by Guy | Mar 28, 2011 | Board & Governance, Board of Directors, Business - General, Economy, Investing, Lifetime Value, Recession, Upturn
The world is in a state of flux. With the economic downturn lingering far longer than most people expected, governments are under growing pressure to kick-start economies. However, a growing number of countries with looming debt crises and a consequent unwillingness...
by Guy | Nov 22, 2010 | Business - General, Customer Experience, CX, Customer Service, Leadership, Lifetime Value, Strategy
Is the AA’s approach to customers old-fashioned? Image via Wikipedia Well, we survived October unscathed (although it remains to be seen if Ireland will drag the whole of Europe down) and am now pretty well settled in England so will be able to write more...
by Guy | Jun 20, 2010 | Business - General, Customer Service, Lifetime Value
I took my car for a service this morning – an experience that once again underscored just how easy it is to chase customers away and kill your brand. Some background – I currently live in Dubai in the UAE, where the climate and conditions are not particularly...
by Guy | May 2, 2010 | Advertising, Airlines, Banking, Business - General, Customer Service, Lifetime Value, Recession, Social Media, Strategy
Image via Wikipedia 2010 certainly seems to be going down as the year when the proverbial corporate skeletons are coming out of the cupboard: Toyota – which had built its brand on reliable, safe vehicles – recalls many millions of cars all around the world in an...
by Guy | Apr 21, 2010 | Airlines, Business - General, Customer Experience, CX, Customer Service, Europe, Lifetime Value, Marketing
Image via Wikipedia The current chaos following the six-day shutdown of almost all European airspace has thrown the issue of passengers’ rights firmly into the spotlight – particularly with the fact that so many airlines are refusing to take any responsibility for...
by Guy | Mar 10, 2010 | Advertising, Business - General, Customer Experience, CX, Customer Service, Lifetime Value, Marketing, Strategy
Image by 33 Interactions via Flickr We talk a good deal about customer loyalty nowadays, but do we really understand it and know how to gain it? The “1 to 1” gurus, Peppers & Rogers, define three sorts of Customer Loyalty: Emotional Loyalty – this is about how...
