customer needs and wants Archives

Customer or Hostage? The unfortunate story of the UK passenger rail industry
Gallery
Customer or Hostage? The unfortunate story of the UK passenger rail industry

Customer Journeys, Customer retention and loyalty, CX Leadership, Regulation, Travel

Customer or Hostage? The unfortunate story of the UK passenger rail industry

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy - from the commuting perspective that is. Travelling to and from work can rarely be described [...]

By Ian Golding|2018-01-12T09:04:03+00:00January 12th, 2018|Customer Journeys, Customer retention and loyalty, CX Leadership, Regulation, Travel|3 Comments

WANTS and NEEDS – When it comes to customers do you really know the difference?
Gallery
WANTS and NEEDS – When it comes to customers do you really know the difference?

Customer Journeys, Customer retention and loyalty, CX Leadership, CX Strategy

WANTS and NEEDS – When it comes to customers do you really know the difference?

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 [...]

By Ian Golding|2017-09-27T07:38:30+01:00September 27th, 2017|Customer Journeys, Customer retention and loyalty, CX Leadership, CX Strategy|4 Comments