Category Archives: Customer Experience

AARRR Framework

The AARRR framework is divided in 5 steps developed by Dave McClure in 2007. AARRR is a wonderfully simple and actionable framework to help you better understand your consumers and measure your and optimise your funnel. AARRR is the perfect tool to help you to make more informed data-driven decisions, and is used by some of the most powerful tech companies. Read more [...]

10 Traits That Make an Amazing Digital Leader

I have worked for some great Digital leaders and tried to follow what worked when I became a Digital leader myself. Here are the traits I think make an amazing Digital Leader: Act quickly and be willing to fail. Digital is the fastest moving cog in your business and if you hesitate you will be left behind. Failing is the best way to learn - just make it's a cheap and quick failure! Learn from failure, iterate and keep improving. Be a thinker and a "doer". The best thinkers are also doers Read more [...]

Very Sensible Principles for All Digital Projects From Government Service Design Manual The Service Standard can easily be reworded to apply to any business, not just the government. A transactional service must meet each criteria to pass the Government Digital Service assessment. If a service doesn’t pass it won’t appear on GOV.UK. Assisted digital support is an integral part of any service, helping users who can't complete the service on their own. The criteria Understand user needs. Research to develop Read more [...]

Marks & Spencer’s Sparks Reward Card

Marks & Spencer is to reward regular shoppers with access to exclusive food and drink masterclasses and personalised money-off offers, under its Sparks members club scheme being unveiled this month. The retailer said the ambitious move was based on its research, which showed that customers were fed up with being bombarded with “untargeted and irrelevant” generic deals and discounts, instead demanding tailored and priority offers as well as “money-can’t buy” treats. Its 2m “brand Read more [...]

Assessment of Ryanair’s ‘always getting better’ Programme

The original for this post is here and was written by Ian Golding. ( Love them or hate them, no-one can ignore the hard, simple facts. Ryanair are now the largest international airline IN THE WORLD!!!!! They transport more international passengers than any other. They have become so large, that they are the 6th largest airline overall – only surpassed with airlines that have significant domestic traffic. To put this into some perspective, they carry almost three times MORE Read more [...]

Ryanair’s ‘Always Getting Better’ Customer Experience Programme Pays Dividends

The number of passengers flying Ryanair has soared 12 per cent, with 9.55m traveling on the Irish airline in September, compared with 8.49m last year. Load factors - how many seats were filled - increased four percentage points to 94 per cent. "These record monthly numbers and load factors are due to our lower fares, our stronger forward bookings and the continuing success of our 'Always Getting Better' customer experience programme, which continues to deliver stronger than expected traffic Read more [...]