So they want us to go back to work in crowded trains, to negotiate busy streets and to spend our days in multiple occupancy tower blocks, where offices have to be accessed by squashed lifts and … [Read more...] about Don’t ask us to go back
Comment / Opinion
I challenge you to have missed the marvellous Twitter stream of comments when a picture of a Morrisons employee holding an umbrella above a dog in the rain was captured for … [Read more...] about Customer loyalty is a doddle if you include a dog
End of the centre seat
Its great to applaud the good stuff during a world pandemic. There is of course Captain Tom – happy 100th birthday Sir - who has raised £26m for the NHS and … [Read more...] about Finding reasons to be cheerful
Getting prepared for the middle and the end
When we get through this challenging ordeal – for get through it I am certain we will – and when the shops re-open, and the commuter trains … [Read more...] about How will your customers feel about you tomorrow?
The most unexpected things appeal to our customers. Did you know for example, that the most popular YouTube video for India, in September, with over 50 million views, is for DSP Mutual Fund, an … [Read more...] about Expect the unexpected
Millennials are being accused of killing everything from pet food to alcohol. This less than scientific claim is based on the volume of tweets calling for said staples of our modern lives to be … [Read more...] about If #millennials are killing … is to be believed, life is about to change
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 … [Read more...] about Customer experience lessons to be learnt from BA
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’. … [Read more...] about Was the customer EVER ‘always right’?
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 … [Read more...] about Shame on you Boots
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 … [Read more...] about Coca-Cola wants to be understood