Conversation Agent - Valeria Maltoni - 5 Hours 

« PR is not Dead | Main | Writing Content for the Buyer's Decision Journey »


Hi Valeria,

I wonder if we are becoming socialised to always expect more - and thereby are never satiated.

Late capitalism suffers from an epedemic of unappreciative consumption.

Social media has turned the volume up and provided a feed back loop for dissatisfaction. But, when I read that consumers have come to dread purchasing, that has very little to do with the company and everything to do with the consumers attitude - not the company

I suggest next time anyone is faced with a five hour delay they read One Day in the Life of Ivan Deninisovich by Solzhenitsyn. I did and when I put it was hard to complain.

Not saying the airline industry isn't broken. But consumers may be more broken ( and not know it). And, whilst airlines can take responsibility and use technology better, unless consumers change, those efforts won't be good enough.

Spk soon.


Hi Valeria, what a read! Great ideas and thoughts, which you would think would be embraced in this modern world... however, the airlines are so busy managing their staff and losing price wars, they've forgotten that there are travellers prepared to pay a little extra for a better service/ experience!!

I think Mickey hits the feeling pretty well. Back when commercial flights were new, travel use to be special. I wasn't there of course, but I've seen clips and documentaries. People were excited to travel, whether it was by train or plane. Most would even dress up to go. I don't think it was really pampering that set the era apart, but just good basic service. And like you said, service starts with attitude.

I will say this though, I can't think of a single flight I've ever taken where the steward / hostess wasn't great. A challenging task indeed.

The comments to this entry are closed.

Conversation Agent

  • Since 2006, Conversation Agent focuses on business, technology, digital culture, and human behavior. At Conversation Agent LLC, I help organizations and brands that want to build better experiences tell a new story.


As seen on

Advisory Boards

Marketing that makes business sense


Book Reviews

  • Conversation Agent participates in the Amazon Services LLC Associates Program. It provides a means for Conversation Agent to earn commissions by linking to Amazon.

Comment Policy and Social Guidelines

  • This is my blog and not a public space. Critical discourse is welcomed. However, inappropriate comments will be deleted. See my social guidelines for reference.


  • The opinions blogged herein represent only those of Valeria Maltoni and do not reflect those of her employer, persons or companies mentioned herein, or anyone else.