The shipper is your retail experience – what travel companies can learn

A delay due to Storm Ciara means I didn’t get back yesterday – or today. Easyjet sort of coped. But there’s a lot of effort on both sides and lots of mopping up to do regarding payments and reclaims. On the good side, their app was actually up to date, the delay alerts came through […]

Amazon, then and now: what’s the not-so-secret secret?

I make no apologies for printing this Amazon shareholder communication in full. It’s rich in its simplicity on short v long term decision making and its investment in customers ahead of any need to do so. And fascinating to see the consistency with the 1997 communication shown below it. To our shareowners: As regular readers […]