Why the Sainsbury’s/Asda merger is short-termist and simply dumb

The old retail model is dying – consolidation merely postpones the inevitable The news that UK supermarket Sainsbury’s and Walmart subsidiary Asda plan to merge may have been judged a great move by many analysts but it’s not. It’s short-termist. It panders mainly to the immediate shareholder value issues and, as so often happens, the … Continue reading Why the Sainsbury’s/Asda merger is short-termist and simply dumb

Customer service basics can make all the difference (part 2)

In the first part of this two-part article I dealt with some examples of keeping the customer informed and managing their expectations. There’s a common theme emerging in both those and the following examples of basic customer service – and my experiences over the post-Christmas period emphasised this: Communication is everything Here’s the remaining four … Continue reading Customer service basics can make all the difference (part 2)

Tales from the sharp end #2: IKEA, memory and the peak-end rule

Last week I committed on Twitter to revisit IKEA’s customer experience. There’s nothing like encouragement to get you going so as IKEA’s twitter channel quite liked the idea, here goes… History time I’ve been an IKEA customer for nearly half my life (which makes me wonder if my house should look a bit more Scandinavian than … Continue reading Tales from the sharp end #2: IKEA, memory and the peak-end rule