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Customer research to improve customer experience, business performance and profitability
There has been a lot of comment recently on Twitter in particular about customers being left for a long time without their BT service…these comments have not been good on the hole.. customer rage has been at full tilt..search #BTcare on Twitter for a sample…customer complaints have been high As examples of good experiences they [...]
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Lovely weather and the chance to sit outside and have a light lunch with some friends… Cafes, pubs and restaurants are having their own Indian summer as people take advantage of the late summer rush and spend more time and money on having a nice time. This is the time when these outlets can make customers their [...]
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A nice meal for two on Saturday could easily have led to arguments and bad feeling….not between myself and my wife but between us and the restaurant. Everything started out well but then after having our drinks delivered things started to fall apart… We were given the wrong starters, not a mix up between our [...]
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One thing that I have learnt in nearly 30 years in business is that you have to look after your customers because if you don’t somebody else will! In the ever-automated world that we live in, larger businesses have rightly used technology to help them provide their products and services to their markets, quicker and [...]
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Last night was the end of the series of Secret Shopper the Mary Portas TV event that has opened our eyes to the changing customer service for the better. It was a great series with some cringe worthy examples of blatant poor customer service coupled with some pretty memorable lines,”West facing is the new South facing”from last [...]
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Next week sees the new Mary Portas series Secret Shopper starting on C4,Wednesday 9pm. This will be a must watch because it seeks to show warts and all the lack of customer service that seems normal in this country. Scary Mary gathers the evidence and confronts the chiefs to show them just how bad things [...]
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Stop asking me…. So you’re in Smith’s and you are just about to pay when the assistant asks,”would you like some chocolate,it’s on special offer,two for the price of one?” Or you are paying for your petrol and as you pay a never to be missed offer is up sold to you, Red Bull, three [...]
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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 [...]
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