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But we are proud to say that Vicki contributed 3 entries already.
The most recent survey by Which? of the best and worst brands for customer service in the UK highlights two critical issues for those involved in improving customer experiences. One, […]
Commercial pressure on margins despite a heavy reliance on price to retain passengers. My response: Understand how relatively important price is for returning customers; analyse what passengers are saying and […]
Cost-saving activities leave no room for differentiation; functional divisions have disparate objectives. My response: Embed consistent customer-based outcomes in all scorecards. Win-over sceptical stakeholders with proof of concept. Establish cross-functional, […]
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