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

Brian Carruthers

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, as he knows only too well from his time at a diverse range of brands, from low-budget airline easyJet, through food delivery app Just Eat to his current position as CEO of the comparison site Moneysupermarket Group.      

“I can’t think of too many examples of commercially successful businesses that don’t really deliver what consumers want,” he told The Customer Catalyst event...

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