NEWS FACE TO FACE


PETER


FANKHAUSER Thomas Cook


The boss of Thomas Cook talks brand heritage, overcoming crises and putting the customer at the heart of what it does. Lee Hayhurst reports


customer service, chief executive Peter Fankhauser puts a travel twist on a famous saying about empathy.


W


The 150-year-old company should, he says, “walk in its customers flip-flops” if it is to stay relevant and build on a brand that remains powerful, despite its troubles of recent years. Speaking ahead of Cook’s


full-year trading announcement, Fankhauser says the change he has overseen since taking the helm in 2014 has been the most transformative he’s witnessed in big business. “It’s about putting our


customers at the heart of our heart,” says Fankhauser referring to the ‘sunny heart’ logo brought in by his predecessor Harriet Green. “We have to care about the


customer. We want to be a total service-oriented business and


20 travelweekly.co.uk 24 November 2016


hen describing Thomas Cook’s renewed focus on prioritising


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