It is very sad to read of the passing of CX Legend, Tony HSIEH. He and his team, pioneered so many fantastic service innovations. To be honest, in recent years, I have tended to cringe […]
The long awaited and much heralded, launch of the new service started this week following Ocado’s split with Waitrose. Big claims were made as to how this would revolutionise the home delivery market by introducing […]
Of course, everyone knows that John Lewis is legendary for its service but today, legendary status is not enough. Providing a great experience is essential at all times.This story concerns a mother who booked an […]
CX HEROES & VILLAINS This is borrowed from Katie Stabler CCXP and a leading CX Professional.“ASICS I love you but you are yet another example of a company who has reacted to the demands of […]
I have just finished re-reading “thebook,thefilm,the-shirt” by Matt Beaumont, a humourous book about the stupidities of the advertising world. Just as I was thinking, very funny but not the real world, I saw this story […]
Supermarkets have come out well during LOCKDOWN, adapting quickly, cheerfully & positively to a sudden challenge. But the name that comes up most is TESCO. Whether, it is individuals helping customers or volunteering in distribution […]
CX HEROES & VILLAINSHEROES: McDONALDS – VILLAINS: THEIR WELL- KNOWN RIVALS This story is borrowed, with permission, from my PSA colleague, GEOFF RAMM, outstanding Celebrity Service Keynote Speaker.“We took the kids to a well-known burger […]
ALL RETAILERS WHO GAVE AWAY EASTER EGGS, including R&E Family Butchers, Letchworth A number of retailers gave chocolate eggs away leading up to Easter and several of my followers sent me details. I decided to wait until after Easter, before publishing as I did not wish to put unreal demand upon the shops concerned. The first such story was sent in by very good friend and former star colleague, Anne-Marie Lose, who will be known to many. The small local shop posted “We have decided that we would like to spread a little bit of Easter cheer. So if you are in the shop or having a home delivery, please let us know if you have little ones at home as we will be giving out complimentary Easter eggs”. This is a great act of kindness from a shop that sell meats not sweets. Well done to ALL retailers that did this or something similar. In fact we would love to hear of any stories where an individual or organisation, has gone out of their way during this difficult period. I prefer to forget about “Villains” right now but will publish any submitted.