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Customer experience lessons to be learnt from BA

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You probably noticed yesterday, the very strong message coming from frustrated BA travellers, that no one was helping them, listening to them, or in any way handling their complex problems.

From a BA staff perspective, this was a day from hell. Thousands of upset, disrupted, needy passengers, all asking for information, wanting substitute flights, hotel rooms – and of course there was very little that the people on the ground could do about any of it.

So they retreated … [Read more...] about Customer experience lessons to be learnt from BA

Was the customer EVER ‘always right’?

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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, … [Read more...] about Was the customer EVER ‘always right’?

Shame on you Boots

What happened to the Plastics Pact?

The news that Boots has digitised its Advantage loyalty card programme was completely overshadowed today by the unexplainable news that it was replacing paper subscription bags with plastic.

"Livid" and "baffled" customers have been complaining to the company and at least one was so incensed she took her bag back to the store with "shame on you!" and "paper, not plastic!" written in capitals in black marker pen.

Boots joined the … [Read more...] about Shame on you Boots

Coca-Cola wants to be understood

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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

UK first market for blockchain loyalty

Money transfer company trialling blockchain platforms

Payment institution MoneyTO Ltd, specialising in migrant remittance services, is launching a blockchain-based loyalty programme.

The first loyalty tokens are planned to be available for distribution to the customers in December 2019.

The programme is aimed at rewarding customers with the loyalty token. Security is being touted as a prime reason for the blockchain, with the claim that once credited … [Read more...] about UK first market for blockchain loyalty

Lush has left the channel

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Tired of fighting algorithms, tired of social media life

Lush, the homemade cosmetics retailer, is not the first brand to close its social media channels. Weatherspoons did it to a great deal of publicity last year, and countless celebrities have switched off their feeds. Even Laura Kuenssberg, BBC Brexit commentator extraordinary, is taking a Twitter break  - until nearer the next deadline, we presume.

The interesting part of the Lush announcement is that it aims to … [Read more...] about Lush has left the channel

It’s not price that keeps us returning to Amazon, it’s convenience

It's not price that keeps us returning to Amazon, it's convenienceJohn Lewis results sad but not surprisingI bought a stair-gate today. This should have been a fairly easy purchase, but it was made difficult because I hesitated in Aldi last month and missed their offer.  … [Read more...] about It’s not price that keeps us returning to Amazon, it’s convenience