It's good to see that the shareholders of Ryanair have had a wake-up call and are starting to see that for long-term sustainable profits the fair treatment of customers is essential. The contempt, arrogance and machismo shown by CEO O'Leary for his customers has hopefully had its day.
Profits are set to dip for the first time in 5 years and the share price is making a dive south hitting the shareholders where it hurts most. To quote O'Leary they are now going to "stop unnecessarily pissing people off... [give] better customer service ....we're listening to you. We're responding to your needs".
This is a fine example of the need for shareholders to use their power and pressure to shape the businesses they have invested in for all stakeholders. Why? because it reduces reputational damage, reduces the costs of dealing with dissatisfied staff, customers, strategic partners etc etc builds trust and ultimately builds value.
Also good on easyJet for creating the competitive pressure and alternative "role model".
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