Tesco – From Disappointment To Customer Delight! That’s Poetry

Posted in: #3 Create 'Devoted' Customers, General
Tesco Letter To Them

Dealing effectively with Customer Disappointment is something that customer focused businesses do well. The best ones go even further, and they exceed expectations and create customer delight! Here’s a brilliant example of great customer service from Tesco, and it involved Shakespeare!. When St. Andrews students Isabelle Bousquette and Tomi Baikie, went shopping for their favourite popcorn at a Tesco store in Fife, they discovered it was...

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Andy’s 3D Thoughts 24th November

Posted in: #2 Establish A Dramatic Difference, #5 Build An 'UBER' Culture!, General

It’s 3D Thoughts time, and as ever, here are 3 iDeas in around 3 minutes to help you improve your business competitiveness. This week’s iDeas include news of a business that fined its customers for complaining, lessons from a young entrepreneur who’s being blocked from doing what he’s good at, and news that your finance team...

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Tommie Rose – A Young Entrepreneur Not To Be Stopped!

Posted in: #5 Build An 'UBER' Culture!
Tommie Rose

Tommie Rose is a budding entrepreneur who’s identified a real need in the market place. Through hard work and a focus on his customers, he has created a successful business that employs 2 other people. Tommie supplies sweets and snacks to his friends in his school and has generated a profit of £14,000 which he is...

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Poor Customer Service Response From A Hotel ‘Run By Muppets’!

Posted in: #3 Create 'Devoted' Customers, General

What do you do if your customers don’t like your business and complain? Do you listen, respond, apologise, sort the problem? Or do you fine them? A hotel in Blackpool has apparently fined a couple £100 who gave them a bad review on Trip Advisor! Tony and Jan Jenkinson posted their review after a one-night...

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Andy’s 3D Thoughts 17th November

Posted in: General

It’s 3D Thoughts time, and as ever, here are 3 iDeas in around 3 minutes to help you improve your business competitiveness. This week’s iDeas include news that Facebook is coming to an office near you, disengaged employees are costing the UK £15 Billion and ideas to create customer insight. As ever, there’s no need to...

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Andy’s 3D Thoughts 10th November

Posted in: #2 Establish A Dramatic Difference, #3 Create 'Devoted' Customers, General

It’s 3D Thoughts time, and as ever, here are 3 iDeas in around 3 minutes to help you improve your business competitiveness. This week’s iDeas include a great example of 3D thinking from Eataly Restaurants, the profit benefits of great customer service and a very touching example of customer delight from a hospital! As ever, there’s no need...

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Some Customer Experience Statistics Worth Knowing…

Posted in: #3 Create 'Devoted' Customers
Sage Customer Service Stats

Here are some interesting statistics from Sage UK that highlight the benefit of great customer experiences…. No explanation needed really, but what are you doing to make these benefits work for you? Bookmarks:

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Customer Delight In A Hospital – From The Horse’s Mouth!

Posted in: #3 Create 'Devoted' Customers
Wigan Horse

Here’s a wonderful story of customer delight and it comes from an NHS hospital! As terminally ill patient, 77 year old Sheila Marsh, lay in bed in in her hospital bed at Wigan Royal Infirmary and her condition worsened, she put in a very personal request. She asked if she could have one last chance to say goodbye to...

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Shop, Eat And Learn – That’s The Eataly Dramatic Difference!

Posted in: #2 Establish A Dramatic Difference
Eataly

Eataly is a Dramatically and Demonstrably Different group of shops and restaurants set up by Oscar Farinetti in Turin, Italy back in 2007. Today, they have 27 locations worldwide, including 10 in Italy, 13 in Japan, one in Chicago and another in New York.  The key ingredients of their ‘Dramatic Difference’ are a unique combination...

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Andy’s 3D Thoughts 3rd November

Posted in: #3 Create 'Devoted' Customers, General

Here are this week’s 3D Thoughts and, as ever, it’s 3 iDeas in around 3 minutes to help you improve your business competitiveness. This week’s iDeas highlight some great, and not so great, customer experiences, and the benefits of getting face to face with your customers! As ever, there’s no need to download anything! Just...

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