On Friday, my family and I went on a short trip to London (I know the picture is of Chester Train station - bear with the blog and you will understand why!). An overnight stay arranged at the last minute. Now those of you with families might agree, sorting out the logistics at the last [...]
For the last 20 years, Tesco has moved indomitably to become the UKs largest retailer. From being just a successful supermarket, Tesco now sells everything from mobile phones, to printer cartridges, to the latest designer fashions. Tesco even has its own bank. In becoming the giant it has today, Tesco stores have popped up like [...]
For years, John Lewis along with Amazon and First Direct have been widely heralded as the shining examples of how to deliver excellent customer experiences. Recent benchmarking studies from Nunwood (referenced in this marketing week article - http://www.marketingweek.co.uk/the-brands-that-run-rings-around-their-rivals/3030720.article) and Temkin Group (http://experiencematters.wordpress.com/2012/01/23/report-2012-temkin-experience-ratings-uk/) back up what most of us recognise - that John Lewis are still believed to [...]
I recently received an automated LinkedIn email advertising a new role at Barclays - Customer Experience Design Director http://www.linkedin.com/jobs?viewJob=&jobId=3159960&trk=fjr_results&goback=%2Ejob . On receiving and then reading the job description, three thoughts crossed my mind: 1. It is both encouraging and exciting to see that an organisation the size of Barclays has recognised the importance of Customer Experience and the [...]
