you are introduced everywhere as a ‘guest’ and then proceeds to comfortably ensconce me in a premium lounge at the International Terminal.

I tuck into some fine Sauvignon Blanc, Paneer rolls and rum cake as I wait for my ‘Bus to Dubai. My ‘handler’ appeared again before boarding and walked me on the airbridge till my jet, bidding bye and safe travels.

Wheels up to Dubai, great food, much better than on the inbound leg, caught some shuteye and a perfect landing – didn’t even know if we touched ground, just floated in and came to a stop at the airbridge. As we deplaned, the Captain came out to say hello. A great ending to an awesome Kingfisher tale.

So what’s the summary of this whole experience? Just a fluffy piece singing a lot of praise in favor of Kingfisher for making the day of a planegeek? Well, they earned it and yes, a big thank you to them for giving me one of the best flights in my life.

Will Kingfisher roll out the same red carpet treatment to everyone who tweets to them about their journeys? Perhaps not. But have they won a loyal customer and strong brand evangelist in me. Definitely, yes.

To sign off, brands engaging in social media take off to a new level when they are able to consistently and creatively offer value, engagement and delightful surprises to their audience.  It all starts from caring to listen and daring to surprise. Amen!

Some Facebook love, please! February 8, 2011

Posted by Arun Rajagopal in Airlines, Aviation, Conversations, Social Media, Travel.
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I could use some Facebook Love.

I wanted to give you the heads up on one of my latest adventures. I’m participating in an in-flight photo contest called ‘Love is in the air’ on Facebook from eezeer Travel Reviews. The pic with the most Facebook likes gets to win… an iPad!!! And that could be me with some Facebook love from you!

This is my entry, clicked in 2008 on a British Airways B777 flying from London Heathrow to Muscat. Ahh, those were the long-haul days of my life.

“Loving my Chard on another British Airways B777 from London Heathrow to Muscat in 2008. Love my wine. Love my music. And love my flights.”

eezeer® is a mobile and web-based social network for travel that provides real-time, on-the-spot, verified tweets and reviews.

If you feel like giving me some Facebook love, all you need to do is:

1.       Like the Eezeer.com Travel Reviews Facebook page by clicking here; and then

2.       Like my photo submission to the contest by clicking here.

The contest ends on 28 February 2011 and I can use all the likes I can get. If you are going to vote for me, thank you in advance for your time and effort! I totally appreciate it. Fly high people!

Update 1: 10 Feb – I’m currently on 130 likes & 30 short of getting to #1. Show is on!!!

Update 2: 14 Feb - I’m now on 312 likes & currently leading. The contest lasts till 27th Feb, so please continue to share the love!

Now showing #DubaiMovies on Twitter January 10, 2011

Posted by Arun Rajagopal in Conversations, Social Media, UAE.
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Welcome to my first post of 2011! Today was the day of #DubaiMovies – probably one of the most viral Twitter memes to come out of Dubai in the recent past, along with #DubaiMetro & #BurjDubai/#BurjKhalifa.

#DubaiMovies was born when local Dubai 92FM DJ Catboy tweeted about a contest giving away Amy Winehouse concert tickets to the best #DubaiMovies suggestion on Twitter. P.S. The previous day, DJ Catboy had run a contest with the hashtag #LessAmbitiousFilms. Judging by my tracking of tweets, #DubaiMovies appears to be a runaway hit. The whole meme galvanized Dubai tweeps who did their best to give a Dubai touch to Hollywood movies. Some of them were roaring hits; like ‘There’s Something About Mariam’, ‘Sleepless in Satwa’ & ‘The Devil Wears Karama’ & many tried really hard and almost fell flat on their face.

But great fun overall and a great Twitter meme. Now on with the reporting!

From the first tweet around 9am to midnight, #DubaiMovies clocked 4,536 tweets from 890 contributors. (Drum roll!)

Dissecting them further:

* 4,536 tweets
* 890 contributors
* 11.7% come from “The Top 10″
* 37.2% are retweets
* 43.9% are mentions
* 3.3% have multiple hashtags

Top Contributors:

  1. @Mejowski – 93
  2. @AishainDubai – 58
  3. @MamaSumz – 58
  4. @narita_89 – 58
  5. @Aabo0 – 47
  6. @Reem096 – 47
  7. @MunaAlshamsi – 46
  8. @bhaveshchauhan – 43
  9. @fatmasalim – 40
  10. @FatoOome – 40

And now for the big one! If you have the energy and time to go through the whole lot of them, here goes the transcript of #DubaiMovies, right after the bump.

