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 [...]
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 [...]
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 [...]
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. [...]
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 [...]
Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations [...]
You approach the front of the store with an element of trepidation. Unsure what will happen inside, you are weighing up the odds of coming out alive. It is like the latter stages of the famous children's book, We're Going on a Bear Hunt, as you tip toe into a deep dark cave, to be [...]
Understanding, managing and improving the customer experience is a skill set that has led to the formation of a new profession. The proliferation of customer experience professionals has led to the creation and adoption of a variety of methods, techniques and approaches to putting the customer at the heart of the organisation. Many 'customer experience [...]
One of life's inevitabilities as a CX professional is that the subject of Ryanair will always come up in conversation at some point before, during or after a dinner party. For those of you who do not know them (and that will not be many of you), Ryanair is an Irish low-cost airline. Ryanair is [...]
