customer charter Archives

Ryanair ‘always getting better’ – has the world’s largest international airline really changed?
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Ryanair ‘always getting better’ – has the world’s largest international airline really changed?

Customer Journeys, Customer retention and loyalty, CX Strategy, Travel, Uncategorized

Ryanair ‘always getting better’ – has the world’s largest international airline really changed?

Some say that I am easily confused! So it may come as no surprise that I should write a blog post with a rather confusing headline. On the one hand I am referring to a well known brand as 'the world's largest' and on the other, I am asking whether or not they have changed. [...]

By Ian Golding|2015-09-02T09:52:32+01:00September 2nd, 2015|Customer Journeys, Customer retention and loyalty, CX Strategy, Travel, Uncategorized|9 Comments

Customer Promises – a great thing…if you really mean it!
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Customer Promises – a great thing…if you really mean it!

Customer Journeys, Customer retention and loyalty, CX Strategy

Customer Promises – a great thing…if you really mean it!

Thousands of customers of one of the UKs largest utility companies, SSE, received an interesting letter this week. If you are not a customer of SSE, you can read my copy of the letter shown above. I think the letter is interesting because it makes a rather bold statement. It makes a statement that instantly attracted [...]

By Ian Golding|2015-04-13T13:26:05+01:00November 14th, 2013|Customer Journeys, Customer retention and loyalty, CX Strategy|5 Comments