I have already praised Pret A Manger's superior customer service but I'm happy to do so again as a little incident in my local branch demonstrated their overall philosophy and how they can wow customers where it matters - on the front line. I was getting my lunch at a fairly slack time and walked over … Continue reading The cost of loyalty – a free cup of coffee
Making a positive choice to deliver a Wow! service is a different strategy from avoiding an "Oww!" service. Unfortunately many organisations implicitly choose the latter by failing to positively choose the former. A cynic might look at the superior service examples in the previous two posts in this series and think that they illustrate examples … Continue reading Wow! 3) That’s what I call strategy!
When I was setting up this site my intention was to provide a source of stories about superior service from my own and others' perspective. So I was particularly pleased to find a book that contains just that. The only problem is that I didn't write it. Wow! That's What I Call Service! by Don … Continue reading Wow! 2) Learning from examples
This week's mini-series deals with the idea of the Wow! experience - literally an experience that makes you go 'Wow! That was great!' Later in the week we'll look at the Wow! Awards which contain the most comprehensive examples, in the UK at least. First, I wanted to share my own recent Wow! that shows that … Continue reading Wow! 1) Getting the basics right