In the age of disruption, Ryanair may best encapsulate the contrarian, rule-breaking streak sometimes required to conquer an antiquated industry. Just before the turn of the millennium, Ryanair was a tiny, impoverished Irish airline competing with the national carrier, Aer Lingus. As recently as 2017, it was the most profitable airline in Europe, operating 2,000 daily flights from 86 bases. Although the blue and saffron airline has recently hit a spot of turbulence largely thanks to Brexit – announcing 900 job cuts and a 21% drop in quarterly profits – the airline offers a fascinating case study in customer service maturation. This is the oft untold story of how Ryanair cleaned up its notorious customer service reputation by putting the customer first.
Retail is transforming at an increasing rate, and more than ever. Advances in Artificial Intelligence (AI) are changing interactions between customers and brands and are allowing many of these processes to become automated. However, despite these rapid changes, many customers still prefer interacting with an actual person, whether it’s in store with a floor representative, or on the phone with a call center agent.
As Harry Truman famously stated, “Not all readers are leaders, but all leaders are readers.” Wise words. Although this is true, how do customer service leaders strategically read to a) learn how to turn themselves into optimal leaders; and b) transform their teams into the high-performing customer service engines they aspire to be?![Are You Prepared for Unpredicted Spikes in Call Volume [Webinar]](https://fonolo.com/wp-content/uploads/2019/05/Are-You-Prepared-for-Unpredicted-Spikes-in-Call-Volume-Webinar-450.jpg "Are You Prepared for Unpredicted Spikes in Call Volume [Webinar]")
While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of picking up the phone to quickly and verbally resolve an issue (complex or otherwise) isn’t going anywhere anytime soon. The problem with this? According to an 
There are some amazing benefits to living in Canada (socialized health care, an abundance of maple syrup, and plenty of expressions for foreigners to mock, eh?). However, one clear downside is a lack of competition in the airline industry (that, and the proximity to polar bears).
It seems like, every month, Apple is coming out with a new product or service for its customers to take advantage of, a gadget or a gizmo to “improve” their lives. A steady stream of people visit Apple stores to view, purchase, or try out some of its convenient gadgets hands-on. If you’ve ever walked through a mall where an Apple Store is present, you’ve seen the phenomenon: A mass of people congregating within its glass walls, standing at the product kiosks, handling items with interests and speaking with customer service professionals about the latest and greatest in Apple technology. When you have hundreds of people walking through the doors at any time, one can only imagine the demand on its customer service professionals.
