A company like me: Beyond customer-centric to customer-engaged

istock 507753272 A company like me: Beyond customer centric to customer engaged

ALEX SEREBRYAKOV, Getty Images/iStockphoto

I’m going to start out by telling you a story about Ryanair.

In 2013 Ryanair, which had been known for its disdain for its own customers, underperformed, issuing two profit warnings. Needless to say, this scared their shareholders and they called for some action.