Last week, on more than one occasion, most of us would have heard someone saying, writing or shouting, words to the effect of ,"I just need Ryanair to get me to xxx!" Getting passengers to their chosen destination is the most basic of basic needs an airline is expected fulfil. In yet another PR disaster [...]
I have just returned from a wonderful four-day city break to Paris. Family time, glorious weather (in the main) and one of the world's most beautiful cities, made for a quite fabulous combination. I have been to the French capital many times, but this trip topped them all. From our lovely boutique hotel; to the [...]
Before I start this post, I must first make a couple of sincere apologies. As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I acknowledge how lucky I am to go to [...]
Last week I witnessed something that I consider to be incredibly unusual. In a world where it is more uncommon than not for consumers to have their expectations exceeded, I was actually bowled over by what I experienced. 'Bowling over' a career Customer Experience 'nut' is not that easy to do! What makes the experience [...]
I am the first to acknowledge that in life and in business things go wrong. Nothing is ever 100% perfect. We have always lived on a planet where recovery, apology and compromise have become a part of the way humans interact. Anyone who expects perfection will only end up disappointed - although I may come across [...]
Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline 'story' - and most of the time the stories are not particularly positive. An industry that appears to be amongst the most glamorous has consistently struggled [...]
I recently wrote a Customer Experience Review of Ryanair. Whilst the results were not spectacular, elements of the experience surprised me. It is without any planned intent that I am now able to write another review about an airline. Whilst I travelled with British Airways last week for business (rather than ‘pleasure’ as I did with Ryanair [...]
