Beyond Philosophy

JUNE 9, 2015

Ryanair announced this week that they had 66% ($948m) increase in full-year profits. Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results. It will be a cold day in Hades before I step foot on a Ryanair plane to “experience” it myself.

Loyalty 60

Loyalty Loyalty Programs Airlines B2C 60

Beyond Philosophy

FEBRUARY 10, 2016

Of the many ways a Customer feels when they interact with your organization that drive value for your bottom line, do you think “feeling hated” is one of them? Again, “feeling miserable” is not an emotion that fosters Customer loyalty and retention. Ryanair: Profits Do Not Equal Loyalty.

Travel 60

Travel Hotels Culture User Experience 60

Lumoa

OCTOBER 31, 2018

We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? In Europe, the Ryanair debacle is the most prominent case of all. As more companies figure out how to do this, in the future customers will demand it or leave.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Beyond Philosophy

AUGUST 27, 2015

Ryanair has an airline that’s giving it a run for its money—on being the worst airline ever! After all, it’s the least they can do, as the passengers will already have their shoes off! Samoa Air has been doing it since 2012. What do you think? Ryanair: The Start of the Decline? Like a toddler-kicking-a-seat fee?

Policies 60

Policies Airlines Transportation Course 60

Currency Alliance

OCTOBER 27, 2017

We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector. Unfortunately, the customer loyalty sector has not kept pace. Most loyalty programs still retain largely the same design as 20 years ago.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45

Currency Alliance

APRIL 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? As CEO, the time you can dedicate to your loyalty program is probably close to zero. Most loyalty programs report how many members they have. Nobody granted those loans on a whim.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52