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But we are proud to say that Jerry contributed 63 entries already.
Depending on the way you look at it, complacency is either the arch-enemy of customer experience or the reason it exists. I’ve seen many a sceptical director shrug and […]
A customer-centric culture doesn’t happen simply because it’s on a presentation slide as a strategic pillar. It’s a topic that risks being swamped by platitudes and theory so I was […]
We talk a lot about delivering the brand promise. It’s one of the most critical balancing acts in the business strategy. On the one hand, a very clear proposition so […]
The last two years have seen big steps forward in the airline passenger experience. Some airlines doing great things in the name of creating a sustainable business. Others appear to […]
The delicate, reciprocal balance of any alliance between airline and passenger shifts dramatically when there’s a planned or unplanned change in schedule. One party very quickly becomes totally dependent on […]
(This post was created as a guest blog for Total BlueSky in August 2015) The speed and breadth of technological change not just in the aviation world presents fantastic opportunities. […]
If you’re looking for more evidence to show a sceptical stakeholder that better customer experiences mean better results, the recent wave of financial reporting yields a helpful trend. Not so long […]
Whatever your definition of Customer Experience, it’s a means to a commercial end and not a platitudinous end-game in itself. It’s a way of being better at business and that’s […]
It’s “good news, bad news” time for measuring customer experience. The good news is that some people have found really quick and easy ways to increase customer scores. The bad news is that […]
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