Customer Feedback – Why Bother?

This weekend I received an email from Starbucks. The title of the email was ‘My Starbucks Idea’. I was made aware of this initiative a couple of years ago – a genuine proactive initiative to involve customers in a discussion to essentially make Starbucks better. A tool to ensure that customer feedback is used positively and […]

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Tesco: Hero or Villain – You Decide

For the last 20 years, Tesco has moved indomitably to become the UKs largest retailer. From being just a successful supermarket, Tesco now sells everything from mobile phones, to printer cartridges, to the latest designer fashions. Tesco even has its own bank. In becoming the giant it has today, Tesco stores have popped up like […]

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John Lewis – are they still the best when it comes to customer experience and service?

For years, John Lewis along with Amazon and First Direct have been widely heralded as the shining examples of how to deliver excellent customer experiences. Recent benchmarking studies from Nunwood (referenced in this marketing week article – http://www.marketingweek.co.uk/the-brands-that-run-rings-around-their-rivals/3030720.article) and Temkin Group (http://experiencematters.wordpress.com/2012/01/23/report-2012-temkin-experience-ratings-uk/) back up what most of us recognise – that John Lewis are still believed to […]

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Are Barclays looking for the ‘right’ CX professional?

I recently received an automated LinkedIn email advertising a new role at Barclays – Customer Experience Design Director http://www.linkedin.com/jobs?viewJob=&jobId=3159960&trk=fjr_results&goback=%2Ejob . On receiving and then reading the job description, three thoughts crossed my mind: 1. It is both encouraging and exciting to see that an organisation the size of Barclays has recognised the importance of Customer Experience and the […]

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