In a week in which my customer experiences revolve around eating, I give some feedback, find out how much my advice is worth, eat far too much pizza and receive more communication from the mysterious Amy Ingram... Expectation Gap Through a combination of laziness and the fact that I get a regular stream of email … Continue reading My week in CX #9
My social media credibility – recently boosted by having a tweet ‘favorited’ by a jazz pianist admired by my 16 year old – has taken a bit of a dive as I was unaware of Waitrose’s recent Twitter campaign – #WaitroseReasons – asking people to complete the sentence “I shop at Waitrose because....”. Initial reaction … Continue reading Waitrose hashtag fail: too clever by half?
This is the first - in a series of completely unfair, no-holds-barred customer service evaluations of two similar providers based on recent experiences. First into the ring, Ocado, the pioneer online supermarket synonymous with Waitrose's high-end brands. And leaping over the ropes, here comes - uh - Waitrose, the high-end online supermarket. Confused? This post … Continue reading Can supermarkets deliver? Ocado vs Waitrose – Service Smackdown
I'm writing this whilst watching Spain play Portugal in the World Cup and, as I usually root for the underdog, I'm supporting Portugal. Having had a great experience in Portuguese-style piri-piri outfit Nando's last night I'm even more inclined to favour them. The secret? Over-compensation. Up to now I've been fairly positive about Nando's - … Continue reading Over-compensate for superior service
Following my earlier post on Chez Bruce's excellent customer service I met with chef-proprietor Bruce Poole to find out how he fosters a culture of service in his restaurant. His comments are an object lesson for businesses of all types aiming to raise the bar in service provision. Although he's a chef by training Bruce … Continue reading Chez Bruce: a passion for superior service
Two restaurant visits in the space of a week reinforced my view that it's getting the basics right that distinguishes a superior service from a purely functional one. Back in August we were celebrating my eldest son's birthday and arranged a couple of meals. The first was at the acclaimed South London restaurant Chez Bruce … Continue reading Getting the basics right: a tale of two restaurants