Customer satisfaction versus profits – an aviation perspective

As most readers know, my “hobby” revolves around airports, airlines, business lounges and planes.  So I was looking forward to the latest results from Skytrax, who produce an annual ranking system, based on approximately 20,000,000 customer reviews.  Here’s three observations I made from the 2017 Skytrax results: Customer satisfaction comes from delivering the right experience… Continue reading Customer satisfaction versus profits – an aviation perspective

3 tips to making your voice heard

Recently, a contact whose opinion I value gave me some feedback on my blog. They told me that whilst they liked the narrative style, it felt like sometimes my message got a bit lost in my thoughts.  I really appreciated someone telling me that.  In well over 100 posts, I haven’t really heard what people… Continue reading 3 tips to making your voice heard

The difference between manager, coach & mentor.

As you career grows, so do you. Sometimes your career path charges forward, other times it feels like it stumbles and stalls.  That’s OK, your career, like life is a journey.  On that journey, there are times when a little extra help will be of benefit. If you’ve already chatted to your peers and your… Continue reading The difference between manager, coach & mentor.

A story about how data powers your customer experience

I was trying to engage a colleague in the supposition that the most engaging and addictive customer experiences tend to be the most data driven.  My colleague (an ardent fan of delivering customer delight) looked at me strangely and asked, “surely the best customer experiences are driven through the human interaction with customer success rockstars?”… Continue reading A story about how data powers your customer experience