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 such a strategy when things go wrong. In fact, pursuing this strategy appears to be more likely to cause these problems. Continue reading “Ryanair has a customer-centric approach, but it’s not what you think”
There’s only so much pizza a man can take in the interests of customer experience and so this week my Pizza Express odyssey comes to a (satisfactory) conclusion. In other news, my local arts centre makes me yearn for a bit of NPS and decide to call time on the weekly reports. Continue reading “My week in CX #10”
In a week of customer experience lunches I re-discover that it pays to complain, get creative online and wish more people were like the #timetunneltrain driver.
Whole lotta lunch
Fay Maschler, restaurant critic of the Evening Standard publishes a diary of what we might call her meets and eats Continue reading “My week in CX #5”
After awarding the T-Mobile:BT bout to T-Mobile recently it seems only fair to reconsider their service superiority after reading this horror story from previously-satisfied customer and sometime blogger with The Independent Nat Guest. A great example of how to write complaints and a really superb example of how not to act as a service provider when you mess up.
I’m writing this whilst watching Spain play Portugal in the World Cup and, as I usually root for the underdog, I’m supporting Portugal. Having had a great experience in Portuguese-style piri-piri outfit Nando’s last night I’m even more inclined to favour them. The secret? Over-compensation.
It seems that British Airways will continue to receive bad publicity over the disastrous opening days of Heathrow Terminal 5 so my own recent example of less-than-superior-service from the World’s Favourite Airline will hardly make much difference. But it does illustrate how difficult it can be to do the simplest things to say that you’re ‘sorry’ and to mean it.