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, […]
Author Archive for: Vicki
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Entries by Vicki
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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