Ten tell-tale signs that show you’re not that customer-centric

It’s not what you say, it’s what you do (or don’t) Are you customer-focused, customer-driven or customer-centric? If you’re any of those things that’s probably why you’re reading this, but does the organisation you work for feel the same way? In our work with CX leads we come across a real tension between what companies … Continue reading Ten tell-tale signs that show you’re not that customer-centric

Closing the loop: the vital missing component in complaints handling

You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being an under-exploited goldmine of customer feedback. Companies need to widen their focus from purely complaints i.e. dealing with the “expression of dissatisfaction” to a more strategic approach that I refer … Continue reading Closing the loop: the vital missing component in complaints handling

image of an airliner landing

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