Entries by Vicki

The regional airline challenge

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 what they value. Generate usable insights and present the story. The results: Clear evidence shows that friendly staff attitude and clean cabins are reasons why […]

The retail bank challenges

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, accountable forums. The result: Increased customer scores; reduced failure demand.  Less duplication of effort.  Better and more consistent cross-channel experiences. The reaction: They said:  “Jerry […]