airlines
Customer Loyalty: I am not loyal, but why should I be?
May 13 by Ian GottsToo few loyalty schemes actually inspire loyalty, says columnist Ian Gotts. Here's why gaining customer loyalty means more than just a clever program. For years I ha...
Lean and the Most Turbulent Industry on the Planet
March 02 by Process Excellence NetworkIt's an industry that's at the whim of weather, under pressure from rising oil prices, at risk from terrorism...and even unpronounceable Icelandic volcanoes sometimes get in on the action. In this P...
BA Staff Strikes, the Icelandic Ash Cloud… Lean Leadership in Testing Times
November 09 by Helen WinsorIt's been a difficult year all round for many European airlines. Not only did they have to contend with the ongoing downturn in passenger numbers and business travel, but also had the fall out (pardon...