4 questions to check… are you exploiting your complaints goldmine?

Have you got PPI? Do you think you might have had PPI? I’ve lost count of the times that some click-bait ad has popped up to ask me that question or, on some occasions, I’ve had to take a phone call from someone aggressively selling me PPI claims services I don’t need. Well, now the Financial Conduct Authority has got in on the act and enrolled none other than the Terminator himself, Arnold Schwarzenegger, in an advert to urge people to get their claims in before 29th August 2019. Continue reading “4 questions to check… are you exploiting your complaints goldmine?”

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 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”

My week in CX #10

Jazz minus pizza

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”

BA: When sorry seems to be the hardest deed

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.

Continue reading “BA: When sorry seems to be the hardest deed”