I’m writing this towards the end of the fortnight where my area of SW London experiences a quantum leap in busy-ness as the streets are thronged with people heading for the Wimbledon tournament at the All-England Lawn Tennis Club. As I write, the UK has reverted to its default state of no title contenders despite Johanna Konta’s spirited efforts and Andy Murray’s struggles with injury. However, there is a British winner Continue reading “The UK’s Wimbledon winner”
It seems only right that since my last piece was on the on the importance of saying goodbye, I should deal with the even more important area of a good welcome. Feeling like you are a valued customer from the moment you enter anyone’s premises – and that includes online premises – taps into a deep emotional need and it’s a bit of a mystery to me why organisations don’t pay more attention to it.
I experienced a brilliant welcome when I visited a National Trust property Continue reading “Hello and welcome”
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…
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”
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”
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…
Sometimes I think it’s best to leave reviewing a good customer experience for a few weeks to see if it stays with you for a period of time. The test of a superior service is that when you think back to the experience you get the same positive emotional reaction that you got the first time. So that – combined with a busy schedule recently – is my excuse for not posting an immediately positive reaction to the Novotel in Ipswich.
Driving down the A1 from a holiday in Yorkshire the other week we were in need of a coffee so pulled in at Grantham North service area. Years of UK driving have lowered my expectations of service stations considerably but Sunday afternoon at Grantham North set the bar even lower. However, this is a superior service post so read on…
Recently I spent an evening at the theatre seeing Yazmina Reza’s new play God of Carnage. It’s got an excellent cast (perhaps the only time you can see DI Rebus, Voldemort and Debbie Archer in the same bill) and only detains you for about 95 minutes. Its central, rather bleak premise sparked thoughts about the conditions under which superior service flourishes.
The New Year is typically the time when we resolve to give something up (looking at the date of the last post I wondered if I had temporarily given up blogging!) but for some businesses it’s time to think about making customers form a habit – with you.
I was struck by this thought recently Continue reading “Get your customers to form a habit”