Airlines Banking Consulting Customer centricity 
Beyond Philosophy
OCTOBER 7, 2021
However, customer loyalty necessitates thinking long term. Wells Fargo is a big retail bank in the U.S. Airlines have this a bit, too. Many times, you fly an airline even when you don’t like them. In this case, consider Ryanair, the budget airline in Europe. Do you take their customers for granted?
Beyond Philosophy
JULY 5, 2015
In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.
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Beyond Philosophy
MARCH 31, 2020
Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. It is in instances of trouble, problems and even more so – crisis, that the true nature and customer-centricity of organizations (and politicians) is shown.
Beyond Philosophy
JULY 13, 2016
What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Register here today !
Customer Guru
APRIL 10, 2018
Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves. Given this understanding, how can we be customer-centric?
Micah Solomon
NOVEMBER 15, 2015
As a corporate culture consultant and as a speaker, I hear clients frequently voicing this concern. Consider for a minute Southwest Airlines and the lengthy list of would-be category killers that have tried to imitate it: United Airlines’ United Shuttle. Continental Airlines’ Continental Lite. Delta’s Delta Express.
Beyond Philosophy
JUNE 7, 2016
Whether, as Bob Thompson discussed, the strategy focuses on touchpoint improvements, seamless customer-focused journey, or delivering stand-out, branded experiences (think Zappos, Trader Joe’s, Wegman’s, Southwest Airlines, Zane’s Cycles, Metro or Umpqua Bank), any company can do experience lagniappe. and Metro Bank in the U.K.
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