Beware The Consumer Vigilante

consumer vigilantesInteresting aticle in Business Week about ‘consumer vigilantes’ – individuals who happily spread ‘bad news’ about their customer experiences rather than simply going through the ‘normal channels’.

It highlights the growing trend and power of ‘word of mouse’, and shows how easy it is to ‘get heard’.

This week’s edition also highlights their ’2008 Customer Service Champions’ – companies who provide consistently excellent service.

Take ‘The Asshole Client From Hell’ Exam!

no asshole ruleFor years I’ve suggested that winning businesses choose the customers that they want to work with, and sometimes it’s best to say ‘no’ to some of them, and even consider ‘dumping’ them.

Coming Alive in Northamptonshire

Andy has been asked to speak at the Northamptonshire Enterprise ‘Quality Alive’ Tourism Conference on March 11th. His presentation will be called ‘Thinking in 3D – Creating a Dramatically and Demonstrably Different Business’.More details here.

Wearside and Teesdale Fastest 50

Andy is delivering a ‘Leading Your Business’ workshop in Peterlee as part of the Fastest 50 Business Development Programme.

Northamptonshire Quality Alive Tourism Conference

Andy is presenting ‘Thinking in 3D – Creating a business that’s dramatically and demonstrably different’ More details here

Don’t Be The Black Sheep, Be The Red One!

the who liveRoger Daltrey explaining the impact and success of The Who quoted his manager in the sixties Peter Meaden.

In ’64 everyone else was a Rolling Stone-alike, who were the bee’s knees. He told us:

“You can’t be a sheep in

Yotel: Well Worth Checking Out and Well Worth Checking In!

yotelOn my way to the US this week and decided to stay in Simon Woodroffe’s Yotel in Heathrow before we flew out. Brilliant: Japanese style ‘pods’ that you book in 4 hour chunks. Very stylish, compact and pragmatic. A little oasis in the centre of

Wake Up And Smell The Coffee!

Simon Bower is Managing Director of Pollardspollards coffee

Back To The Future

back to the futureI was with a client last week and we were discussing customer service.