FANS or CUSTOMERS? Which do you need to have a sustainable business? The sad story of Leyton Orient Football Club

As a young boy growing up in London, and with a football loving father, I had the pick of a number of world famous clubs to become a fan of. Arsenal, Tottenham Hotspur, Chelsea, Crystal Palace, Fulham and Queens Park Rangers are among 14 professional teams based in London, still competing in the top four divisions [...]

By |2016-11-08T19:51:11+00:00November 8th, 2016|Customer retention and loyalty|3 Comments

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. [...]

Ryanair – the brand we can now learn to love

I have always described Ryanair as 'the brand we love to hate'. Famed for its 'no frills' approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off. Equally as many millions of consumers were prepared to put up with the 'no service' proposition [...]

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