My week in CX #9

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

Can supermarkets deliver? Ocado vs Waitrose – Service Smackdown

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