The good, the bad and the ugly: Thames Water
If there’s one thing that makes my blood boil – It’s seeing a company get away with providing repeatedly poor service and get away with…
Category: Case Study
Did Dove behave like bad boys? Don’t forget: customers drive your reputation!
Do you remember how Dove not only shot themselves in the foot but then carried on and removed a couple of toes for good measure?…
Ryanair has a customer-centric approach, but it’s not what you think
I recently co-wrote a report on customer-centric strategy for NextTen that included Ryanair as a (positive) case study. The recent problems with pilot scheduling might cause me…