(more…)

Blog Action Day & Age of Conversation 3 – Two great online causes for the win! October 15, 2010

Posted by Arun Rajagopal in Advertising, Books, Branding, Conversations, Digital, Marketing, Social Media.
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Today is Blog Action Day, an annual event where thousands of bloggers around the world unite to talk about a common issue that impacts the lives of people around the world. This collective buzz sparks online discussion, awareness and action. This year, Blog Action Day is all about WATER.

Why Water?

“Almost a billion people on the planet don’t have access to clean, safe drinking water. That’s one in eight of us.

Unsafe water and lack of basic sanitation cause 80% of diseases and kill more people every year than all forms of violence, including war. Children are especially vulnerable, as their bodies aren’t strong enough to fight diarrhea, dysentery and other illnesses. The UN predicts that one tenth of the global disease burden can be prevented simply by improving water supply and sanitation.

But, water moves beyond just a human rights issue. It’s an environmental issue, an animal welfare issue, a sustainability issue. Water is a global issue, deserving a global conversation.”

[VIMEO 15336764]

Here are some WATER facts that I picked up from the Blog Action Day website:

  • 40 Billion Hours: African women walk over 40 billion hours each year carrying cisterns weighing up to 18 kilograms to gather water, which is usually still not safe to drink. More Info »
  • 38,000 Children a Week: Every week, nearly 38,000 children under the age of 5 die from unsafe drinking water and unhygienic living conditions. More Info »
  • Wars Over Water: Many scholars attribute the conflict in Darfur at least in part to lack of access to water. A report commissioned by the UN found that in the 21st century, water scarcity will become one of the leading causes of conflict in Africa. More Info »
  • Cell Phones vs. Toilets: Today, 2.5 billion people lack access to toilets, but many more have access to a cell phone. More Info »
  • Food Footprint: It takes 24 liters of water to produce one hamburger. That means it would take over 19.9 billion liters of water to make just one hamburger for every person in Europe. More Info »
  • Technology Footprint: The shiny new iPhone in your pocket requires half a liter of water to charge. That may not seem like much, but with over 80 million active iPhones in the world, that’s 40 million liters to charge those alone. More Info »
  • Fashion Footprint: That cotton t-shirt you’re wearing right now took 1,514 liters of water to produce, and your jeans required an extra 6,813 liters. More Info »
  • Bottled Water Footprint: The US, Mexico and China lead the world in bottled water consumption, with people in the US drinking an average of 200 bottles of water per person each year. Over 17 million barrels of oil are needed to manufacture those water bottles, 86 percent of which will never be recycled. More Info »
  • Polluted Oceans: Death and disease caused by polluted coastal waters costs the global economy $12.8 billion a year. More Info »
  • Building Wells: Organizations like Water.org and charity: water are leading the charge in bringing fresh water to communities in the developing world. More Info »
  • Conservation Starts at Home: The average person uses 465 liters of water per day. Find out how much you use and challenge your readers to do that same. More Info »

Living in Oman for a better part of my life and now based in the UAE, I have been lucky to enjoy access to clean, safe water. However, I am also aware that water is a scarce commodity in many parts of the world. Hence, it is my personal commitment to reduce as much wastage of water as possible.

That personal commitment apart, one of the ways I’m contributing this year is by joining the Age of Conversation Bum Rush.

THE AGE OF CONVERSATION 3 for the WIN!


Considering the fact that social media has gone all mainstream now, Age of Conversation is a global initiative started by Drew McLellan in Iowa and Gavin Heaton in Australia, two marketing whizzes who were savvy enough to see the emerging possibilities of social media-driven online collaboration, crowdsourcing, creativity and online publishing to create the world’s first marketing ‘blook’ ‘The Age of Conversation’, 3 years ago!

Every year, AOC brings together the world’s sharpest marketing and creative minds who publish a chapter each, promote the book and the co-authors in their online community and use proceeds of book sales to benefit a charity. This is my 3rd year in the AOC adventure and being a part of this rockstar community has only benefited me, personally and professionally.

This year, Age of Conversation 3:  It’s Time To Get Busy! brings about 171 leading marketing bloggers from around the world who capture the distinct shift from social media as a hypothetical consumer loyalty tool, as it was considered only a little more than a year ago, to its current state as a staple in the modern marketing toolbox.

Although the book covers more than just social media, the topic is ubiquitous among the book’s 10 sections: At the Coalface; Identities, Friends and Trusted Strangers; Conversational Branding; Measurement; Corporate Conversations; In the Boardroom; Innovation and Execution; Influence; Getting to Work; and Pitching Social Media.

THE AGE OF CONVERSATION 3 – Official Charity – charity: water

The first Age of Conversation raised nearly $15,000 for Variety, the international children’s charity, and the Age of Conversation 2 raised a further $10,000 for Variety.

