@Morrisons customer service: Fluke or designed to delight?

At the end of May 2013, I wrote a blog post about a loaf of bread. Whilst this might sound rather odd to those of you who have not had the chance to read it, the loaf of bread itself was not the centrepiece of the story. The story centred on the use of social [...]

By |2015-04-13T13:28:49+01:00July 30th, 2013|Customer Journeys, Recovery, Retail, Social Media|4 Comments

‘The managers promise’ – what do you commit to doing for your people?

'I promise to...' are three words commonly used in everyday life. From husband to wife (and vice versa); child to parent (often); company to customer (sometimes). Promises are broken as often as fulfilled, but they are made all the same. The intent is usually there, and that intent is a key driver of relationships. One [...]

By |2015-04-13T13:28:57+01:00July 24th, 2013|CX Strategy, People|1 Comment

‘It’s a…..baby!’ The greatest experience of them all

As news breaks that the Duchess of Cambridge has gone in to early labour, the media furore that will ensure the world shares her joy (and pain) is already in full flow. With Our future King at her side, the Queen's third great-grandchild will very shortly be with us. There are few experiences that every [...]

By |2015-04-13T13:29:06+01:00July 22nd, 2013|General|0 Comments

‘We only want one room!’ Will your summer holiday experiences create the right memories?

As the UK basks in glorious sunshine, many of us have already got into the summer holiday spirit. With the school holidays here or about to commence, suntan lotion is being stocked up, new bikinis and swimming costumes being purchased, and plenty of reading material is being downloaded onto Kindles. Whilst it is impossible to [...]

By |2015-04-13T13:29:11+01:00July 16th, 2013|Customer Journeys, Travel|7 Comments

‘I’m not serving you!’ When is the customer NOT always right?

You can be pretty certain that when Jo Clarke went to buy some groceries at her local Sainsbury's store last week, she did not expect to see her face on the pages of every national newspaper the following day! When a checkout assistant refused to serve her because she was deep in conversation on her phone, [...]

By |2015-04-13T13:29:25+01:00July 10th, 2013|Customer retention and loyalty, People, Retail|8 Comments

‘What a brilliant day!’ How communities can help revive Britain’s High Streets

This is the historic city of Chester in North West England. With Roman remains a plenty, including the largest uncovered amphitheatre in Britain, the beautiful River Dee, and the world-famous 'rows' (two rows of shops - one on the top of the other) along the four main streets in the city, Chester has a huge amount [...]

By |2015-04-13T13:29:44+01:00July 8th, 2013|Retail|5 Comments

Restaurant, drinking house, play centre or social club – just what makes a good British pub?

In May this year, the Daily Mail reported that the number of pubs closing on a weekly basis had risen to 26. 26 closures a week!! What an astonishing statistic. At a time when you would imagine that the great British public might seek solace in a little tipple, the establishments that used to be [...]

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