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Balancing compliance and marketing relationships in the air travel industry
If you have flown in and out of the UK in the last couple of years, you might have noticed that you need to provide your passport details well ahead of travel. Yet, you don’t have to do this when you...
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Consumer Data and the ‘War on Terror’
The book that I co-authored with Kirstie Ball, Elizabeth Daniel, Sally Dibb, Maureen Meadows and Keith Spiller, has been featured in ‘Research Reporter’, the research newsletter of the Faculty of...
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RyanAir CMO says: It’s not cheap. It’s smart.
What do RyanAir, Aldi, Ikea, H&M and Amazon have in common? According to Kenny Jacobs, Chief Marketing Officer (CMO) at RyanAir, these are all brands that appeal to customers because they allow...
View ArticleWhen loyalty programmes backfire: loyalty, entitlement and complaints
Disappointed customers complain. And while really loyal customers may be more forgiving that others, when they do feel disappointed and complain, they are particularly difficult to recover. These...
View ArticleHow service failures impact on what matters for customers
I came across an interesting paper that explored how the drivers of customer satisfaction changed in the event of a service failure vs. normal service, and how different types of failure influenced...
View ArticleCustomer service via Twitter – what a missed opportunity for airlines
Twitter can be a great channel for customer service. As my own research shows, customers see Twitter as a quick way of solving problems, obtaining information, and connecting with (and learning from)...
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