AR & VR in travel – 4 levels of immersive experience
As we head towards 2018 and beyond… will 2020 vision be augmented? A practical review of the changes in customer experience for the travel industry through AR and VR or what Gartner in…
Did Dove behave like bad boys? Don’t forget: customers drive your reputation!
Do you remember how Dove not only shot themselves in the foot but then carried on and removed a couple of toes for good measure? To many it was always…
Ryanair has a customer-centric approach, but it’s not what you think
I recently co-wrote a report on customer-centric strategy for NextTen that included Ryanair as a (positive) case study. The recent problems with pilot scheduling might cause me to make a hasty edit…
The challenges that drive a Supercompany
In identifying Supercompany Thinking as the mindset that underpins high-performing companies, we’ve stressed that it’s not what these companies do but more importantly how and – most significantly – why they…