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 what factors were most important in driving customer satisfaction. The paper is entitled “The Impact of Service Operations Failures on Customer Satisfaction: … Continue reading How service failures impact on what matters for customers
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 general truths of business make it particularly important to understand disappointment in loyal customers. Researchers Xiaofei Li, Baolong Ma and Chen Zhou conducted a study about … Continue reading When loyalty programmes backfire: loyalty, entitlement and complaints
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 them to spend money smartly. It is less about “The brand is cheap. The customers are skint”. More about “The brand is … Continue reading RyanAir CMO says: It’s not cheap. It’s smart.
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 Business at Oxford Brookes University. The original article is here. Transcript below in case the link does not work for you. Surveillance, consumer data and … Continue reading Consumer Data and the ‘War on Terror’
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 travel between other destinations, say between Lisbon and Paris. The reason you need to … Continue reading Balancing compliance and marketing relationships in the air travel industry