@Morrisons customer service: Fluke or designed to delight?

At the end of May 2013, I wrote a blog post about a loaf of bread. Whilst this might sound rather odd to those of you who have not had the chance to read it, the loaf of bread itself was not the centrepiece of the story. The story centred on the use of social [...]

By |2015-04-13T13:28:49+01:00July 30th, 2013|Customer Journeys, Recovery, Retail, Social Media|4 Comments

18 hours – how a loaf of bread helped improve the customer experience

It is no secret that I am a fan of Twitter. A regular 'tweeter' I have grown to be a fan over the last couple of years. Not only does it allow me to get up to the minute information on essential news and sporting activity (such as the Leyton Orient score - sad but [...]

By |2015-04-13T13:31:14+01:00May 28th, 2013|Channels, Recovery, Social Media|23 Comments

Trust – the embodiment of customer experience

Trust – a small word that means so much. It is a word that plays an enormous part in all our lives. A word that epitomises our start in life – from the minute we enter in to the world, we immediately have complete trust in the people who care for us. As we grow [...]

By |2024-02-07T10:54:30+00:00April 25th, 2013|Customer retention and loyalty|3 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

Apathy – whose fault is it?

My wonderful wife is the first to point out that I am not necessarily the best customer. Doing what I do for a living, I fully acknowledge that I am very conscious of the experiences I have as a customer - wherever that happens to be. Sometimes this leads to me 'harping on' about how wonderful organisations [...]

By |2015-04-13T14:06:44+01:00October 30th, 2012|General, People|10 Comments
Go to Top