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Growth InsightsOur regular publication, Growth Insights, shares our experiences and lessons learnt on the many different aspects that drive growth and success in companies.
Culture change could transform Ryanair's growth
In 2013, after shareholder pressure Michael O’Leary, CEO Ryanair, proclaimed at their AGM that he was going to address their ‘macho’ culture and improve customer service. He did not set his sights on Southwest Airline’s aim to ‘be the world’s most loved airline’ but it was a start.
Many scoffed at O’Leary but early signals of improved customer service have already started. More business travellers are opting for Ryanair and the recent bumper results also show that improved service may be delivering.
In our last blog post on feedback we talked about how to elicit more feedback and avoid the feedback vacuum.
Now we share some insights into giving feedback. We have all experienced line managers who give poor feedback. They focus on the negative or what they call ‘constructive criticism’. This type of feedback is hard to digest, difficult to accept and generally not actionable.
When building a high performing team and maximizing our business potential we need to find a way to give feedback that results in change.