Uber says it will deactivate riders if their rating drops below a certain level, which raises the question whether this heralds the end of the notion that ‘the customer is always right’. But was the customer EVER always in the right? Hotels and restaurants have a way of being fully booked if an obnoxious customer wants to use their services, and so do most other service industries. Even in retail stores, staff are adept at removing those who are difficult, unruly or rude. Online, it … [Read more...] about Was the customer EVER ‘always right’?
Soft drink brand now has a “real point of view” Coca-Cola, the behemoth of a soft drinks brand that used to be marketed as ‘the real thing’ with a catchy tune, is turning away from its former marketing which told a story. It is piloting instead a new experience led approach to make sure that as a brand, Coca-Cola “has a real point of view now as people want to understand what a brand stands for”. Really? Do they? When is the last time you had a discussion about what … [Read more...] about Coca-Cola wants to be understood
Shopper discounts on clothing Asda supermarket, a long time loyalty refusenik, is trialling George Rewards for its clothing and homeware brand. This will be Asda's only loyalty scheme available to shoppers. Asda supermarket, a long time loyalty refusenik, is trialling George Rewards for its clothing and homeware brand. This will be Asda's only loyalty scheme available to shoppers Even though gripped in its current battle to merge with Sainsbury’s Asda is clearly taking a … [Read more...] about Asda trialling George Rewards