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sharminaktersss3435
Apr 07, 2022
In Wellness Forum
Ryanair shows what happens when leadership ignores the link between customer experience and employee experience. Ryanair and its customers have been hit by a wave of strikes in recent weeks, with German pilots on picket lines alongside colleagues in Ireland, Belgium, Sweden and the Netherlands, forcing the cancellation of 400 flights across Europe. Result: Thousands of customers disrupted with holiday plans during peak summer The strikes follow last year's disruption caused by the "booing" of the pilot list (as Michael O'Leary put it), which resulted in flight cancellations affecting hundreds of thousands of passengers. In an article last year, will Ryanair brand suffer long-term damage? We asked if the disruptions faced by customers would cause any lasting damage to the Ryanair brand. This is an even more relevant question in the wake of the events of the past few weeks. What's clear is that Ryanair's share price has fallen 35% over the past year - and shareholders won't be happy about that. So what's wrong with Ryanair, Europe's second largest (by revenue) and most profitable airline? This is a particularly interesting question for those of us who work in the industry mailing list experience space. "Customer experience" is what an organization delivers to customers every day through every interaction, both direct and indirect. Customer experience management asks executives to strategize on what they want their brand and company to be known for, which customer segments to focus on, and what combination of cost/price, product and service strategies best serve them and their customers Select effectively. The goal of any customer experience strategy is to provide a differentiated experience to target customers based on superior service, leading products, or lower prices that drive profitable growth. Ryanair's business model was inspired by the success of Southwest Airlines, the world's largest low-cost airline based in Dallas, Texas. Southwest Airlines has a very clear ethos: "Customer service comes first to us...From the moment you book your trip to the moment you get off the plane, our mission is to make your travel experience better...Low fares don't mean Low service.” The company’s primary focus is people. They employ attitudes and train the skills needed. The hiring process focuses on finding candidates who exude enthusiasm, friendliness, personal pride and company spirit. Southwest Airlines has long recognized that customer experience and employee experience are inextricably linked. As Peter Simpson, former commercial director at First Direct, said a few years ago, "If you're a different brand style to your employees, you can't pretend to be a brand style to your customers."
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