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Tag Archives: Calin Rovinescu

Good leaders respond to customer feedback

Three months ago, I blogged about Air Canada and its new CEO, Calin Rovinescu.  Back then, I was cautiously optimistic; after two previous CEOs, Rovinescu was a welcome breath of fresh air.  Unlike his predecessors, he actually seemed interested in what his most loyal customers had to say.  With his senior management team, he met with groups of individual frequent fliers in cities across the country to get their feedback and input on how to create a better air travel product.  I was at such a meeting in Calgary in September and I was impressed to see that his team listened, asked questions, took notes, and pledged to turn things around both for disillusioned customers and a disconnected workforce.  Big news indeed for a company that has unfortunately developed a reputation of taking its customers for granted!  So, three months later … has Rovinescu been able to alter the negative perception of Air Canada that has plagued the minds of customers and employees for several years now? Continue reading

Good leaders listen to customers and employees

Generally speaking, Canadians love to hate Air Canada!  I fly them a lot, and I am well aware of my good fortune as most of my experiences have actually been positive.  Nevertheless, I can certainly understand why people get frustrated when flights are delayed, luggage is lost, and concerns and complaints either fall on deaf ears or are met with indifference.  Which is why recent actions by Air Canada’s new CEO Calin Rovinescu have caught my attention.  For the first time in recent history, a CEO at this organization actually seems interested in what customers and employees have to say.  Predecessors Montie Brewer and Robert Milton unfortunately created a culture in which both employees and customers felt both unimportant and unheard.  Not so with Calin Rovinescu. Continue reading