Guilty before proven innocent – how not to treat your loyal customers

I sometimes come across stories that make me question whether or not the principle of 'customer experience' is even scratching the surface in society today. Stories that make me question whether or not organisations we transact with on a daily basis even know what is happening to us as we part with our hard earned [...]

‘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

‘I just want to know how many calories!’ – the need for honesty, transparency and clarity in the customer experience

Unless you have been living in a cave, you could not have avoided the recent horse meat scandal. The scandal is still raging in fact, with the focus most recently shifting to the meat that is really in our curries. One of the key words that underpins any customer experience is TRUST - something the [...]

By |2015-04-13T13:35:05+01:00March 11th, 2013|Customer Journeys, Retail|1 Comment

‘Don’t judge a book by its cover’ – Justin King’s response

Many of you that read the blog post featuring the experience of Helen Kewell ( will be extremely interested to know if Sainsburys responded to the blog. You have probably guessed by the title of this post that they did. To their credit, Sainsburys responded very quickly, advising that it would be passed directly to their [...]

‘Don’t judge a book by its cover’ – it does not matter what you look like, a customer is a customer

This is Helen Kewell. I met Helen and her husband Nick last year whilst attempting to climb too many mountains in too short a space of time. Helen is a very intelligent, witty, attractive mum of three - I am sure she will not mind me saying that she does not look like she has [...]

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