Closing the loop: the vital missing component in complaints handling
You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being…
Tag: customer strategy
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…