Beyond Philosophy

JUNE 9, 2015

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. It will be a cold day in Hades before I step foot on a Ryanair plane to “experience” it myself.

B2C 137

B2C Start-ups B2B Voice of the Customer 137

Beyond Philosophy

FEBRUARY 10, 2016

Of the many ways a Customer feels when they interact with your organization that drive value for your bottom line, do you think “feeling hated” is one of them? Again, “feeling miserable” is not an emotion that fosters Customer loyalty and retention. Ryanair: Profits Do Not Equal Loyalty.

Voice of the Customer 104

Voice of the Customer Customer Loyalty CX Customer Experience 104

Lumoa

OCTOBER 31, 2018

We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? In Europe, the Ryanair debacle is the most prominent case of all. As more companies figure out how to do this, in the future customers will demand it or leave.

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Beyond Philosophy

AUGUST 27, 2015

Ryanair has an airline that’s giving it a run for its money—on being the worst airline ever! After all, it’s the least they can do, as the passengers will already have their shoes off! Samoa Air has been doing it since 2012. What do you think? Ryanair: The Start of the Decline? Like a toddler-kicking-a-seat fee?

Non-Profits 108

Non-Profits Transportation Customer Experience Customer Satisfaction 108