Hospitality, Travel and Tourism
Grounded: CX lessons from the summer flights fiasco
Travellers have regained their confidence to fly again. But for some, trust that they will ever take off has been broken. The summer flights fiasco continues. The mayhem could go on for months. Nevertheless, there are valuable CX lessons for airlines and airports (two reputations are at stake – [...]
Why there’s a CX empathy gap and how to close it
We humans are not limited by rational thinking. We can be unpredictable. The decisions we take are weighted by our emotions. We use emotional intelligence (EI) to understand, use and manage these emotions in positive ways. Empathy, the ability to understand and relate to the thoughts and feelings of [...]
Ryanair Ignores The Link Between Customer Experience and Employee Experience
Ryanair Ignores the Link Between Customer Experience and Employee Experience Ryanair demonstrates what happens when leadership ignores the link between the customer experience and their employee experience. Ryanair and its customers have suffered a wave of strikes over recent weeks with German pilots joining Irish, Belgian, Swedish and Dutch colleagues [...]
Customers are up in arms – will the Ryanair brand suffer long term damage?
Ryanair raises some interesting questions for those of us working in the customer experience space
British Airways To Fly to Serve – seems a long way from the reality
Despite the operational complexity facing an international airline like British Airways, its challenge is essentially a very simple one
Holiday hire car customer experience – heaven or hell?
Holiday hire car customer experience - heaven or hell? Posted 12th August, By John Aves. I have just returned form a fantastic holiday in Spain. We had a great time despite the fact that the experience we had when we hired a car left a lot to be desired. Our [...]