I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special in order to compete in the internet age, say book trade experts’ You would find it hard to disagree with the statement. The number of Bookstores physically present on UK [...]
This week I am delighted to feature a new guest blogger. Steve Drake is a Retail Director with a wealth of international and UK experience, across both the strategic and operational aspects of the customer experience mix. His post is a personal story that questions the lack of transparency that some retailers have with their [...]
I first wrote a blog post about Tesco two years ago. Entitled 'Tesco: Hero or Villain – You Decide', I made the case for Tesco being a hero - achieving huge financial success due to its ability to do everything the consumer wanted it to do. I wrote: Being blunt, Tesco have done what every retailer [...]
Every week friends and family share stories with me. The stories are a reflection of what is happening in the real world - the world we all live in as consumers and customers. Whilst many of the stories are positive reflections of people doing great things, more often than not, the story is one that [...]
Who was it that said 'rules were meant to be broken'? Depending on what you believe via the World Wide Web, the source ranges from a proverb, to General Douglas MacArthur to Richard Nixon. Wherever the phrase originated, when it comes to Customer Experience, it is one that is extremely apt. The question is, should [...]
Please allow me to introduce you to my good friend David Hindle. Sales is not one of my strong points - but it is something that David excels at. David is not a traditional 'business development executive' - he understands the genuine importance of customer experience, and sustaining long last customer relationships. Having spent over [...]
This is the first time I have written a review about a restaurant. Although I am not a restaurant critic, I would love to be paid to eat out in the finest restaurants on a regular basis! Sadly, I will have to make do with producing my own independent reviews of my customer experiences and reap [...]
It is difficult to find anyone who does not like John Lewis. It is difficult to find anyone who does not trust John Lewis. The UK department store with the distinctive green and white logo has been the undisputed retail King of customer satisfaction for many many years. In my 42nd year, I can still recall as though [...]
Many congratulations to Currys PC World for being the first to feature in my new series of 'customer experience reviews' that will become a staple on my blog going forward. As regular readers of my blog are all too aware, I often use real life stories to bring the subject of customer experience to life - so [...]
As a consumer, there are occasions when I am interacting with an organisation that my heart genuinely sinks. There are times when I think to myself, 'oh no - not again'. Sometimes I will even express my despair out loud. More often than not, the cause of my anguish is driven by poor customer service. [...]
