Easy to say, hard to do: Five lessons in being customer-led

Commercially successful businesses deliver what customers want, says Peter Duffy, who shares lessons he’s learned at easyJet, Just Eat and Moneysupermarket.com.

What does being customer-led really mean? 

According to Peter Duffy, “It’s really about hearing what your customers are telling you, whether they’re saying that to you or whether that’s just what they’re feeling.” 

The reality is often very different,...