This year, all benefits from AOC 3 sales will go to charity: water. charity: water is a non-profit organization bringing clean and safe drinking water to people in developing nations. 100% of public donations directly fund water projects.

Age of Conversation 3:  It’s Time To Get Busy! is available on Amazon in Kindle, Paperback and Hardcover versions. So don’t forget to get your copy today. The book is great mind fodder if you are passionate about communications, marketing, digital strategy, branding, PR and social media, plus they make great gifts for your agency, partners and clients, and you also do your bit for charity!

And do remember to read my chapter: Who is the real social media influencer – my take on identifying the real stars in the social media space.

Amazingly, just $20 can give one person clean water for 20 years. An average water project costs $5,000 and can serve 250 people with clean, safe water – so purchasing a copy of the Age of Conversation 3 really can make a difference to someone’s life!

Happy reading AOC3 & happy Blog Action Day!

69 things I will miss about Oman September 15, 2010

Posted by Arun Rajagopal in Conversations, Oman.
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In no particular order of importance…

  1. My den.
  2. Calm, quiet and almost soporific pace of life.
  3. Star Cinema and their very friendly staff.
  4. And the box seats in Orchestra, Star Cinema, usually Seat #23 or #25. Seat #4, Row 1 at any of the Mini Cinemas.
  5. The madness at Wadi Adai Roundabout: Thank God a signal junction is replacing the roundabout.
  6. Parking woes at City Cinema Shatti.
  7. City Cinema Sohar.
  8. The drive from Muscat to Dubai and back.
  9. The official superhero of my building: TopCat Ramos.
  10. Moviestudio and his amazing collection of movies.
  11. Mom.
  12. The crazy airport flyover.
  13. Muscat International Airport. Small but convenient. Friendly immigration, e-gate, reasonable duty free selection and helpful staff. And the free WiFi at the airport that made this post possible.
  14. Annapoorna restaurant in CBD.
  15. Lunch Thaali at Saravana Bhavan.
  16. The service station at Wadi Kabir omanoil filling station. For giving my rides ‘Cleopatra Shower’.
  17. Green Clean at Qurum City Centre. For giving my rides such amazing shine.
  18. Early morning drives.
  19. The luxury coaches of Muscat. The Beasts of Al Khanjry, Comfortline, GTC, CTC, Salalah Line, ONTC, Happyline, Al Turki etc.
  20. My ride.
  21. Friendly locals everywhere. Oman is really one of the friendliest nations on Earth.
  22. Times of Oman.
  23. @4jijesh.
  24. My Laundrywallahs from Unnau, Uttar Pradesh and their chaste Hindi.
  25. Rajan’s Barber Shop at CBD for close shaves.
  26. Brands Elite and their casks of Stanley’s White and Red Lambrusco.
  27. The superb view of the hills from my den.
  28. The flowers at Al Fair Sarooj. They have made many a diva happy.
  29. Shell Filling Stations.
  30. National Bank of Oman Cash Deposit Machines.
  31. The Dodge Chargers that make my head turn.
  32. The crazy shop names.
  33. Beef Ularthiyathu at Divine. Also the lunch thaali at Divine.
  34. Salalah.
  35. Chilis at Muscat City Centre.
  36. Aldo at Muscat City Centre.
  37. When it rains.
  38. Uptown. The entire gang with a special mention to Nash.
  39. Split Chili at Uptown.
  40. Murgh Malai Tikka Masala and Garlic Rice at Uptown.
  41. The uber cool Oman tweeps.
  42. Marina Bander Al Rowdha.
  43. Dolphin Watching.
  44. Wahiba Sands.
  45. Bus stop at Thumrait.
  46. Counting the million stars at Haima desert.
  47. Landing and take off at Muscat International Airport.
  48. Amazing Shawarma at Muscat Bakery in Wadi Adai.
  49. Swami’s Hotel at Ruwi High Street.
  50. Happyline Transport.
  51. Woodland’s for the occasional takeaway.
  52. Nirvana. Because I love red and the ambience and the Corona is just spiffy.
  53. Khyber. For their excellent service and garlic pickle.
  54. UMS. For the memories.
  55. Wunderman Oman. For broadening my horizons.
  56. Bus Street at Ruwi, next to Sultan Qaboos mosque.
  57. The Grand Mosque at Bausher. For its grace and elegance.
  58. The Royal Oman Police. For being such stars in uniform.
  59. Ghazal at Grand Hyatt. For the great band.
  60. White Tiger Restaurant at Barka, next to omanoil. For the superb Beef masala.
  61. Al Bahja cinema.
  62. Plane spotting at Muscat International Airport. The Oman Air A330s make me beam.
  63. All the friends out here who are like family.
  64. How the roads go quiet during Ramadan. Lame.
  65. Shopping for Jeema water and 6-packs of Coke.
  66. Ranjan, Man Friday who cleans my den every Friday.
  67. White Chocolate at Starbucks.
  68. Nuts & Bolts. The newest pub in town. And themed on automobiles.
  69. Driving Chargelina around Muscat.

