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

Are you challenging you people enough – or too much?

I believe that my people are capable of ANYTHING.  No, really, I genuinely  see no limitations to their potential.  It took me years to feel so confident in the team I work with, and I feel proud to be in this head space.  When you believe in your people; you trust them, and their decisions;… Continue reading Are you challenging you people enough – or too much?

Why flight AA100 is the place I feel most at home

On return from a recent holiday, I was fortunate enough to be in my favourite seat on my favourite plane – American Airlines flight AA100 from New York JFK to London Heathrow.  Not for the first time, I’ve chosen a specific route home to incorporate this flight, and once again, it was a great experience.  Next… Continue reading Why flight AA100 is the place I feel most at home

Confessions of an airmiles addict: Loyalty Learnings

Over the 12 days of Christmas, my husband and I undertook a crazy 12 flight trip between Europe and the USA.  Our travels spanned 3 airlines, 10 time zones and 7 international airports.  For some, this might sound like a horrendous way to spend their holiday time, but for an airmiles addict, it was fantastic… Continue reading Confessions of an airmiles addict: Loyalty Learnings

Story-telling drives engagement – here’s why!

In my first “proper job” after university, I reported to a sales manager who had particular ideas about how to engage a customer.  “No matter what they say, tell them your brother, your mother, your best mate or your granny has done the same thing”, Bill would tell me.  When I pointed out that it… Continue reading Story-telling drives engagement – here’s why!

5 journalistic techniques to use when dealing with challenging customers

I was recently fortunate enough to attend a media & press training course, where a popular and well respected journalist helped us consider our words, mannerisms, responses and impact. It was, as you’d expect, eye-opening to say the least. Through the training, the journalist shared simple tips and tricks to be more effective in a… Continue reading 5 journalistic techniques to use when dealing with challenging customers

4 signs your team or customers are disengaged (And what to do about it!)

The opposite of love is not hate.  The opposite of love is apathy.  It’s a scary state of mind where you really don’t care.  For me, football leaves me cold,  I don’t dislike it, I just have no feelings about it whatsoever.  When it comes to your business, this state of mind is one you… Continue reading 4 signs your team or customers are disengaged (And what to do about it!)