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The majority of customer experiences are judged on the single criteria of the quality of the customer service.This is valid but not always appropriate. Customer service should be the end result of a series of exchanges and not the sole deteriminant of how good a company has performed. The old adage that “coffee stains on the passenger [...] Tesco Metro in Berkhamsted don’t seem to understand the basics of customer service.It seems that every little help is too much effort…. They open at 7am and staff are there to clean and bake at 5.00am. At 8.00am the baked goods are rarely on the shelf…why?No idea… The delivery could be late of course which could account for [...] I spent yesterday in London and was musing about the ease of getting good coffee and the lack of a good place to have tea. It made me think about the old Lyon’s Tea Houses and how popular they were.At one time they were Europe’s largest chain of restaurants if you took into account the Corner [...] Big day for England as they take to the pitch,vital that they do convert the expectation into action and a good result. They really are taking to a field of dreams.Dreams of another world cup glory and to give us something to cheer about. This made me think of the film,Field of Dreams, and the line in [...] Knowledge management (KM) comprises a range of strategies and practices used in an organization to identify, create, represent, distribute, and enable adoption of insights and experiences. Such insights and experiences comprise knowledge, either embodied in individuals or embedded in organizational processes or practice The above is taken form Wikipedia and says very clearly what KM is [...] It is nearly 25 years since Coca Cola decided to give the world New Coke and a text book example of how not to do marketing by ignoring loyal customers. Background In 1985 Coca Cola unveiled New Coke on the world. This was a new sweeter recipe that was to replace the “secret formula” that had been [...] |
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