Ryanair has a customer-centric approach, but it’s not what you think

I recently co-wrote a report on customer-centric strategy for NextTen – more on that later – that included Ryanair as a (positive) case study. The recent problems with pilot scheduling might cause me to make a hasty edit – but I think not: Ryanair is thoroughly customer-focused, but their low-cost approach illustrates the challenges of maintaining … Continue reading Ryanair has a customer-centric approach, but it’s not what you think

Transforming to a customer-led business: a potential model

Is there a recipe for transformation? Can a business genuinely transform itself to be customer-led? How do you get started? I attended a breakfast discussion on the topic of transformation with a group of fellow Comotion associates recently and whilst these questions are straightforward, some of the answers challenge accepted wisdom on strategy and transformation. The roadmap … Continue reading Transforming to a customer-led business: a potential model

My week in CX #7

In a week that has been dominated by the attack on Westminster Bridge and the Houses of Parliament on Wednesday I, like the vast majority of Londoners, have just carried on with what I need to do. This week has involved monkeying around with surveys, talking about agility and generally getting distracted. When I survey … Continue reading My week in CX #7