My week in CX #8

Delays to last week’s customer experience owing to some pressing client work means that I’m casting my mind back to about a fortnight ago… if only I had some memory enhancement to help me… more on that later. It was a week in which tech matters seemed to come to the fore, particularly in the area of artificial intelligence (AI) where the future may be arriving, albeit slowly.

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Dog days: when brands bite

I like the occasional beer, and I like brands that position themselves as something a bit different, so it was disappointing to read of the contortions that self-styled punk brewers Brewdog went through when their solicitors asked Birmingham pub The Wolf to change its original name – The Lone Wolf – as it conflicted with the brewer’s new spirits brand of the same name.

Brewdog’s actions sit uncomfortably Continue reading “Dog days: when brands bite”

My week in CX #2

Unhappy feet

It’s been a good week for my own experiences as a customer covering everything from pubs to running, although not at the same time. Let’s start with the running…

Runner’s needs met?

Lately I’ve been dogged by a pain in my heel, most noticeable when running and I think I can attribute it to some otherwise super-comfortable running shoes I bought from Runnersneed last year. A brief internet search just now – which I normally avoid because of the risk of early-onset hypochondria – reveals Continue reading “My week in CX #2”

Service Smackdown 6: Casual dining, casual service?

It’s an occupational hazard of this line of work that I feel obliged to fill in online feedback forms whenever the opportunity is presented. Recently I’ve been invited to do so by two outlets operated by Tragus Group – whose website proclaims they are one of the UK’s largest casual dining groups and their brands include high street favourites Strada, Bella Italia and Café Rouge. As they use the same survey engine it seems a good opportunity to promote a Service Smackdown bout between two evenly-matched  opponents: in the red corner, armed with several bottles of lethal brew, the Belgian Bruiser that is Belgo; in the blue corner, with an audience of adoring fans across the country, I give you Strada! Seconds out…

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Service Smackdown 5: Apple and the road to power

This is not so much a straight fight but more a series of skirmishes along the road to power – the power in this case being the power supply enabling my wife’s new iPhone to function effectively.  It’s a story of persistence in the face of supply chain problems and one customer service rep’s action turning a mediocre and frustrating experience into superior service…

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Service Smackdown 4: Man vs IKEA

During a period known in these parts as ‘between contracts’ I have been doing a fair bit of home improvement and, inevitably, this has involved a trip to the temple of home-furnishing-and-lifestyle that is IKEA. Time then to put myself into the ring to take on the Swedish behemoth in possibly the most one-sided bout in the Smackdown series. But first a bit of history…

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