Ignite

Nov/Dec 2014

A fresh resource for people who plan and manage meetings, events, business travel, promotions and incentive programs. Providing you with inspiration, guidance and great ideas.

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November | December 2014 | Ignitemag.ca | 3 Where the money is Remember when "value added" was the business buzzword? Well, it seems we have swung in the other direction. Case in point: What's with the decision to now charge for checked bag- gage on certain flights? The resulting crammed overhead compartments is no doubt fodder for another article, but we have to say that paying for something we'd never outright paid for before feels like we're being taken advantage of. But things might be turning around. Last year, a US conference attendee complained to Federal Communication Commission (FCC) when a prop- erty—managed by a major hotel brand—jammed their personal Wi-Fi hotspot, forcing them to pay for the hotel's Wi-Fi. The FCC fined the company $600,000, explaining in a statement: "It is unacceptable for any hotel to intentionally disable personal hotspots while also charging consumers and small businesses high fees to use the hotel's own Wi-Fi network…" While the company defends the practice, saying that personal hotspots "can cause degraded service, insidious cyber-attacks and identity theft," they have instructed its properties to cease jamming. Both of these cases are instructive for anyone who depends on loyalty to stay in business (and what business doesn't?). When we lose sight of customer satisfaction in favour of pocketing a few more loonies, we risk alienating the very people who keep us in business in the first place. We're not saying to charge less than your products or services are worth, but being transparent and respectful, while offering top-notch service, has a long-term value all its own—customer loyalty. Debbie van der Beek Co-Publisher debbie@ignitemag.ca Richard Elliott Co-Publisher richard@ignitemag.ca just sayin' Canada Strong While we were taking this issue to press, the news of the Parliament Hill shootings broke. As a publication that works closely with colleagues across Canada to promote all our country has to offer, we extend our thoughts to our friends in Ottawa, as well as commending the first responders, military and emergency personnel who so courageously prevented the situation from escalating even further.

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