Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. It fills me with even less joy to have to do so about an organisation that I have previously admired. Regular readers of my blog know by now that I write about the good, the [...]

Buying shoes online or buying a car – which is the better customer experience?

There are a finite number of significant purchases we will make during our adult lives. By 'significant', I mean a purchase that has a minimum of four figures in it, with the first figure likely to be greater than 2. The first of these purchases will probably be the acquisition of our first vehicle - either [...]

We won the argument….but lost the customer!

In a break from convention (a change is as good as a rest), I have decided this morning to write a 'blogette' - a short blog post (story) about customer loyalty. The story is inspired by one of my social media gurus - the only problem, is that I am not sure which one! It is [...]

By |2015-04-13T13:28:16+01:00August 5th, 2013|Customer retention and loyalty|8 Comments

Maravilloso!! A Spanish lesson in customer retention

Cambio de Tercio is a Spanish restaurant in London. To be precise, it is a Spanish restaurant on the Old Brompton Road in South Kensington. I must make it clear that I am not a restaurant critic (although I would dearly love to be!!), and as such, this blog is not intended to be a [...]

What a lovely mug! The risks of taking loyal customers for granted

One would always assume that the more loyal the customer, the better service they may expect to receive from the organisation they have been so loyal to. You would not be excused for thinking that many organisations would be delighted to look after their long-standing customers with a vigour, to ensure that they remain as [...]

By |2015-04-13T14:07:27+01:00September 3rd, 2012|Customer retention and loyalty|8 Comments
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