On a higher plane: How Ryanair refined its tone of voice and improved customer experience
To highlight how far Ryanair has come in the 10 short months since it embarked on its ‘Always Getting Better’ programme to improve the customer experience, you need only look back at some of the comments made by notorious chief executive Michael O’Leary.
“You’re not getting a refund, so fuck off.”
“We bombard you with as many in-flight announcements and trolleys as we can – anyone who looks like they’re sleeping, we wake them up to sell them things.”
“We think [passengers who forget to print their boarding passes] should pay £60 for being so stupid.”
“Short of committing murder, negative publicity sells more Read full story ›
Source: The Drum