What can Steven Slater learn from a pillow fight onboard Lufthansa August 14, 2010

Posted by Arun Rajagopal in Advertising, Airlines, Aviation, Conversations, Marketing, Travel.
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Flight attendants are very much in the news these days.

This year belongs to Steven Slater, a JetBlue flight attendant who after an altercation with a passenger on an aircraft that had just landed at New York’s JFK International Airport, announced via the in-flight intercom that he was quitting his job and hurled profanities at the passenger who provoked him. He then grabbed a beer, activated the aircraft’s emergency chute and bolted off the plane.

While many are hailing Mr. Slater as a ‘working-class hero’ for standing up against an unruly customer & walking away from an ‘unpleasant’ situation, his otherwise social media-open and transparent former employer is forced to remain silent as this matter is under investigation. Mr. Slater looks certain to benefit from his newfound fame as an ‘air rager’ and there are calls for JetBlue to take him back to the skies. Personally, I believe he shouldn’t be allowed to do so.

Being a flight attendant is a tough and demanding job that requires immaculate stress management and people handling skills beyond the veneer of a smiling and glamorous exterior. Needless to say, cabin crew are the human face of the airline to the flying public. How they conduct themselves plus how they treat passengers in the skies and on the ground reflects the general service attitude of the airline to the world. 20 odd years into the job, it doesn’t bode well for me to have Mr. Slater on my flight losing his top and bolting off the aircraft like a renegade general.

Cut to the story of this inspiring Lufthansa flight attendant who is now the star of an emerging YouTube viral video titled ‘LH 687 – The endless dispute between the French and the Germans’.

A hilarious pillow flight broke out recently on a Lufthansa flight bound to Frankfurt from Tel Aviv. A German cabin crew was handing out complimentary pillows to Economy Class passengers when pillows were thrown back at her. Not one to be cowed down, she joined in the fun and threw back pillows at the passengers (a group of French tourists). In the 42-second clip, the stewardess can be seen dashing for the safety of her curtain as the hail of pillows intensifies. A passenger recorded a video of this funny pillow fight that ended with rounds of applause for the flight attendant for being a sport. The video is becoming a hit and there is overall appreciation for the flight attendant and the fliers for bringing some light-heartedness into flying.

A Lufthansa spokeswoman later said that the airline is laughing along with everyone else. “It’s an example of passengers enjoying themselves in economy class. And it shows we still offer pillows to our passengers in economy class,” she said.

The lesson to be learnt from this experience is simple. Mass brands such as airlines that come in close contact with human situations that are odd, impromptu, unpredictable or challenging need to be spontaneous, creative, positive, calm and responsive in a professional manner, on the go.

In today’s age of social media, judgments and opinions are formed and shared before corporations or brands can react. Hence, forget about controlling the message. Note the positive spin Lufthansa is giving to the whole incident. Kudos to them for this smart marketing plug in and not going for the staid and natural corporate measure of punishing the flight attendant. Today’s ‘age of social’ demands that we remain constantly on our guard displaying our best social behavior, no matter what the situation. Mr. Steven Slater and his kind can certainly learn a lot from this pillow fight onboard Lufthansa 687.

Happy 27 to me! July 8, 2010

Posted by Arun Rajagopal in Conversations.
3 comments

I have an annual tradition of writing a blog post on my birthday (June 22). Usually, it is a recap of the best of the year that went by. This year, I wanted to go off the beaten path. Year #26 was one of the most transformational years ever in my life. A year that caught me by the ears and gave me a thorough shakedown. A year that revealed a lot of me to me. And many other things. However, I am very thankful for the year and everything that came with it. The focus of this year’s post is on the future. Rather, a couple of lessons/observations from last year that I hope will be a part of my journey in the years to come.

  1. Everything that happens is for the best.
  2. Rule #1 works only if you believe in it.
  3. It is important to keep moving ahead.
  4. Whatever has happened has happened. The future is always promising if I believe in it.
  5. Higher, faster and stronger but without losing my essence and being.
  6. The world may be unfair, but life is always fair.
  7. I believe that I am watched over and taken care of.
  8. The universe always conspires to help the dreamer. I will dream on.
  9. I am ready to move away from wine and white rum.
  10. I am the difference.
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