December 2, 2009
February 12, 2014
Controversial, may be; different, absolutely.
An increasing trend in research today is the use of Implicit techniques: see the Harvard University website https://implicit.harvard.edu/implicit or in the UK the work of Dr Nigel Marlow (London Metropolitan University) and Dr Peter Shire.
October 14, 2021
If you are like most organizations, you have done a lot of research on the rational side of your customer experience. You may use surveys so your customers can tell you what they would like you to do in the future. But a new study by Young and Rubicam (Y&R) shows that what people say
I like books that show you another perspective you weren’t expecting. Yuval Noah Harari’s Sapiens: A Brief History of Humankind is an example. Sapiens covers the critical points in history for homo sapiens. I admire how Harari was balanced in his assessments of these moments, looking at them from different perspectives. More organizations should take this tack and listen
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 Ryanair attributed to the AGB program include: Passenger traffic increased 11% (90.6m) Revenue Rose 12%