John Aves

Customers are up in arms – will the Ryanair brand suffer long term damage?

The mass of cancellations by Ryanair that has seen customers’ plans turned upside down has led to widespread condemnation of the low-cost airline. Andrew...

Top CX tips for delivering a ‘Branded Customer Experience’.

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology,...

How useful is customer satisfaction as a measure? Aldi tops M&S and Waitrose.

How useful is customer satisfaction as a measure? Aldi tops M&S and Waitrose. Research by the UK’s Institute of Customer Service involving 10,000 consumers has...

How to get employees to emotionally connect with customers through behavioural training

Companies like IKEA, Disney and Apple understand how to get employees to emotionally connect with customers through behavioural training. They understand that emotional connection...

‘Stage’ experiences to make your brand stand out from the crowd

 A new breed of company has emerged that is ‘staging’ experiences to engage customers and make their brand stand out from the crowd. Almost 20...

To Fly to Serve?

Despite the complexity facing an international airline like British Airways, its challenge is essentially a very simple one. Remain clear and single minded about...

Why executives should be interested in behavioural science

In my last post I looked at the way in which Ikea, whether they knew it or not, had drawn heavily on behavioural science...

Protected: Ikea: Behavioural science keeps us coming back

In a recent blog I looked at Ikea and the way in which they had moved beyond products and services to experience. Here I...

Do loyalty schemes drive loyalty?

Loyalty schemes represent a multi-million-pound industry. Many businesses have got a finger within the loyalty ‘pie’. Tesco have the Club Card, Boots have the...

If customer satisfaction is not enough, how do we create fans?

Let’s look first at why customer satisfaction is not enough. Or certainly no longer enough. Satisfaction used to be the standard. People used to be...

IKEA – From products to experiences

Our the last 25 years we have seen a proliferation of added value services provided by product companies as they sought to differentiate their...

What about when customers do not know what they want?

In the previous blog, we discussed how Customer Research, including VoC (Voice of the Customer) can be utilised to understand customers’ opinions and expectations...

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