Ryanair: Profits Do Not Equal Loyalty

Ryanair: Profits Do Not Equal Loyalty

Ryanair announced this week that they had 66% ($948m) increase in full-year profits. Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results.  My reaction in a word: Rubbish! Other improved stats for...
3 Ways to Use Mobile To Your Advantage

3 Ways to Use Mobile To Your Advantage

Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too....
Comcast Needs a Culture Shock Not More People

Comcast Needs a Culture Shock Not More People

Comcast CEO Brian Roberts vowed this month that the company wants to repair its terrible reputation for “shoddy Customer service.” My take on their latest vow to fix their Customer service problem: A leopard doesn’t change it spots. They have been talking about...