Carolyn McCall, CEO, Easyjet – An Example of a Courageous Customer Focused Leader

Over the last few years, I have contacted a number of CEOs of organisations I have personally interacted with. Although I do not intentionally seek out experiences that fail to meet my expectations, on the occasion where I have an experience that really ‘irks’ me in some way, I feel that it is necessary to [...]

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. [...]

‘The ‘e’ in easyJet does not stand for empathetic’ – the real cost of sticking to the rules!

The summer holidays are upon us. Sun. Sea. Fabulous Food. Fun. Friends. I am sure there are many more words that spring to mind when thinking about holidays planned both at home and abroad. The words I have chosen to use are all positive ones - exactly what should be used when thinking about a [...]

The customer is not always right…..BUT be careful how you respond when you think they are not!

It is very likely you have not heard of 47 King Street West - a French restaurant based in Manchester in the UK. Although you may not have heard of it, it is possible that the eatery will become infamous as an example of how NOT to respond to customer feedback. When an organisation considers [...]

Norwegian – Customer Experience Review

Airlines of Europe beware!! There is  a 'new kid on the block' - one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in 'budget' air travel as Ryanair or Easyjet. I flew [...]

By |2015-04-13T15:25:12+01:00December 12th, 2014|Customer Journeys, CX Reviews, CX Strategy, Travel|1 Comment

Emirates Vs Etihad – Customer Experience Review

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 [...]

By |2015-04-13T15:35:46+01:00September 24th, 2014|Customer Journeys, CX Reviews, People, Travel|27 Comments

The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet

Customer feedback comes in many different forms. Often sought out by companies, it can be captured via email, web pop up or telephone surveys. It can be recorded in face to face customer focus groups or received in person before, during or after an interaction with a customer. Some still leave good old-fashioned paper forms [...]

British Airways – Customer Experience Review

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 [...]

Ryanair – Customer Experience Review

It is important for me to admit at the start of this review that I have never been an advocate of Ryanair. Many have heard me state that I would rather swim than use the airline that has built a reputation over the years for putting the balance sheet a long way ahead of its customers [...]

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