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 | Dec 25, 2010 | Airlines, Business - General, Customer Experience, CX, Customer Service, Europe
I’m going to try not to make this too much of a rant, but I’m both extremely disappointed and annoyed – not for me personally (thankfully I wasn’t directly affected), but for the thousands of people who’ve had their holiday plans, reunions and Christmas spoilt through...
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 | 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 24, 2010 | Airlines, Business - General, Earth Sciences, Economy, Europe
Image via Wikipedia The recent chaos surrounding the eruption of the Eyjafjallajökull volcano in Iceland – with effects being felt globally in terms of significant financial losses, disruption to travellers, disruption to food supplies, and so on – needs to provoke...