By investing in a new safety video BA opens itself to criticism from passengers who have seen numerous cuts in service
Are we now seeing a new breed of company that can drive costs down and at the same time deliver sector leading customer satisfaction?
Despite the operational complexity facing an international airline like British Airways, its challenge is essentially a very simple one
We challenge ourselves to design a training experience that is the most memorable and fun that participants’ have ever experienced
The challenge for M&S is to establish a shopping experience that customers enjoy and are excited by.
Behavioural science matters because it shapes the memories and feelings we take away from an experience.
Loyalty schemes represent a multi-million-pound industry. Many businesses have got a finger within the loyalty ‘pie’. Tesco have the Club Card, Boots have the Advantage Card and Sainsburys are part of the Nectar network.
Satisfaction used to be the standard. People used to be perfectly happy with ‘satisfied’. But something has changed. In fact, a number of things have changed.