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 | Dec 15, 2009 | Banking, Business - General, Customer Service, Economy, Recession
One significant side-effect of the global financial crisis has to be a major overhaul of the world’s banking systems. They’ve been shown to be badly broken. After all, what is the current state of play with banks in general, when looking at their supposed core...
by Guy | Oct 23, 2009 | Business - General, Customer Experience, CX, Customer Service, Lifetime Value, Marketing, Strategy
What is it about the human race that while we all apparently prefer ‘a simple life’ we delight in adding layers of complexity to everything? Much to nobody’s surprise, I imagine, a recent McKinsey article, “Consumer Electronics Gets Back to Basics” showed...
by Guy | Oct 15, 2009 | Board & Governance, Business - General, Economy, Leadership, Recession, Strategy, Upturn
An article I saw today in SmartPlanet.com confirmed what I’ve been feeling for some time: businesses have over-done the cost-cutting and are poorly placed for the economic upswing. The fact that leading economists and business leaders around the world have declared an...
by Guy | Sep 17, 2009 | Board & Governance, Business - General, Economy, Investing, Leadership, Recession, Strategy
It appears that one potentially good thing to emerge from the global economic meltdown is a return to sensible business planning and cycles.One of the scourges of many businesses – this started in the US and spread out from there – is ‘Quarteritis.’ Not strictly...