Carping is essential but let’s celebrate the stuff that goes right as well - however mundane it might be
(2 minute read) Customer-centricity is the way forward It’s that time of year when we have a succession of variously-coloured days: Black Friday pre-Christmas and Blue Monday today, allegedly the time of year when people are most depressed. To add to the spectrum there was a super blood wolf moon visible in the middle of … Continue reading Good news for Blue Monday: the High Street’s not dead – yet
The survivors of "retail hell" will be those that are prepared to change the way they think about customer experience Reports of the death of the high street may have been exaggerated in the past but the decline in shop sales versus the increase in online sales reported over the Christmas period suggests that retail … Continue reading The death of high street retail? Bring it on!
Responsible use of data can help If there’s one thing that gets me going it’s being told I should change my behaviour in order to affect something of global significance. Don’t get me wrong, I recycle religiously, drive a small car and don’t eat a lot of meat but nevertheless my inner libertarian gets worked … Continue reading Can customers win the fight against global warming?
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
Pretty soon, there may be no Homebase at all My track record as a DIY-er is not all that great, but I’m thinking I could have done a lot less of a botched job than Australian company Wesfarmers did when they acquired UK DIY retail chain Homebase back in 2016. The analysts’ views could not … Continue reading There’s no place like Home(base)
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)
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
I’ve been working in financial services on and off over a period of more than 20 years and the debate over how many branches a bank needs has been going on for at least that long. So it was good to see the Financial Services Club keeping the debate going this week. Despite money becoming increasingly virtual … Continue reading Branch banking? Let’s get personal!
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?